CustomerThink.com
December 17, 2007
by Patrick McHugh
Organisations have spent vast amounts of money in pursuit of the perfect CRM system, yet the full promise of CRM is rarely realised.
The original premise of CRM was threefold:
Unfortunately, most organisations still cannot present a consistent and coordinated customer experience. Instead communications often seem to conflict across channels or at best appear to compete for customer attention, resulting in a perceived dysfunction that leaves customers perplexed.
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