L'annuaire du livre blanc de A à Z.

"Businesses and agencies in long-term relationships with their customers, citizens or subscribers will be judged by the accuracy of the records they hold, the consistency of the communications that take place, and the speed, efficiency and fairness with which each case, claim or contract is processed. Delivery of customer service against these priorities has never been more challenging. Customers are more mobile in their addresses, jobs and family relationships. Communications channels seem to multiply overnight, with customers switching between them at will. Corporate messaging demands multi-channel distribution with increasing amounts of personalization."