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Market dynamics : last 20 years the companies where focused on the BO side, and this is where the large ISV players were strong and during the last few years, we noticed a significant shift from the product/process/cost view to the customer centric view Doing business today is more complex : Customer expectations a re rising. More technologies and channel to reach and exchange with the customers are now available Customer satisfaction is not generate any revenue. For companies it is important that customer satisfaction leads to customer retention leads to customer loyalty. We are running at