Articles about customer management

OK, I’ll put my neck on the line here.  The purpose of being in business is not to make profit.
The purpose of being in business is to create and keep customers.
In this article, Carolyn Blunt looks at how we should treat different customer groups in different ways.

Email is an increasingly common way to communicate with customers, and monitoring quality is essential to ensure high productivity.
Our expert panel share their tips on how to get the most out of email customer service.

It is important for all companies to keep on top of their databases, not only to make their contact with customers as efficient as possible, but also to ensure they are not breaking the law.
Data cleaning also allows you to create a ‘single customer view’ where all a customer’s details are kept together – improving [...]

CRM used to be the flavour of the month, but of late it has fallen from grace.  Richard Snow looks at the future of CRM and where it goes from here.

How many of us have opted for the cheap option, only to regret not spending that little bit extra – whether that be on a washing machine, a car or a holiday? So often in life, the less your initial investment, the more you end up spending in the long term. The challenging economic climate [...]

Does your business model work? In the boom time of the late 90’s the number one driver for business was customer numbers. Profitability, costs and customer service quality didn’t really matter.Well the telco providers and those in financial services, have finally realised that their models don’t work anymore.