The CRM Paradox

“Even though the United States is evolving into a service economy, customer satisfaction is at an all-time low.” Essentials for CRM, by Bryan Bergeron

Much of this paradox is driven by rising customer expectations. That means marketing, sales and service leaders must strike a delicate balance as they try to strike the right balance. For instance, can measures designed to boost efficiency and reduce costs (like IVR technology and offshoring call centers) also be used to personalize and enhance customer interactions?