crm（ppt 92页）资料.pptVIP

* Most businesses’ customer-facing systems are organized by product line or line of business. This results in separate touch points, people and processes that customers have to deal with, depending on what products or services they are buying or attempting to buy. * Integrating processes across the customer interaction experience is paramount if the “outside-in” view of the customer is to be attained. Doing this requires the organization to decompose its existing product or line-of-business focus and re-examine its entire customer interaction life cycle. When this is successfully done, strat