Harness the power of CEM
In increasingly commoditised markets, the most important way for an organisation to distinguish itself from the pack – in a sustainable way – is through providing customers with a quality customer experience, and adding value to customers’ lives wherever possible,...Companies to invest in technology
One of the biggest challenges that retailers will face in 2014 is the fear of losing their customers, as well as winning new ones, in a very competitive business environment. To address these challenges more and more companies will make aggressive investments in...Data profiling keeps a database fresh
Having an updated database that contains the names and contact details of both existing customers and prospective clients is one of the most vital marketing tools for a company of any size. “No matter what type of industry you’re in, your clients and business partners...Reconciliation as a strategic advantage
Many retailers are implementing Value Added Services (VAS) in an effort to enhance the customer experience, to generate incremental revenue, and to ultimately gain a competitive advantage, says Ian Steyn, executive : Products and Sales at Innervation Value Added...PCC leads to effective CRM
If users still wait for customers to call them, their contact centre strategy is about to become outdated, says Deon Scheepers, strategic consultant EMEA Interactive Intelligence. Simply waiting for calls to come in, or worse – making outbound sales calls scripted to...