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Today's support organisations are focused on two top-level metrics: financial results and customer satisfaction. For most, it's easy to track financial performance, but customer satisfaction is akin to speaking a...
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Customer experience is the most powerful tool available today for distinguishing your company from competitors ? each contact with the customer offers an opportunity for strengthening your relationships by delivering...
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As companies brace for more bumps in the economic downturn, many organisations are indiscriminately cutting costs. To ensure a seamless transition into the post-recession market, however, slashing and burning is...
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If you aren't assessing customer satisfaction you are overlooking a potential goldmine. This valuable data is crucial to creating a successful IT strategy. But where do you start?
This new...
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Since its launch in 2001, Virtual IT's guiding principle has been, 'We'll look after your IT so you can look after
your business'. And in a relatively short time the company...
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Bosch Security Systems wanted to replace the company's disparate customer and prospect databases that operate across multiple countries with a centralized solution that provides comprehensive and standardized customer information and...
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Compass Group PLC wanted to replace numerous in-house Customer Relationship Management (CRM) systems and locally managed customer and project information with a centralized CRM system for operations across Europe and...
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Kodak Graphic Communications Group wanted to improve the effectiveness of sales and service initiatives for GCG's operations in the Europe, Africa & Middle East region and attain a consolidated view...
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In this issue of ONE, we look at how the combination of insight and effective customer-facing processes can help you outshine your competitors and impress your customers enough to keep...
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You know as much as anyone about the challenges faced by midsize organizations. There are always competitors with deeper pockets, customers demanding more for less, and suppliers giving preferential terms...
The fall of Breathe is being billed as the biggest dot-com failure since the collapse of boo.com and carries with it a warning for the rest of the sector. The Guardian ("expired") reports that having run up debts of £50m the ISP has now called in...
Business failure there is seen as a necessary part of learning and subsequent success. American entrepreneurs tend to see their personal standing rise after a business failure, provided of course they learn from their mistakes.
The IT services division of Hays has been forced to write-off £50m after its failure to implement new computer systems for police forces across England. Delays in the installation of the National Management and Information System have hit the...
The number of dot-coms going to the wall is slowing, according to just released figures from the US. At least 93 internet-based companies either closed their doors or filed for bankruptcy in the first half of 2002 compared to 345 for the...
GPRS is a bigger failure than WAP was," he said. European mobile network operators are barking up the wrong tree with 2.5G data services, according to a consultancy firm, which suggests the industry could be repeating the mistakes it made with WAP...
A divorce would be less traumatic for IT managers than a weeklong failure of their corporate email system, according to a new study. Within just 24 hours of email system failure, almost one-fifth of IT managers said their jobs would be on the line.