The idea of an omnipotent software platform and the evolution of customer science go hand in hand. Customer science is the upshot of my idea that we’re in the process of converting from random acts of CRM in the front office to a more structured, efficient and predictable approach to conducting front-office business. Platforms make customer science possible. The emphasis on collecting and analyzing customer big data has taken up most of the brain space in the discussion about the front office, but it is only half of the customer science story.
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Platform Native
Posted by: Denis Pombriant November 19, 2014 06:41 PMThe idea of an omnipotent software platform and the evolution of customer science go hand in hand. Customer science is the upshot of my idea that we’re in the process of converting from random acts of CRM in the front office to a more structured, efficient and predictable approach to conducting front-office business. Platforms make customer science possible. The emphasis on collecting and analyzing customer big data has taken up most of the brain space in the discussion about the front office, but it is only half of the customer science story.