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Beyond the contact center...

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Beyond the contact center...
By Don Van Doren
Insight



In 1995, Michael Treacy and Fred Wiersema wrote The Discipline of Market Leaders. In it, they describe three strategic pathways that enterprises can take in order to achieve market dominance. These pathways are operational excellence, product leadership and customer intimacy. Since then, many companies have tried to figure out how they can best align with one of these three paths.


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