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Stop Competing on Price, Start Competing on Customer Experience

Each customer journey includes multiple touchpoints -- dots that need to be connected to draw a holistic experience. Today, businesses must increase the value of their relationship currency at every section of the sales funnel. It's no mystery that people love to feel special. They want to feel that a brand sincerely cares about them and their likes and dislikes.
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Leveraging Moments of Truth

Vendors should be able to jump into a channel with a customer -- any channel -- to provide service. They need to capture and understand customer moments of truth based on their product lines and demographics. They have to be locked and loaded with solutions to known or high-probability problems. For less obvious problems, they have to provide a sure and streamlined path to a person who can help.
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ECT News Community   »   CRM Buyer Talkback

* * Topic  Posts  Last post  Date
Re: A Red-Letter Week for CRM 2  9335727626   2010-06-10 12:48:11 
Re: Why the Social Media Marketing Backlash Is a Good Thing 3  pmahoney1959   2010-06-09 13:03:44 
Re: Salesforce.com's Jigsaw Buy: The End of Advertising? 2  nancya   2010-06-09 12:57:22 
Re: The Retail Industry's CRM Implementation Problem 2  Intelestream   2010-05-21 08:55:48 
Re: How Customer Segmentation Can Unravel CRM 2  mikeboysen   2010-05-19 03:41:45 
Re: The Big Business of Electronic Health Records, Part 1 2  JEngdahlJ   2010-05-14 10:02:59 
Re: Greasing Online Gears to Boost State Government CRM 2  PubSecCRM   2010-05-11 07:31:01 
Re: No-Cost Innovation: Capitalize on Customer Ideas 2  sridhai   2010-05-07 00:16:10 
Re: The Terminology Wars 2  webbased   2010-05-06 11:11:11 
Re: Hop On the Social CRM Express 2  Intelestream   2010-04-30 22:16:43 
Re: CRM for the Small Business, Part 8: Scaling Up 2  Intelestream   2010-04-30 22:02:23 
Re: Social Media Adventures in the New Customer World 2  brightidea   2010-04-30 11:19:25 
Re: Signed, Sealed, Delivered: Closing the Deal With Electronic Signatures 3  Sripathy   2010-04-29 04:08:29 
Re: How Do You Take Your Lock-In? 2  davenewman   2010-04-28 10:52:09 
Re: Social Media for B2B: This Time It's Personal 3  CarlaG   2010-04-27 22:49:19 
Re: B2B vs. B2C CRM: What's the Diff? 2  Intelestream   2010-04-23 15:07:11 
Re: Talking to Your Tribe 2  Intelestream   2010-04-22 15:02:52 
Re: Strike While the Social CRM Iron Is Hot 2  Intelestream   2010-04-22 00:39:24 
Re: Don't Forget B2B CRM 2  AxelS   2010-04-21 11:18:48 
Re: Salesforce.com Cuts Ribbon on Chatter App Exchange 2  emschles   2010-04-13 08:30:31 

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