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Industry analyst Gartner says they has already been a ‘major shift in chief executive priorities from early in 2009’, with the focus on enhancing customer relationships set to continue until at least 2015.
The importance of engaging with customers on the front line has been given extra weight, says Gartner, because businesses need to rebuild trust with consumers rocked by the downturn, before they will spend freely once again. Improved business intelligence and transparency of finances are key to this rebuilding programme. << Archive
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