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...America's of visibility into customer information makes it virtually impossible to improve service and enhance customer relationships. The result is organizational inefficiencies and poor customer service that materially impacts businesses each year, anchoring them in the present. The lack of solutions that integrate preand post-sales customer interactions--Web self service, e-mail, chat, telephony integration and knowledge management--for crosschannel support services makes achieving single 360-degree view of the customer virtually impossible.
The customer communications ritual for most participants is not a pretty sight. The participants--sales executives, telephone service representatives, technical support specialists, marketing organizations, finance staffs, department heads and virtually everyone with customer-facing responsibility--agree that there ought to be a better way of doing things, but there aren't many clear-cut options. They also agree that offering customers easier and better communication channels is absolutely essential as it is the one universal mechanism for customer retention and long-term profitability. There has to be a better way.
For many organizations the enormity of the task is overwhelming. A persistent problem many organizations wrestle with every day is the inability to enable people at all 1evels of an organization to effectively collaborate and communicate on specific customer issues. While corporations are doing an increasingly effective job at transitioning sales and marketing processes...
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