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Behavioural change to create needs-based and engaging customer conversations – a practical guide
Many companies invest significant time and effort into training their front-line people to deal with customers effectively. Often this training is ver...
Mobile apps are becoming the richest and most innovative channel for selling to and serving your customers
Australians love mobile phones (and mobile apps). In fact, we love smartphones even more than we love our footy. We have the 2nd highest penetration o...
From Defence to Offense: Focus on Customer Experience to succeed in a softer economy
In July we set out to understand the current roles, responsibilities and challenges of Customer Experience managers across Australia. The results of t...
UX design theory leading to success in practice
A walkthrough of the UX design approach, from theory to system, and why this is important to customer experience....
"Getting it right" with CRM - Raj Mendes on Sky News
A decade after the first CRM wave, much time and effort is heading towards CRM again. Raj was invited on Sky's "Technology Behind Business" program to...
Closed Loop Marketing - Euro trends in Life Sciences CRM
Traditional CRM can deliver great benefits, but most deployment efforts still fall short with regard to the main purpose – managing the customer rel...