Customer churn makes data breaches more expensive: customer communication can help to avoid it.

Understanding customer behaviour and creating services around client needs will lead to sustainable positive experiences.

Most referral systems are not based on objective information, and are often linked to the same back-end services.

Getting to the right person with relevant information is not as simple as it sounds.

Is our fascination with measurement the very reason we fail to provide great personal service experiences?

...in the customer relationship puzzle.

More focused and purposeful information will give companies greater customer insight.

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.

Customer expectations are changing, and a lot of companies are being caught short.

Customer relationship management solutions assist in disseminating data across the entire organisation, says Jeremy Waterman, MD of Softline Accpac.

CRM technology can help to put companies ahead of their competition, says Roger Strain, director of Liquid Thought.