Rangan, V. Kasturi, and E. Raymond Corey. "Ingersoll-Rand (A): Managing Multiple Channels--1985." Harvard Business School Case 589-121, June 1989. (Revised January 1992.) ...
To deliver consistent service, you need unified standards across all channels including voice, chats, and emails.
Rangan, V. K., and Marie Bell. Transforming Your Go-to-Market Strategy: The Three Disciplines of Channel Management. Boston, MA: Harvard Business School Press, 2006.
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