Companies waking up to customer experience

vnunet: The vast majority of organizations are embarking on multi-channel marketing strategies, despite only a small number currently having the ability to integrate offline and online activities to maximize sales, according to new research from Econsultancy.

The CRM 2.0 Report, published in association with customer insight firm Speed-Trap, found that companies are finally beginning to realize that customer experience has a direct impact on sales, and that 83 percent of respondents either "definitely" or "somewhat" put customers at the heart of decision making.

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