Rather than bridging gaps between business units and creating a single customer view, CRM has too often created yet another silo with incomplete information. Customer experience management ensures that customer information is consistent across channels and that next steps are guided by segment- or event customer-specific strategies. Here's how to move toward a more holistic approach.
5 Top Federal Initiatives For 2015As InformationWeek Government readers were busy firming up their fiscal year 2015 budgets, we asked them to rate more than 30 IT initiatives in terms of importance and current leadership focus. No surprise, among more than 30 options, security is No. 1. After that, things get less predictable.