A disjointed customer experience across channels can lead to frustration, dissatisfaction, and churn all of which can negatively impact business performance. Unfortunately, far too many companies have yet to develope a cohesive approach for connecting with customers seamlessly across all channels.
In this 1to1 Executive Dialogue, industry experts Don Peppers, founding partner of Peppers & Rogers Group, and George Wright, senior vice president and general manager of CRM at Infor, discuss how business leaders can navigate an effective course for managing the multichannel customer relationship to boost credibility, loyalty, and business results.
Readers will learn:
Why it's critical for companies to build strong multichannel relationships with customers
How companies can use customer intelligence to deliver the right experience to the right customer at the right time
Effective ways to integrate channels to collect and act on customer insight successfully
Best practices among leading companies that have built thriving multichannel customer relationship strategies
"Organizations need to be able to take a sense-and-respond approach to customer interactions. This includes the use of a control panel or dashboard for keeping a finger on what's happening within their customer base." Don Peppers, founding partner, Peppers & Rogers Group