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Outsourcing and automated phone systems can make customers cranky. But some firms are trying to improve. |
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Monday, 29 January 2007 |
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Anyone who has worked with me knows I'm a huge fan of balancing observation with what we already know works. Here is a case in point. On the surface of it, measuring the value of email marketing is simple. |
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Monday, 29 January 2007 |
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Struggling with a growth dip, telecoms are turning to new multimedia markets to increase revenue; the segment could have plenty of failure due to not grasping business models. |
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Friday, 26 January 2007 |
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If service reps hear from customers that they're not happy with a recent order, do they share that information with their sales team or customer service? Sometimes, they might just nod in sympathy, and mention it to a fellow rep in the lunchroom. Sometimes, that vital information never makes its way to your sales team or into your CRM system. |
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Wednesday, 24 January 2007 |
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Two companies that succeeded in making the Lean transformation, Husqvarna, a manufacturer of commercial turf care equipment, and American Standard, a multi-billion dollar, global, diversified manufacturer, are illustrative of "lessons learned" over the years. |
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Thursday, 18 January 2007 |
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Laws and procedures that prevent different public services from sharing their customers' personal details should be reviewed to bring customer care in the public sector up to the best private sector standards. |
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Tuesday, 16 January 2007 |
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The final quarter of 2006 was the worst fourth quarter in five years for value of outsourcing contracts awarded. According to the latest Quarterly Index from TPI, Outsourcing providers face increasing challenges in 2007 |
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Monday, 15 January 2007 |
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Outsourcing has since become a watchword of corporate America's continuous and heartless quest for cost cutting and downsizing. What was the threat of Japan in the '70s and '80s became Mexico for the '90s, and more recently it has been China and India. |
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Monday, 15 January 2007 |
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There have been the rumblings of a seismic shift in the employee engagement and internal communications arena for several years now. Digital technologies are expanding our opportunities, consumer power and influence grows apace, and traditional organisational structures and hierarchies creak under the strain of 21st century business velocities. |
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Friday, 12 January 2007 |
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2006 was the year when Web 2.0 generated a following in the business community. I think 2007 will be the year when it really starts to change how those companies think about managing their customers. |
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Thursday, 04 January 2007 |
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