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IT InfrastructureDo the Right Thing: Gain the Customer Experience Advantage Over CRMDo the Right Thing: Gain the Customer Experience Advantage Over CRM
Rather than bridging gaps between business units and creating a single customer view, CRM has too often created yet another silo with incomplete information. Customer experience management ensures that customer information is consistent across channels and that next steps are guided by segment- or event customer-specific strategies. Here's how to move toward a more holistic approach.
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