This concept is nothing new. Long ago, enterprising businesses learned the value of cultivating good customers conversing freely and often with them before any money was exchanged. Today, thanks to the phenomenon known as e-business, customers can again choose when, where and how they want to interact with your organization using multiple channels to find their way to your goods and services. Stores are built on Web sites, and doors have been widened by urls.
Life is good.
No matter what channels they choose, your customers and their customers expect your business to respond as a single, well organized entity. Every performance is a command performance, and you must be ready to deliver. Freshly empowered customers are creating a new business paradigm - one defined by instant access to myriad channels. A seamless, dynamic chain of people and technologies must be in place before you can offer customers one good experience after another. It's that simple -and that complicated.