From CRM to CEM: Taking Your Shared Services Brand to the Next Level
By Rick Bertheaud and Julie K. Hutchins | Dec. 05, 2011
Effective shared services centers (SSCs) know their performance goes beyond delivering the right services at the right price. It’s also about elevating the internal brand and improving strategic relevance.
This paper addresses how to move beyond customer relationship management to customer experience management and turn customer satisfaction into loyalty, advocacy and higher organizational relevance for shared services.
Read From CRM to CEM: Taking Your Shared Services Brand to the Next Level
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