Article Link: CRM Magazine, Dec 2006
Article speaks to all the CRM activity focused on “improving the customer experience” in 2006. This is a fine (if not obvious) goal but I hope people are going to drop the silos and get cross-functional attitudes and analytics. The gnarliest customer experience problems are often cross-functional in nature because they don’t have an identifiable champion, so are allowed to fester and grow. This means solving these problems often generates the highest ROI of any customer-centric project being considered.