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And while many technology acquisitions for trading or customer management systems can be postponed indefinitely, regulators often set deadlines.
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By such offloading, I mean using technology, or the excuse of technology, in order to make your customer do the work at the front end so that you save costs.
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"The must-have features and stunning picture quality in the 70" LED Smart TV deliver an unparalleled combination of top technology made affordable without compromising quality or customer support.
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Commitment to the company's existing technology, product line, distribution system or customer base becomes a sacred cow.
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If you are operating in a new market or with a potentially disruptive technology, Customer Discovery is not about conducting a focus group.
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Ms. Hesseltine got the idea for using touch-screen technology to eliminate most or all of her minimum-wage customer-service staff after seeing a nearby juice business do something similar.
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The whole idea of implementing a marketing automation technology like Eloqua or Marketo is to be able to track the customer as they interact through any channel, to create a central brain that indicates at which stage of the buying process a customer may be at, and then to use that understanding to send just the right message.
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What about requiring every third-party service provider to protect personal customer data through encryption, tokenization or another advanced security technology, through clauses written into and enforced as part of standard service level agreements?
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In fact, management must not just look to, but count on, the people on the front lines, employees on the field who are closer to the customer, to the newest technology, and to market dynamics, to determine where there are gaps, or product openings.
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