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Biographical Information
David Rich
managing director, CRM practice, Accenture
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David Rich (david.b.rich@accenture.com) is the managing director of the CRM practice at Accenture, a company that specializes in management consulting, outsourcing, and systems integration technology.
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Tight budgets and heightened expectations combine to pose a challenge.
Divining the right path requires the right data.
Give customers an opportunity to play an active role in customizing their customer service
What history—and a survey of current behavior—can teach us about the threat to customer loyalty.
A shift from managing volume to managing relationships.
A customer-centric approach for emerging markets.
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