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Marketing Expert Tells Thai Companies to Develop Customer Insights.
Byline: Chiratas Nivatpumin
Oct. 2--You've set up call centres and taken steps to automate your sales force. You've implemented an e-commerce platform and have a popular web site to promote your brand. What's the next step?
Having all the information on hand about customers in order to develop insights into their needs and patterns, according to Lay Tim Teo, a partner with Accenture's CRM Asia Pacific practice.
"The first wave of consumer relationship management was about efficiency, about automating your sales force. The second wave was the `e-era', about getting new channels through the Internet," she said.
"Now, we're in the third ...
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Source: HighBeam Research, Marketing Expert Tells Thai Companies to Develop Customer Insights.