Based on Walker's report titled, Customers 2020, The Future of B-to-B Customer Experience, Walker identifies one of the major challenges facing companies today - leaky faucets.That is, companies are experiencing DRIP; they are Data Rich and Insight Poor.
At the 2013 B-to-B Customer Experience Summit, we asked over 100 customer experience professionals to work on this challenge by prioritizing among the various data sources common in B-2-B companies. Here's what they did:
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