Organisations are judging the effectiveness of their help-desks on the wrong criteria, says Tracey Newman, MD of FrontRange Solutions (SA).

Organisations are judging the effectiveness of their help-desks on the wrong criteria, says Tracey Newman, MD of FrontRange Solutions (SA).

An exclusively cost-savings approach to CRM is an unbalanced view of what organisations should be doing to improve their interaction with customers.

One of the most significant shifts we`ve seen in the ICT industry this year has been a move by customer organisations away from a reliance on technology for solving all their problems to a renewed focus on human skills.

Innovation has to be driven from the top down, says Tracey Newman, FrontRange Solutions (SA) MD.

Companies need to integrate marketing and sales in order to effectively utilise leads, says Tracey Newman, MD of FrontRange.

Corporate governance regulations will allow resellers to grow revenues, says Tracey Newman, MD of FrontRange.

Regulatory compliance is another form of best practice, says Tracey Newman, MD of FrontRange.

Tracey Newman, MD of FrontRange, discusses the evolution of the help desk into a service desk.