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The Customer and Marketing Analytics Maturity Model
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Customers are engaging with businesses across an increasing number of touch points – websites, social media, in- store, mobile and tablets. At each touch point, customers expect a customized and personalized experience optimized specifically for them.
New levels of flexibility and convenience that improve their experience are great for the customer. But the increased
customer expectation continues to be a challenge for businesses, which have to manipulate enormous amounts of data to try to understand how to effectively engage each individual.