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The Stealing of New Technologies' Thunder

Many carriers try to build competitive advantage through new network build-outs, advanced service offerings, or state-of-the-art technology, but it turns out good old-fashioned customer care may steal new technologies' thunder. This article is a must-read for corporate execs. To all of us consumers it's a big "I knew it!" Find out what CRM is and what carriers are doing to improve it. Analysts from Andersen Consulting and IDC are quoted.

Thu, 16 Mar 2000 07:40:31 -0800