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Enhancing the customer experience can require a transformational effort for many organizations, and a commitment to innovation in every customer interaction. It also means a shift from using CRM applications for generating cost and efficiency savings to driving revenue growth.
In this white paper, Christopher Conti presents the three E’s of CRM—Experience, Execution, and Equity—and recommends a five-step action plan for integrating them into the strategic planning process and driving organizational change.
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