Ethical technology – why it’s still about the people, not the bots

2020-02-13T11:22:21+00:00

By John Cheney, CEO and Co-Founder of Workbooks Organizations, and particularly marketing professionals, are getting to grips with using data to personalize communications and get to know their customers’ needs better. It just makes sense. If you can use [...]

Ethical technology – why it’s still about the people, not the bots2020-02-13T11:22:21+00:00

How CRM Improves Customer Experience

2020-02-03T11:17:44+00:00

Customer experience is the impression left with your customer or prospect after an interaction, driving how they think about your brand, across multiple touchpoints, and at every stage of the customer journey.  People and products are the main elements [...]

How CRM Improves Customer Experience2020-02-03T11:17:44+00:00

How CRM can up your multi-channel customer support game

2020-01-03T12:58:13+00:00

Can you still recall the “old days” when customers needed to drive to a physical store just to purchase an item or use a service? Isn’t it astonishing to imagine a world where you could not instantly receive everything [...]

How CRM can up your multi-channel customer support game2020-01-03T12:58:13+00:00

Tech firms must align sales and marketing to prosper in the “Age of the Customer”

2019-10-04T16:02:44+01:00

How mid-sized tech firms can leapfrog bigger players Back in 1999, Christopher Locke, Rick Levine, Doc Searls, and David Weinberger published a series of 95 proclamations on an unknown website which eventually became known as The Cluetrain Manifesto. Initially, [...]

Tech firms must align sales and marketing to prosper in the “Age of the Customer”2019-10-04T16:02:44+01:00

How the top 15% deliver an exceptional customer experience

2020-04-03T15:39:48+01:00

Improving the customer experience is high on the priority list of many organisations. They spend a great deal of time and money searching for new ways to deliver a better experience than their rivals. But only 15% of companies [...]

How the top 15% deliver an exceptional customer experience2020-04-03T15:39:48+01:00

Gaining a competitive edge through customer experience

2020-04-03T15:41:31+01:00

As markets mature and competition intensifies, products and services converge, and companies become increasingly hard to differentiate. But if you want to generate growth – and who doesn’t? –  you must find ways to stand out. And one of [...]

Gaining a competitive edge through customer experience2020-04-03T15:41:31+01:00

Key metrics for your customer service department

2020-04-03T15:45:19+01:00

Some other departments might disagree, but your customer service function is the beating heart of your business. As the people who interact most often with customers, your service team is better placed than anyone to gather the insights your [...]

Key metrics for your customer service department2020-04-03T15:45:19+01:00