Making the Pivot

Driggs, Woody
June 2007
CRM Magazine;Jun2007, Vol. 11 Issue 6, p48
Trade Publication
The article focuses on customer experience management in capturing new markets and attracting and retaining customers. The enterprise's brand promise should be kept through a customer-centric approach including market focus and positioning, defining distinctive capabilities and enabling performance anatomy. Customer relationship management (CRM) executives aim to deliver the customer interactions that produce optimal experiences to produce long-term relationships.


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