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The prospect of an extended period of economic uncertainty presents organizations with a difficult challenge: reduce front-office costs while remaining responsive to changing customer needs, new competitive risks and growth opportunities. Yet even in these challenging times, organizations seeking to achieve high performance have opportunities to strengthen valued customer relationships and expand their markets while remaining cost-competitive and profitable. Many of these opportunities can be found in the activities and assets that lie between or span front-office operations - areas often overlooked in conventional approaches to managing front-office costs.
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