This is increasingly important in areas such as financial services, telecoms and utilities where deregulation and competition have increased rates of churn, and often made a mockery of assumed customer loyalty.
It's like a rerun of the whole ERP (enterprise resource planning) fiasco and it stems from the fact that companies haven't worked to get their customer strategies in order in the first place before bringing in the software to support it.
Organisations focusing on customer care, rather than on cost saving, fared best in commercial terms, but there is still plenty of room for improvement on innovation and growth. UK companies realise the benefits of knowledge management but are...
With Siebel's segmentation capabilities, users have unlimited flexibility in defining precisely targeted customer segments using integrated analytics, calculated mathematical scores and formulas. Users of Siebel ebusiness applications can refine...
Poor customer service remains the main reason consumers desert a product or service despite the vast amounts of money invested by businesses on customer relationship management (CRM) technologies in recent years, according to new research.
SAP has targeted 2010 as the next big upgrade year for its core software: mySAP ERP 2005. ERP, or enterprise resource planning, can take care of everything in an organisation from payroll to HR to financials to manufacturing and more - only it's...
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