You've met customer demand for products and services. But have you created an advocate? A greater understanding of customer expectations can enable you to make-and keep-a stronger promise.
Featured articles
Advocacy in the customer focused enterprise Taking customer relationship management to the next level. Learn the six key characteristics of a customer focused enterprise.
TD Waterhouse invests in improved customer service with IBM and KANA First-class customer service is key to TD Waterhouses market leading position. An IBM and KANA solution integrated knowledge across the organisation. The result: enhanced agent productivity and reduced errors.
Thomas Cook captures business more effectively in the travel industry To more effectively allocate airline seats to tour operators, Thomas Cook AG implemented a dynamic allocation system that can be updated in real time and communicate with the travel industry's standard booking systems.
Is this thing on? Findings demonstrate that governments and agencies around the world are increasingly reaching outside to accomplish their missions more effectively and efficiently than in the past. Customer centricity is a key step toward the long-established private sector goal of becoming marketbased.
New thinking
Paths to differentiation - how IBM can help you get there.
Customer relationship management Successful CRM isn't all about technology. The key may be asking the right questions and understanding the answers.
Insight Consumer shopping behaviours are moving to the extremes in every market and industry. What can we learn from those who are capitalising on this shift?
