Getting Control of Customer Communications

destinationCRM.com: Getting Control of Customer Communications

More often than not, inside the organization the customer is really a fragmented series of loosely related profiles. With different lines of business (LOBs) managing different accounts with different technologies, it’s difficult for organizations to gain a 360-degree view of each customer. But without this complete view, organizations face diminished customer loyalty and weakened brand identity–and it shows in the inconsistent communications they send out.

This is an issue that will not go away and in the future I believe the ability to treat the customer as a “complete” entity instead of multipe parts/views will be the difference between good and great companies.

3 August, 2005 |

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