SMBs Must Eliminate Information Silos to Improve the Customer Experience
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Overview: This Yankee Group report identifies the major IT issues faced by small and mid-sized companies. Topping the list are information silos, lack of IT staff, and outdated business applications. Because they lack the right information at the right time to meet heightened customer expectations, SMBs are challenged in their ability to react to fast-changing market dynamics and grow their revenue. Analyst Sheryl Kingstone cites the need for elimination of silos to create a consistent customer experience across all customer touchpoints in real time. Learn how a better experience allows consumers to interact with the company through their chosen channel with a short resolution cycle, laying the foundation for stronger customer loyalty.