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Trend: Customer centricity


A major impediment to building a customer-centric organization is the conflicting goals of the primary customer-facing departments: sales, marketing and service. Somehow, in the drive to achieve goals, each department loses sight of customers as people and sees them only as "objects" that need to be optimized. In her latest column, Donna Fluss outlines the most successful way to approach customer centricity.


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Building a customer-centric organization
SearchCRM.com | 09 Apr 2007
COLUMN - A major impediment to building a customer-centric organization is the conflicting goals of the primary customer-facing departments: sales, marketing and service. Somehow, in the drive to achieve goals, each department...


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