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231 articles on lost deals, ageing inventory, slow response times, exhausted teams and the disconnected systems behind them, and what it takes to run the business as one.
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Sales, service and the call centre each own a slice of the customer and nobody owns the experience; here is where satisfaction scores leak and how to close the gaps.
One customer question can mean toggling between telephony, CRM, DMS and WhatsApp. Here is how dealer groups can close the gaps between systems without replacing them.