Channel Strategy: Framework for Success

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The number and type of channels that customers are using has rapidly grown to include the Internet, smartphones and a host of social media options.
The result is an increase in possible customer touchpoints presenting more and different opportunities for organizations to interact with their customers. This, along with the increasing sophistication and empowerment of customers, is driving a need for organizations to use new channels and use them differently.

This White Paper from Cap Gemini introduces the channel management challenges companies currently face and proposes a framework of analysis in developing an effective channel strategy.