Exceeding or Misleading Customer Expectation? - Delivering on the promise of customer-focused communication.
Broadsystem is a strong believer in comprehensive integrated multi-channel customer contact. It was the apparent lack of pragmatic, quantifiable research that can be referred to in the area of CRM - specifically in how well leading UK companies were performing, that led to this research, into the area of multi-channel communications to identify the criteria underlying successful CRM within companies. This report summarises the outcomes of this research.