Seize the customer 'moment'...or lose the customer
“Seize the day” was great advice for the analog world in which a finite number of things could happen in a 24-hour period. But in a digital climate, a single day poses endless possibilities, for good and ill. Seizing the day is no longer good enough -- you’ve got to seize the moment.
As discussed in my previous post, the essence of IT boils down to giving your people access to comprehensive customer information within seconds in order to make “customer moments” count. Because customer moments, or points of contact between your customer and any part of your organization, can occur at any time -- and with any employee -- the infrastructure, strategy and culture required to capitalize on these instances transcend the boundaries of traditional CRM.