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Delivering a WOW experience to customers is the goal of nearly every company. Organizations try many different solutions to accomplish this goal with limited success. While there is no panacea, there are certain activities that companies can initiate to get them on the path to success. A few of these building blocks are:

* Developing a CRM strategy around the customer.

* Evaluating their business processes that surround the customer experience and developing a strategy for improvement.

* Before executing these strategies, ensuring that there is alignment between CRM and BPM.