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Collins English Dictionary - Complete & Unabridged 2012 Digital Edition © William Collins Sons & Co.

The merger forces the customer-service team to recognize that their function is a part of the fulfillment process and vice versa, and that in turn has an effect on how they approach their jobs.That’s why our interest was piqued when we ran across sustained growth company CPO Commerce.CPO is an online retailer of tools--putting it in the e-commerce space, where the customer experience matters, well, .“It helps the team understand how what they’re doing will ultimately affect the customer experience,” Lenertz says.

Overall, since bringing the two departments together, CPO has seen a 9 percent reduction in customer-initiated follow-up calls, Lenertz says.

One way to increase sales and profits is through a process called business consolidation.