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MyCustomer.com

12 ways to ensure your internal customers look after your external customers
Stephanie Edwards outlines the key ways to motivate staff to deliver a great customer experience.
Mapping out customer experience excellence: 10 steps to customer journey mapping
How can CJM improve the customer experience and how do you create a customer journey map?
All change: The four trends reshaping customer service
Social media is challenging firms to redefine their customer service and, as Guy Stephens notes, a number of trends have become evident.
Two heads better than one for the New SAP?
"Normal service will resume shortly!" is the message from SAP's new co-CEOs as they look to calm jittery nerves among customers.
RightNow unveils "reinvention" of Cloud customer service agreements
RightNow has urged its SaaS rivals to follow its new Cloud service agreement model and hasten the demise of the traditional software vendors.

Radical marketing thinking: Necessity is the mother of invention

2010-03-15 06:59

CMOs shouldn't be afraid to question what they do and look for new ways to improve efficiency in producing their financial contribution, says Nicholas Watkis.

The biggest enemy of customer strategies

2010-03-15 06:48

The biggest enemy of customer strategies is not the lack of funds or resources, and it’s not lack of ability or expertise. Lior Arussy believes it is something else.

CRM systems criticised for poor customer analysis and profiling

2010-03-12 13:24

customer_CRM_software_data_information_marketing_service_social

Only one in ten CRM users believe their system is up to accurately analysing and profiling customer needs, according to a new report.

Salesforce.com hit by outage - Twitter flooded by SF.com abuse/support

2010-03-12 11:16

Twitter was flooded by Salesforce.com users following a major outage - with Tweeters posting a mix of frustration and support for the provider.

Microsoft video player to take on iPlayer and boost stickiness

2010-03-11 11:41

Microsoft’s advertising-based MSN Video Player is intended to encourage more consumers to visit its portal and improve the site's stickiness.

Social media being used in harmony with email by marketers - report

2010-03-11 11:32

Social media is enhancing rather than replacing email marketing campaigns - but marketers aren't paying enough attention to the quality of customer lists or ROI.

Civil servants 'pretended to be answer phones' to handle workload

2010-03-10 14:47

Staff at the Department for Work and Pensions claim they were told to pretend to be answer phones to deal with high volumes of calls.

Analyst forecasts double-digit growth for online retail

2010-03-10 14:08

Marketers must develop a multichannel sales and marketing strategy to take advantage of the growth, according to Forrester Research.

Telcos top customer service list of shame

2010-03-10 12:10

Telco customer service levels are by far the worst in the UK, with one in four adults making a complaint and only a third happy with the resolution.

RightNow Cloud Service Agreement: Industry milestone or clever stunt?

2010-03-09 12:05 - 2 comments

Is RightNow Technologies' new Cloud customer service agreement a defining moment for the Cloud sector and CRM pricing - or a big publicity stunt?

Direct marketing limits abolished in the UK

2010-03-09 11:21

Royal Mail has agreed to remove existing caps on the amount of direct marketing material that postal workers can deliver to households.

Social network marketing facing regulation

2010-03-09 10:34

The Advertising Standards Authority is to start policing social media and microsites, enforcing rules in the same way that it currently does for TV, press, poster and radio adverts.

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Welcome to MyCustomer.com

Welcome to MyCustomer.com, the voice of the CRM industry. In March, we'll be exploring a sector that is being revolutionised by new technology and processes - customer service. So this month, in addition to our usual blend of news and features, we'll also be dedicating numerous articles to the science and technology of customer service.

Top Twitter influencer Rich Baker kicks things off with his thoughts on the service revolution taking place.
Chris Hancock discusses the 'laboratory approach' to customer service.
Guy Stephens highlights the four trends shaping customer service in the wake of the social media revolution.

Later in the month we'll also be looking at areas including the use of social tools in customer service, customer journey mapping, and self service 2.0.

In the meantime, if you have any other questions or comments then please contact me at editor@mycustomer.com

Kind regards,

Neil Davey

MyCustomer.com reader poll

How is your organisation using mobile marketing/services to improve customer engagement?

Mobile marketing is a core part of our customer strategy

We do occasional ad hoc mobile marketing

25%

We don't do any mobile marketing but plan to in the future

50%

We don't do any mobile marketing and have no plans to

25%

Total votes: 12

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