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For years, I have studied service organizations, particularly mature service organizations, which face the biggest challenges in customer retention due to their silo and segmented structures.
Mature service organizations experience the greatest challenge to adjust their business model to better serve their customers.
Most mature service organizations are struggling to integrate all their fragmented systems and platforms to create a more unified view of the customer to better serve and retain their customers (Rai & Sambamurthy, 2006).
Mature service organizations face a bigger challenge than smaller service organizations.
This problem is seen not only in mature service organizations, but also in newer firms.
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