Customers expect consistent, knowledgeable service no matter how they communicate with the company - across phone, fax, email, Web/ecommerce, voice and face to face. And yet, like many new disciplines, the value of customer relationship management...
However, for a flag carrier with various classes CRM is essential. For a few years now software vendors, integrators and the other usual suspects have been saying customer relationship management (CRM) technology is the key to good customer service.
For the rest of the interview, in which Mitnick talks about his relationship with the hacker underground and his favourite con, read on.http://www.silicon.com/a55864 Mitnick: We want to take the ideas from the last part of the book and to provide a...
Tyler and others looked at 900,000 messages from within HP Labs, with the results showing that email discussions closely follow a company's organisational structure or projects, with only limited discussion beyond functional groups.
We are some way away from being world class in some of our cost structures because of our historic structure of the business, which was very regional but, frankly, I think we need to invest behind some of our growth systems and saving money there...
We have a tendency to think about whole classes of problems. In focusing on trying to handle classes of problems like that, we want to take people issues first, define it and then get a technology answer toward mitigating classes of problems.
Did you find this white paper useful? 
White Paper RSS
Download
Register
