For Customer Intelligence Professionals

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	November 4, 2008 The Customer Contact Strategy Self-Test by Dave Frankland with Suresh Vittal, Emily Bowen

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Executive Summary

Successful customer contact strategies involve five major components: culture, technology, analytics, business process, and measurement. To gauge how well firms are positioned to establish an enterprisewide customer contact strategy, we created a self-test based on key factors in each area. To get the most out of these diagnostic tools, firms should take the tests, share the results, discuss the implementations, and create road maps to enhance their customer communications approach over time.

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