Your organization is showing some early signs of digitalization in customer engagement. However, it might not be exploiting the possibilities offered by technologies to create new touchpoints with customers. It may use a CRM that allows for the harmonization of data collection, but appears poorly orchestrated as there is no data integration.

Poor efficiency in data management might be due to a lack of automation and internal communication. Furthermore, your organization’s analytics tools seem too basic, which could hinder its ability to exploit the full potential of data. At this stage it is crucial to adopt a data-driven strategy in every layer of your organization.