A short article I wrote on Analytics in a Multichannel World has been published on destinationCRM.com. Enjoy.
Analytics in a Multichannel World
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I´ve found very interesting this short article. What I would take into consideration is also that the same person can be multichannel. That is depending on where he/she is at a particular moment, day or week she or he can prefer to communicate with company at issue in different ways. For example to connect to my internet banking I use my ec-card plus a reader which produce autorisation codes when I´m at home, and SMS if I´m underway.
I think also it is a very interessting article.