Customer Recognition: The CI Keystone
August 29, 2013
Why Read This Report
Marketers frequently bypass opportunities to optimally address customers across channels. Why? They struggle to associate an individual or a customer segment with most interactions across their touchpoints. Campaigns and customer touchpoints are built without full consideration of customer identity. This report describes how marketers and CI professionals can use a customer recognition framework together with touchpoint interaction keys to maximize opportunities to recognize customers as they move across channels. These can then guide campaign and channel road maps, as well as customer interactions.
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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
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Table of Contents
- Not Recognizing Customers Hurts Business
- Cross-Channel Customer Recognition Has Two Dimensions
- Relate Recognition To The Customer Life Cycle
- Understand Customer Recognition Constraints When Building Campaigns And Touchpoints
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