Stuart Lauchlan
Member Since: 19th Dec 2001
co-founder diginomica
18th Aug 2009
Despite all the bad press over the years – who, me? - marketers still think that CRM tools offer the best return on investment (ROI)...
Blog
12th Aug 2009
OK, this has to be a personal best (worst) for me in terms of customer service. Nearly eight months from a first complaint to any attempt...
Blog
6th Aug 2009
I laughed myself silly at the news that EDF had been stuck with a mighty fine from the regulators recently. My amusement was made all the...
Blog
29th Jul 2009
When I was a boy journalist - many, many moons ago - I was given a stern warning on the facts of corporate technology life by my first...
Blog
21st Jul 2009
Interesting report from Vovici, which found that companies are increasingly looking to customer experience management (CEM) in order to...
Blog
15th Jul 2009
Over at MyCustomer.com's sister site BusinessCloud9.com, we've been hugely encouraged by the publication of the Digital Britain report and...
Blog
7th Jul 2009
Well now, there's a surprise. It seems that BT has the worst call-centre customer service, even beating those champions of customer bad...
Blog
1st Jul 2009
One of the cliches that's rapidly crept in over the past year of this economic meltdown is the one about how CRM aims have shifted from...
Blog
23rd Jun 2009
There's a recession on out there, yeah? It's the biggest global economic meltdown in living memory. We're all of us having to tighten our...
Blog