It's no secret that customer relationship management (CRM) is a key business strategy to determine enterprise success. Aggressively managing customer relationships and working to ensure retention have become imperative to building business, especially through lean times. However, savvy businesses need to conduct the proper due diligence to ensure their CRM strategy succeeds.
Being an IT leader is tough enough at the best of times, but what do you do when your company is stacked with IT experts? 'Make the most of it' would appear to be the attitude of Frank Modruson, CIO of Accenture, one of the world's biggest management consulting, technology services and outsourcing companies.
"It's interesting: There are 180,000 experts on my job here," he quips, referring to the total size of Accenture's workforce. He also has 3500 staff working for him. "That leads to feedback and scrutiny, and that's good. The educated consumer puts you in good stead. They challenge you as long as you're willing to try things. I get to leverage this capability."
Analytics software, which helps businesses track and then manage customers' behaviour, will form part of an extensive technology improvement program this year at Sky City as it seeks to revive the business after a tough financial year.
Chief executive Nigel Morrison pledged to invest the lion's share of its $NZ65 million ($53 million) maintenance capital expenditure in new gaming machines and improved internal technology, after a 49 per cent drop in annual net income to $NZ49.9 million for the year ended June 30.