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Edward Garry, vice president, CRM solutions, Quick & Reilly: "The implementation [should] support an existing customer-focused value proposition or...a top down--driven, customer-focused organizational change. [Our] implementation helped [us] transform our business model, strengthen our brand, and differentiate our value proposition from our competition. [We've] streamlined the way we interact with our customers and how they conduct business with [us, which] is evident in every conversation, product offering, and interaction regardless of the customer channel."