EXPERT OPINION: ALISON HARVEY of CMG Admiral highlights workflow’s role in achieving a single view of the customer.
Moving to a better view
Alison Harvey: B2B challenge
Many companies have moved from vertical
and horizontal integration where they
attempted to do everything themselves, to
an outsourcing approach where they hand
the operation of non-core activities to other
companies and manage the process
through service level agreements (SLAs).
At the same time, a new business model
is emerging where the need to understand
the customer is paramount, and having a
single, consolidated customer view is
essential.
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