TITLE

Embrace Complexity

AUTHOR(S)
Arussy, Lior
PUB. DATE
July 2006
SOURCE
CRM Magazine;Jul2006, Vol. 10 Issue 7, p16
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
Discusses issues related to the complexity of customer interactions. Outcome of a simplification process executed by a U.S. bank that included the elimination of a large amount of contact phone numbers; Result of trying to force customers into a predefined mold for the sake of simplifying an enterprise's processes; Impact of complexity on businesses processes and employees.
ACCESSION #
21558926

 

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