A coherent approach to customer satisfaction

by Josie Sephton

The need for greater customer centricity is an increasingly high priority for enterprises. Over recent years, there has been a marked shift in how companies interact with their customers. This shift, driven by increasing levels of competition within various industries, has been characterised by a much closer, more personal dialogue with the customer. Industries such as retail have led the way on customer centricity.

Whilst many recognise and accept this as a given, what is less widely acknowledged are the challenges that exist in making this shift – not least from an IT perspective…….

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