Category Archives: Customer Service
On Accenture’s 2010 Global Consumer Survey
A tweet alerted me to Accenture’s 2010 Global Consumer Survey Executive Summary. Well worth a read. An interesting insight into Global Consumer Trends. Some highlights: the number of consumers who switched service providers as a result of poor customer service … Continue reading
On the applications of social crm – introduction
so what is social crm? Essentially Social CRM is using social media, such as facebook, twitter and wikipedia to start conversations with customers, or join conversations that have been started by your customers. Social CRM has also been called CRM … Continue reading
CRM in a downturn (2) – a poll on CRM focus
The current economic crisis is having a significant effect on investments in enterprise wide CRM process reengineering and implementations of CRM technology. What is your view on where companies are most likely to invest, when it comes to CRM?
CRM in a downturn (1) – links
Most of the western world is suffering the economic effects of the credit crunch, which has turned into a full blown recession for most countries in Western Europe and the US. It seems that most CRM efforts are now focussed … Continue reading
On 2009 – the year of sustainability
The new year is approaching, 2008 is ending with some of us feeling the consequences of the credit crunch. It’s time to look towards the future. Every new day and new year opens a wealth of new opportunities, even in … Continue reading
On solving the customer service puzzle (or CRM is a business strategy, NOT software!)
Or atleast, one view on how the pieces of the puzzle can be made to fit. Drew stevens recently wrote an article on the customer service puzzle, which was brought to my attentionby Jim Berkowitz . The focal points of … Continue reading
On Gartner’s 7 initiatives to improve the customer experience
Jim Berkowitz has created a post that summarizes / outlines a number of recent Gartner publications on Customer Experience Management. Check it out.
On predictions for 2008
Much like the end of the year, everyone seems to be publishing predictions, trends and the future as a year begins. A little bit later than I had anticipated, I’d like to put in my two cents as well, from … Continue reading
On Dutch telecommunication industry predictions
Every once in a while I feel I need to plug my employer, Deloitte Consulting. In February the global practices of Deloitte will publish their yearly report on predictions for developments in the telecom, media and high tech industries. If … Continue reading
On outsourcing your services
A consistent brand experience and high quality service usually leads to a significant decrease in customer churn, after all, a happy customer remains a customer. Some companies are finding benefits in outsourcing customer service to achieve a more consistent brand … Continue reading
