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"Changing the Face of eCRM"
by Pat Mancini - e-Resolve
The Internet is changing the way companies implement strategic solutions for servicing customers. The driving demands are forcing customer-centric service providers to examine their practices and decide how best to implement systems that can service customers in "internet time". At the heart of successful eService lie two major challenges: The first is to how to install flexible, powerful, and appropriate options for managing the varied aspects of customer interaction both outside and inside an organization. The second objective is to improve the end-user customer service experience overall through self-service, personalization and one-to-one interaction to insure that customers continue to return. Is one more important than the other or are they equally as important?
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