Walking the CRM talk
Customer churn makes data breaches more expensive: customer communication can help to avoid it.
Customer experience versus service
Understanding customer behaviour and creating services around client needs will lead to sustainable positive experiences.
Bursting the bubble
Most referral systems are not based on objective information, and are often linked to the same back-end services.
Significant customer engagement
Getting to the right person with relevant information is not as simple as it sounds.
Bedevilled by the detail
Is our fascination with measurement the very reason we fail to provide great personal service experiences?
In the zone
More focused and purposeful information will give companies greater customer insight.
Stand by your brand
The successor of customer experience, customer engagement defines the way consumers connect in today's world.
We not only want, but expect to have control of our experiences across channels, networks, services and devices, says Rafi Kretchmer, director of cross-portfolio marketing, Amdocs.
Wooing the customer just got harder
Customer expectations are changing, and a lot of companies are being caught short.
CRM is critical
Customer relationship management solutions assist in disseminating data across the entire organisation, says Jeremy Waterman, MD of Softline Accpac.