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Concrete recommendations ready to be implemented
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Access to products and services is increasingly easy for customers. The indiscriminate use of presential and non-presential channels, over the phone or computer, has "democratized" the offering of many sectors.
However, an increasing simplification in the access to products often triggers management challenges for companies with regards to their commercial and contact networks. Some new key issues demand additional efforts, like the need for coordination and coherence of information about an individual customer over many different channels, the shared ownership of the customer among channels and the alignment of services and abilities required to deliver them. Underestimating these key issues may turn into a loss of customers to competitors and/or a sharp increase in costs.
SPC can help your company to design, develop and implement a "cross-channel" strategy that addresses the key issues mentioned above: