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Most field service departments operate in a highly competitive and customer-centric marketplace. link] Scott VerBracken, VP Automotive Services Scott began his career with AAA ACG (The Auto Club Group) in 2001.
According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.
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