Recession-weary businesses look to customer service for help
With the global recession still continuing to threaten the viability of many companies, customer service has come to the fore as a strategic business tool that can be used to help retain, win and win back customers, says Guy Tweedale, Senior VP of European Operations at Jacada.  But how can we help our Customer Service Representatives (CSRs) to achieve these goals? Read more ...

Rule Number One - Know your customer
Article by Matt Boot, chief analyst KDB
Knowing your customers is one of the first rules any good marketer learns.  But during a recession, it is all the more important for companies to know which consumers or business buyers best match the profiles of their most loyal and profitable customers – or simply of those that are willing to spend, given the current economic climate. Read more ...

Bridging the Gap between CRM and CEM
Despite more than a decade of efforts implementing customer relationship management (CRM) systems, Executives are realising the sober reality: CRM in its present guise has not enabled major leaps forward in customer focus, says Martin Green VP, EMEA, Satmetrix, the Net Promoter Company. Read more ...

Beyond CRM: Creating the Master Record for Mobile Operators
In an era of commoditisation, competition and churn, it is becoming increasingly difficult for telecommunications providers to find meaningful market differentiators. Superior customer service offers a solution, but, to be truly effective, it requires superior customer information, explains James Wilkinson, EMEA Services Director, Initiate Systems. Read more ...

Recession-weary businesses look to customer service for help
With the global recession still continuing to threaten the viability of many companies, customer service has come to the fore as a strategic business tool that can be used to help retain, win and win back customers, says Guy Tweedale, Senior VP of European Operations at Jacada.  But how can we help our Customer Service Representatives (CSRs) to achieve these goals? Read more ...

Rule Number One - Know your customer
Article by Matt Boot, chief analyst KDB
Knowing your customers is one of the first rules any good marketer learns.  But during a recession, it is all the more important for companies to know which consumers or business buyers best match the profiles of their most loyal and profitable customers – or simply of those that are willing to spend, given the current economic climate. Read more ...

Bridging the Gap between CRM and CEM
Despite more than a decade of efforts implementing customer relationship management (CRM) systems, Executives are realising the sober reality: CRM in its present guise has not enabled major leaps forward in customer focus, says Martin Green VP, EMEA, Satmetrix, the Net Promoter Company. Read more ...

Beyond CRM: Creating the Master Record for Mobile Operators
In an era of commoditisation, competition and churn, it is becoming increasingly difficult for telecommunications providers to find meaningful market differentiators. Superior customer service offers a solution, but, to be truly effective, it requires superior customer information, explains James Wilkinson, EMEA Services Director, Initiate Systems. Read more ...