A strong competitive advantage is gained from mapping the Customer Journey and using it to build a compelling customer experience.
The key to success lies in the inter-face between your people and your customers at each stage along the Journey. They need to promote the right messages and, at the same time, listen and record the feedback.
The reward is happy, loyal customers.
It’s really difficult to achieve and needs the Four Factors of Success (purpose, people, process & technology) to be working in synergy.
A modern CRM system is critical for success as is how people use it.
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