Alliance calling for Cloud CRM providers to adopt common vision
The Open Data Centre Alliance is pushing a powerful new initiative to allay Cloud concerns - but none of the leading vendors are involved to date.Cloud Compu
View ArticleHow should firms adapt to serve the channel agnostic customer?
Forrester's Bill Band explains how firms are optimising people, processes and IT to support a customer journey-centric approach. Forrester's Bill Band explain
View ArticleSolid growth forecast for CRM and contact centre apps
The solid recovery experienced by the CRM applications market in 2010 will continue this year, growing 7.6% to hit $18 billion in revenue terms, according to
View ArticleCustomer feedback breakthrough: Time for text analytics?
Dan Lee explores how text analytics is allowing CEM to view and act on structured and unstructured feedback together.Today’s successful hospitality companies
View ArticleIs customer effort a better predictor of loyalty than customer delight?
Keith Pearce looks at the implications of the Customer Effort Score really being the best predictor of repurchasing.Few people will argue that the profile and b
View ArticleRevisiting your customer strategy: The five questions to consider
To help reappraise your strategy, or pull one together for the first time, Tom Darnell provides the following checklist.1. Why is customer strategy so importan
View ArticleCustomer service crisis in the UK?
A third of British shoppers believe that customer service standards are worse than ever, according to a new survey.The poll, conducted by Best Buy UK, found tha
View ArticleBrands failing to provide customers with ID theft advice
Businesses are failing to provide sufficient guidance to their customers on how they should keep their personal information safe.Businesses are failing to prov
View ArticleThe Relationship between Organizational Structure and Employee Creativity
This study is performed with the target of explicating the relationship between organizational structure with its dimensions (formalization, complexity and cent
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