Our latest survey gets to the heart of why companies are still making efforts to get the best out of their CRM and call centre management systems. Pat Sweet reports.
Light at the end of CRM tunnel - Part 3|
Part 1 | Part
2
Part of the problem seems to be the continuing difficulty
many companies have in combining all their routes to the customer.
This is one of the most important steps organisations can
take in improving customer satisfaction levels – their number
one priority – yet many still find this hard.
In particular, the survey found a large discrepancy between
theory and practice in this area.
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