In today's dynamic business landscape, achieving organizational success hinges on the seamless alignment of internal processes, strategies, data and resources with the ultimate goal of delivering ...

Senior executives continue to make significant investments in customer relationship management (CRM) systems, as they face their most pressing management challenge – improving customer loyalty and ...

An external customer is defined as a non-university entity. Many external customers can be identified because they pay by cash, check, or credit card. This includes students, faculty and staff, and ...

When customer experience falls apart, most organizations jump into action. They tweak the app. Rewrite scripts. Train agents. Launch a journey map sprint. And while those things aren’t wrong, they ...