But at the heart of many customer service operations lies the humble call centre, a facility which all too often serves merely to sour the customer-supplier relationship. With corporate and consumer buying decisions increasingly based on levels of...
He went on to explain most RFPs are biased towards the supplier(s) with whom the prospective customer has a good relationship and effective sales activity takes place before the RFP is issued. It would undermine the ability of a buyer to qualify a...
Businesses, and individuals with the responsibility for making the final decisions on IT investment, need to pave the way for open and honest feedback. Many companies are using relationship management (RM) as a physical manifestation of the need...
In discussions about outsourcing, most of the attention has been paid to the performance of the offshore supplier rather than on managing the outsourcing relationship once the contract is signed. Managers who have a hands-on approach to solving...
Will operators shift to virtual networks hosted by BT as a result of the 21CN? The debt problem has been addressed, we've changed from just being a telco to also being a major supplier of ICT services, and we've also revitalised our approach to...
The famous "Intel Inside" campaign gave the chipmaker a direct relationship with customers even though they buy computers from another supplier such as Dell or Toshiba. Chandrasekher said: "With the launch of Centrino, we made that shift consciously.