| Experts Corner |  There has been a certain amount of scepticism surrounding CRM in the past, but now it seems like everyone is doing it. Is this the case?
Andy Wood, MD, GI Insight
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| Books | Implementing CRM: From Technology to Knowledge
This book focuses on the actuality of implementing CRM. It is about the organization's ability to provide a seamless and personalized experience to each customer rather than a transactional or...
by David Finnegan, Leslie P. Willcocks
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| |  | | By Patrick Headley, Sales Director, GI Direct | |  | | | Today, with the battle to retain customers, coupled with escalating pressure on marketers to be environmentally friendly, digital print is increasingly becoming the obvious choice for customer communications and marketing messages, allowing for a more targeted and personalised approach.(read more) | | 23 July 2007 |
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| | | | By Richard Brown, VP Sales - EMEA, Interactive Intelligence | |  | | | ‘Customers don’t like self-service technologies.’ Time was when this had more than an element of truth, as we all regaled friends and colleagues with ‘war stories’ of poor customer service, long holding queues and having to constantly repeat information before getting through to a call agent.(read more) | | 02 July 2007 |
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| | | | By David Williams, CEO, How to Experience | |  | | | Most large organisations boast major initiatives around “customer centricity” and “Putting Customers at the Heart”. But the reality is often very different. David Williams of ‘How to Experience’ explores why so many Customer Focus programmes simply pay lip service to satisfying customer needs — and considers what’s needed to define and deliver meaningful customer benefit.(read more) | | 21 May 2007 |
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| | | | By Jeremy Bentley, CEO, APR Smartlogik | |  | | | Improved CRM by online directories provide a model and inspiration for newspaper publishers -- and taxonomy management is the key.(read more) | | 25 July 2006 |
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| | | | By Arthur Middleton Hughes, VP / Solutions Architect, KnowledgeBase Marketing | |  | | | VoIP is sweeping the planet. For those who do not know it yet, VoIP stands for Voice over Internet Protocol. It is a method whereby users anywhere in the world can call anyone else over the Internet for almost nothing. Two independent providers of VoIP, Vonage and Skype, are marketing their services in fundamentally different ways. It is a very interesting story.(read more) | | 26 June 2006 |
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