Expert Opinions
Employee engagement is about creating value and meaning for staff. Companies are beginning to see that the real benefits of creating a climate of engagement with employees can ensure delivery of an excellent service. But how do you engage with employees?
Much of what I've learned over the years about Sales, Marketing, and Customer Service has to do with the critical importance of customer data. It's how companies generate the right customer data, manage and share data the right way, and use it at the right time, and to best effect to optimize loyalty and profitability, that makes them successful, or not, on an individual customer basis. It's impossible to be successful without having as much relevant insight about customers as possible.
Very often vendors describe their social CRM offerings as extensions to an older paradigm of CRM, one that I think is vanishing and becoming hard to reconcile with the reality of today’s marketplace. Denis Pombriant, Founder and managing principal, Beagle Research Group, LLC talks about how social media can be leveraged for sales and customer service analytics.
Financial services organizations understand the importance of building and maintaining customer relationships. I spent the first 14 years of my career in banking, where we were forever striving (and spending millions of dollars) to create and maintain databases that would provide a complete view of the customer. This was a corporate goal long before the era of CRM and customer experience management (CEM).
In 2010, finding the right technology partner to move contact centers into the cloud, and the right commercial model to buy those services, will be vital. This year, in particular, purchasing decisions will be under scrutiny by finance departments, regulators and investors.
Outsourcing has its benefits for large companies looking to access non-core business functionalities at a marginal price. But IT professionals are also seeing the benefits of working for an outsourcing provider, which could take a cut above the industry pie.
2009 was a rough year for those in sales – and 2010 may not be much better, according to CSO Insights Inc.’s annual sales performance survey. But focusing on CRM technology could be a key cost-cutting strategy, a CSO survey found.
Mahendra Durai, the IT CTO of BMC Software, explains the technology behind predictive intelligence and what it can do to help businesses get rapid returns on their technology investments and slash their capital and operating expenses.
According to customer experience expert Lior Arussy, many businesses today fail to provide their employees with the ability to achieve customer service success. In this chapter, Arussy discusses the downside of an overly controlling management style and gives tips for organizations looking to empower employees.
The SaaS market in Japan has surpassed US$1 billion revenues in 2009, overtaking all of Asia combined, and is poised to still grow at a CAGR of 24% from 2009 to 2013 as adoption across all industries increases, the latest report from Springboard Research suggested.
























