1. Reconsidering the notion of "watch customer
You want to bring your intelligence process into line with changing customer needs, expectations and behaviors. You have observed a heterogeneity of customer profiles, and you want to make the most of this diversity.
1.1 Observations of customer behavior
Reactivity requirements are increasing in line with technological advances: real-time monitoring and sharing, hyperconnectivity, automation. At the same time, autonomy with regard to the monitoring process is changing (real and effective autonomy, presumed and limited autonomy).
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Reconsidering the notion of "watch customer
Identify the key needs and expectations of current customers
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