From the CIO Perspective: What’s Your Customer Service Agenda?
The business-customer relationship is changing and these days, it’s customers who are calling the shots. No longer is the relationship a simple transactional one in which the business offers its goods and hopes the customer decides whether to buy or not. Thanks to the Web, customers are able to compare prices, switch providers or negotiate better deals with a couple clicks of a button. To take advantage of this shifting landscape, businesses need IT systems that are flexible enough to cope with customer demands.
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