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Multi-Channel Customer Management: Delighting Consumers, Driving Efficiency

by Principal / Member of the Management Team at Booz & Company on Nov 26, 2012

  • 565 views

In today’s maturing consumer markets, emphasis is shifting from straightforward sales to a more holistic approach to customer life-cycle management, with a stronger emphasis on how sales are ...

In today’s maturing consumer markets, emphasis is shifting from straightforward sales to a more holistic approach to customer life-cycle management, with a stronger emphasis on how sales are generated and service provided all along the customer journey. Effectively managing these different marketing, sales, and service channels poses a significant challenge. Companies need new strategies, structures, processes, and tools to deliver customer value across all channels. A multi-channel, integrative customer model that delivers customer value and significant return on investment (ROI) requires both a strong understanding of customer preferences and behaviors and a robust IT architecture that supports the overarching customer relationship management (CRM) strategy. Even those organizations that have embraced the need for sophisticated multi-channel orchestration often still fall short in their execution. This “Perspective” Viewpoint offers strategic guidelines in four areas to ensure success with multi-channel orchestration.

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Multi-Channel Customer Management: Delighting Consumers, Driving Efficiency Multi-Channel Customer Management: Delighting Consumers, Driving Efficiency Document Transcript