How Can You Be at the Center of Your Customer’s Own Loyalty Program?
The “Relationship Revolution” is upon us. Customers are longer content to just come through the front door of the business with a phone call using the means that companies have provided them for years....
View ArticleERP, CRM and BPM vs. Business Process Optimization
When I speak to customers about business process optimization many have the initial reaction of, “isn’t this part of ERP or CRM?” or, “how does this differ from BPM?” They may be surprised to learn...
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Are you suffering from “Cloud Confusion”?
A plethora of articles refer to the cloud as if it’s something new. In reality, cloud-based software has been present for many years. What is true is that cloud software is now available at a much...
View ArticleAre You Retrofitting Your Customer Experience to Your Technology?
Let’s face it, getting budget to accomplish anything these days is an uphill battle! You need a strong business case, good executive support for your ideas and a momentum that is often hard to get...
View ArticleTop B2B Tech Trends for 2014
It’s November and technology observers around the world are looking ahead to 2014 identifying the key trends and developments. Gartner recently released their top 10 Strategic Technology Trends that...
View ArticleYour Customers Are Connected – Are You?
Emerging channels are impacting the customer experience at an increasing pace. How we understand, track and respond to the growing range of contact channels demanded by the “now” generation – and...
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