Despite spending many billions of dollars on Customer
Relationship Management projects, poor customer service
is still pervasive. Those projects that have succeeded
have recognized the central role of a process-oriented
approach. By understanding and supporting both the
processes within the organization and those that exist
between the fi rm and its customers, the enterprise can
reduce costs, take agility to the next level, and at the same
time, build truly effective relationships that customer’s
value. (1) The net result is top line growth at the expense
of competitors, all the while driving down costs. Read on.
Read here how Crazy John’s chose Sword Ciboodle to provide their contact centre and retail stores
with a comprehensive and consistent view of all customer information across all service
channels. Integration to more than 25 backend systems provide real-time payment
processing at point of sale, and fully leverage existing technology investment. Operational
dashboards optimise business decision making capability, giving management a
dependable view of actual as well as pipeline sales. Driven by Sword Ciboodle’s agility,
Crazy John’s can now add new mobile virtual network operator partners and uniquely
branded and bundled product suites. Read on.
Private clouds enable on-demand access to a shared pool of servers, storage, applications or IT services.
Database consolidation streamlines IT infrastructure by reducing the number of databases and the number of database servers. Companies that have consolidated databases in a private cloud have cut downtime, management costs, security risks and capital expenses. At the same time, they have increased performance, availability, data quality and decision-making agility. Read more.
The information technology industry is undergoing a paradigm shift in the way computing resources are procured. Cloud computing is emerging as a key area of focus for CIOs and IT decision makers due to its ability to save costs, increase business agility and deliver IT in an on-demand manner. This paper provides insights into the adoption of cloud computing in Asia Pacific and the cloud implementation roadmap, as well as achieving cloud monitoring and service management through IT Management-as-a-Service.
Customer acquisition and retention is key to business survival, and with today's web-savvy consumers and business users, nowhere is the difference between good and bad service more keenly apparent than online. Protect revenue and accelerate growth - learn how to offer visitors a superior web experience.
This white paper expands on the idea of Complete CRM – how businesses can better engage customers and users, manage customer transactions, and analyse results to adapt and take advantage of changing circumstances. Realise greater value from CRM, read more.
No one doubts that today's customers rely on information from many sources and engage with each other to discuss a brand - often long before a brand has any contact with them. In this environment, the challenge for marketers becomes how to engage effectively with customers across channels in a seamless, conversational way. In this whitepaper, we look at proven tips that deliver deep customer engagement.
The best CRM evaluations are conducted by analysing a combination of vendor criteria in addition to assessing product features and functionality. This white paper summarises the key questions every organisation should ask of a vendor. Read on now.
In 2012, Queensland Teachers Mutual Bank undertook 'Staffroom for Improvement', an annual campaign focused on building the bank's reputation and customer engagement. In this case study, we look at the lessons learnt and how their co-ordination of existing channels lead to greater customer insight. Click to download!
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