Single view or your organization

Customers want a single view of the organizations they are dealing with. In the banking sector, for example, customers want the same service for current accounts, loans, savings, etc, regardless of the communication method they choose. This means having an organizational structure that supports the new methods such as e-commerce and the traditional channels namely phone and face to face equally well. Visitors to the virgin website, for example, can view a range of products all within the one virtual department store. Similarly, amazon.com offers a variety of products like the books, videos, CD’s, DVD’s etc within its virtual library