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Cross-Channel, Cross-Lifecycle Operational Requirements
What Types of Products Do You Need to Deliver a Comprehensive Customer Experience?
October 14, 2004
By: Mitchell Kramer
 
Executive Summary: 
This report presents the requirements for the operational capabilities of cross-channel, cross-lifecycle customer service products; product types that address those requirements; and examples of those product types. Because no product or product suite addresses all of these requirements, you’ll have to implement several products to deliver a complete customer experience. The key types of products delivering these capabilities are campaign management products, ecommerce products, case/incident management products, service resolution management products, and search and knowledge management products. We plan to publish framework-based evaluations of several examples of all these products types. Our evaluations will help you shorten the time, reduce the cost, and lower the risk of selecting, developing, implementing, and supporting the set of products that will deliver your complete cross-channel cross-lifecycle customer experience.


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Pages: 13
Format: PDF
License: Single User
 
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