A 10-Point Plan to Focus IT on Your Customers

by Vince Kellen

The IT shop aside, most firms find it difficult to truly become customercentric. Many firms have paid dearly for all kinds of studies on their customers, including research under the banner of voice-of-customer (VOC), customer experience, customer-relationship management (CRM) strategy, customer loyalty and retention, and good old-fashioned market research. Many firms are still struggling to see the improvement from this research.

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A 10-Point Plan to Focus IT on Your Customers24 September 2008