The toughest challenge in managing customer relationships is not a lack of data, but a lack of immediately available, organized data to power a personalized, one-to-one customer experience. This is particularly true for large, global enterprises such as UPS.
As the world's largest package delivery company and a leading global provider of specialized transportation and logistics services, UPS deals with 7.9 million customers on any given day. How has UPS combined customer relationship management (CRM) processes with technology to create an environment in which each of its 7.9 million customers can feel like the only UPS customer?
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