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After the Account Aggregation Party of 2001: 10 Questions Financial Institutions Must Answer to Avoid a Hangover
Companies need to shift their focus from customer satisfaction as a measure of ROI to understanding the intrinsic value of individual customers. To do this, they need to examine the relationship between a company's investment in customer relationships and the returns that different customer segments generate in return for those investments.
A structured approach to allocating sales activities across sales channels and marketing and service roles can help CRM solutions work more effectively.
A destinationKM.com White Paper
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