Strategic Integration: 10 Business-Building Tips - Slide 5

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If your company does online sales – and who doesn't these days – you can improve customer satisfaction and potentially stop your company from losing customers by ensuring that information from the business website is integrated with the call center. That's the moral of a Harris Interactive survey conducted in the U.S. and the UK for TeaLeaf, which offers customer experience management solutions to companies. While the study focused on abandonment rates when customers experience problems online, it also showed that calls to customer service didn't help because customer service was generally clueless about the Web site.

Given the recession, it's a safe bet that the focus will be on cost cutting for some time to come. But the smart money will also be on creating more business value with what remains.

To do that, you're going to need to think strategically, even when you are dealing with integration. That can be a bit tricky, since integration is often treated as a “have to do” on the road to accomplishing something else.

But integration can be very strategic. To prove it, Loraine Lawson has compiled 10 ways that companies can use integration and integration-related strategies to build business, squeeze more business value out of existing systems, and solve pressing business challenges.

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