What we’re reading this month
From CRM Buyer - Finding the Contact Center's Service/Profitability Sweet SpotIn this article, the author discusses how contact center executives need to constantly review service levels and the...
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From MarketingTools: CRM (MediaPost blog) - The New ROI: Return On InteractionSummary: The author discusses how many companies find it more difficult to measure the value of a customer interaction than...
View ArticleThe value of a single customer view in competitive markets
As we move from times of credit and spend to an age of financial austerity, we as consumers are becoming savvier and more demanding than ever. As price comparison tools, e-vouchers and recommendation...
View ArticleCommon challenges of consistent customer experience
Jennifer Kirkby wrote a nice article that summarised the common challenges for enterprises trying to deliver consistent customer experience.Often the operational manager is only managing one part of...
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From Chief Marketer - Good Marketing Execution Happens at all TouchpointsThe author discusses the void between good marketing strategy and good execution of that strategy, looking at how even the...
View ArticleThe new philosophy in banking
Customers are demanding more from their banks now than ever before and the industry has been forced to step up to the challenge with improved services and 24/7 access to information. There is now a new...
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From Marketing Profs - Three Steps for Clearing Hurdles to an Ultra-Managed InboxThe author discusses how new inbox management tools are making it easier than ever for subscribers to avoid receiving...
View ArticleCustomer Onboarding in Financial Services – Pitfalls and Best Practice
At the recent BAI show in Las Vegas delegates showed great interest in the subject of ‘Customer Onboarding’. I’d like to share some key insights from a presentation we delivered.The First 90...
View ArticleSucceeding with Social Media: Don’t Create a “Social Silo”
Get StartedWith the swelling dot-com style hype around social media now at peak pitch, organizations of all sizes are now appropriately looking to their marketing teams to drive and execute a social...
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Customer engagementFrom Customer Engagement Club: It's all about the customer experienceThe article looks at research recently carried out by analyst house Forrester. The report "The State of Customer...
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