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    Customer service in the Cloud

    At the Gartner Summit in Sydney, delegates were asked if they agreed with the premise that by 2016, 20 per cent of all businesses’ IT would be based in the Cloud. Roughly 70 per cent of the people at the Summit considered the statement to be accurate. Depending on your own predictions on the take-up of Cloud and what your business’ IT looks like, that statistic is either quite surprising or completely underwhelming. But for once at least there’s some consensus on how Cloud is taking off, with all businesses now aware of the benefits it can deliver.

    Written by Simon Burke • 01 Nov. 11 13:13

  • Vendor view: Taking your CRM mobile

    About 41 per cent of Australian consumers have now installed a mobile application on their phone, and, given their incredible popularity, it’s no surprise that businesses, and their employees, are crying out for mobile apps.

    Written by Ian Whiting • 19 July 11 12:38
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    Taking CRM to the next level

    Improving customer experience remains the holy grail for most organisations. Seen as the key to attracting and retaining new customers, reducing churn and increasing profit, how to do it well is an ongoing subject of research, analysis, investment and intense scrutiny.

    Written by Catherine Reynolds • 10 June 10 11:29

  • Who Should Own Your Company's CRM Effort?

    The overall user population of CRM systems is dominated by sales and pre-sales people. And a CRM purchase is almost never done without at least the tacit approval of the sales manager. But driving the purchase decision is not the same thing as the long-term operational ownership of the system. I have yet to meet the sales manager who is interested in the governance, data quality, and deployment issues of a CRM system. But somebody has to own doing this work.

    Written by David Taber • 25 May 10 03:34

  • Marketing Automation: Unique Kid on the CRM Block

    CRM systems are supposed to comprise everything that touches the customer relationship. Through native functionality or integration across systems, CRM systems are supposed to achieve the holy grail of the 360-degree view. But all the good books on CRM were written before the current wave of internet marketing techniques (Twitter anyone?), and marketing automation apps continue to evolve rapidly.

    Written by David Taber • 29 Sept. 09 11:07

  • CRM initiative shows there's no lasting change without buy-in

    Projects that sail along smoothly, with no resistance, are great. But it's the ones that throw lots of roadblocks in our way that end up teaching us things.

    Written by Al Kuebler • 27 Nov. 08 09:19

  • Searching for Happy Customers

    Mess up internal search and you'll frustrate your employees. But mess up external search and you'll alienate your customers

    Written by Galen Gruman • 06 Aug. 07 13:38

  • Self-Service Thy Customer

    The top 10 mistakes companies make in introducing self-service - and how to avoid them

    Written by Allen Bonde • 07 July 06 16:34

  • Is CRM Dead?

    Alive or dead, CRM is vastly changed from the acronym we once thought we knew.

    Written by Allen Bonde • 10 March 06 12:00

  • Your New Market Mandate: Meet the Customer

    Why it's up to CIOs to ensure that their companies are focused on external customers-one at a time

    Written by Jim Cash with Keri Pearlson • 11 Oct. 05 12:10

  • The Road to Damascus

    From knocking IT heads to knocked down by the IT light

    Written by Peter Hind • 09 Dec. 03 12:22

  • Measured Response

    Yesterday I received a very nice brochure from a luxury travel specialist. Let's call it A&B, so no one takes this personally. Among the various destinations meant to entice me was an African safari, which I found quite amusing

    Written by Linda Kennedy • 10 Nov. 03 10:26

  • Ring Ding Dell

    My mother is 84. A few years ago she became an online gaming junkie when my sister finally persuaded her to get a PC. We're not too worried. When we can pry her away from Pongo, she still seems to recognise us, and she's accumulated enough points to buy Delaware. I do worry about some of her new friends, though, like Hot Mama Yum Yum and Jumping Jack Flasher.

    Written by Linda Kennedy • 11 Sept. 03 11:28

  • Fundamentals of Value

    To achieve a value mind-set, focus relentlessly on customers

    Written by Mohanbir Sawhney • 07 Aug. 03 11:06

  • How to Keep Your Customers Satisfied

    If you aren't careful, customer satisfaction measurement could be doing your IT organisation more harm than good. Here are some tips for getting customer satisfaction measurement right

    Written by Mohanbir Sawhney • 11 June 03 14:30

  • Consistency is the Hobgoblin of Our National Carrier

    If last month's column was a tale of a surplus of service, then this is a tale of, well, I'm not sure what . . . You be the judge.

    Written by Linda Kennedy • 11 June 03 11:45

  • CRM is Not for Micromanagers

    It turns out that CRM can provide real, significant value, but it has to be implemented in partnership with a cultural commitment

    Written by John Sviokla and Audris Wong • 11 June 03 11:29

  • A Tale of Two Companies: Part 1

    Over the Christmas break my husband decided to buy a car (during the one brief moment when he wasn't asking me where things were). Gotta admit it took me by surprise: First he's no rev-head and second, we already had two in the garage (and I don't drive).

    Written by Linda Kennedy • 07 May 03 09:35

  • New Value, Same Customers

    The value of customers goes beyond what they spend.

    Written by Mohanbir Sawhney • 10 March 03 14:45

  • Stop Making Cents

    This is a true story. And like all good stories it has heaps of strong emotions - with some of the seven virtues and lashings of the seven deadly sins. There's hope, persistence, anger, despair, arrogance and sloth, but greed is most definitely absent from the list.

    Written by Linda Kennedy • 11 Nov. 02 10:00
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