Everyone, it seems, has jumped on the customer [insert favorite objective here] bandwagon. Articles, studies and best practices abound, each heralding the financial benefits of aligning your organization outward to how customers go about their daily lives.
Even Mark Hurd, Oracle’s President, has been evangelizing the need for companies to make the transition. Not, he claims, because Oracle owns RightNow and Eloqua and wants you to buy these solutions, but because it’s the right thing to do. It’s no longer a matter of revenue growth, but one of survival.
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