Arthur D. LittleArthur D. Little

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Fit for Customer Interaction

Fit for Customer Interaction

How do automotive manufacturers with multi-level sales structures align their interaction center organizations with increasingly demanding customer and product requirements?

The customer is moving more and more toward the focus of interaction, leading to more frequent and intensive customer dialogues in different channels. For companies selling their products in multi-level sales structures, this will require enormous alignment and coordination efforts in the future. Due to its complexity, customer dialogue in companies will need to take place on several levels. Reasonable and clear allocation of the dialogue functions to the sales levels is crucial to achieving efficiency.

Released: July 2014

Download File ADL_Insight_2014_Fit_for_Customer_Interaction_web.pdf (.PDF, 64 Kb)

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