March 11th, 2010 | 
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Although most companies believe that they deliver good customer service, many admit that they do not adequately leverage their customer relationships to gain the insights needed to personalise their value propositions.
Gathering intelligence from multiple sources such as social media, customer service centres and online support, and then transforming that intelligence into productivity improvements are vital steps in transforming customer service in the digital age. Written by: Economist Intelligence Unit |
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The Empowered Customer: Productivity Enhancements in a Digital Era
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