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CRM as a CX Enabler

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The ability to structure a CRM to capture and retain data from a wide range of sources is vital to the effectiveness of the solution. Without this flexibility, the solution is highly limited in its ability to support multi-channel communications and diverse CX efforts. CRM impacts the success of CX programs in many ways:

  • Serving as the information funnel
  • Putting information at fingertips hands of agents
  • Tracking the successes and failures of interactions
  • Serving as a data source for trends and analysis

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