crm - News, Features, and Slideshows

News

• The top 5 technologies to deliver a unified CX

  The customer engagement centre and contact centre have been integrating in silos for decades, with limited sharing of customer interaction channel functionality and data.

• Fisher & Paykel invests in critical CX tools

  Jon White, GM information technology, shares how the premium appliance brand lifted customer satisfaction and lead IT staff to work more closely with business counterparts

• How Spark refused to let legacy norms hold back digital transformation

  ...and developed a playbook for success that other organisations can learn from.

• CIO upfront: Smart CRM is more than just an address book

  Although it has promised a 360-degree view of the customer, CRM has only provided a ‘central view’ of customer records without rich contextual detail and insight. This may change with AI, writes Daniel Lund of Accenture NZ.

• Grant Taylor of Acland Holdings: The route from CIO to COO-plus

  “I don’t talk technology much these days, I talk outcomes for the business,” says Taylor who held a succession of ICT roles before moving into operations.

• CX and complexity: ‘Integrate or die’

  Investments in marketing technologies are on the rise, but syncing them with existing systems is another story.

• ​The Heart Foundation: 360-degree view of the customer

  IT director Shaun Williams says the charity saw technology as a way to expand its reach, and get its message out to more people.

• Doing business with Keir Garrett of Microsoft New Zealand

  The Dynamics Lead for Microsoft NZ talks about breaking barriers and other lessons learned from more than two decades of working in ICT.
  

• The top 10 technologies forcing education leaders to rethink their business models

  Education sector CIOs need to take a broad approach and consider technologies from outside the education community, as well as look for lessons from their peers, reports Gartner analyst Jan-Martin Lowendahl.
  

• Air New Zealand deploys Boxever predictive marketing tool

  System will provide real-time recommendations, one to one offers and messages across channels and call centres.

• The future of marketing: Precognition, bots, and user agents

  The movie 2002 Minority Report nailed what the future of CRM will look like -- but not in the scene you are probably remembering.

• ‘Adapt or die, evolve or be left behind’: Geraldine McBride

  “If you don’t figure out how to be relevant to millennials in the next five years, you may be out of business in the next decade,” says the CEO of MyWave and former SAP North America president.

• Airways New Zealand deploys SugarCRM

  Airways New Zealand, the state-owned air traffic service provider in the country, has rolled out SugarCRM’s solution.

• 13 tips to get business teams to use your CRM system

  Having a great new customer relationship management system won't be worth much until you figure out how to get everyone to use it. CRM experts provide tips on how to get members of your sales, marketing and customer service teams to actually use that expensive new CRM system.

• Firms shun 'risky' offshore call centres for higher-cost local services

  Companies providing offshore contact centre services face a tough battle to win new business over the coming years, as demand in major markets is low, according to a new Ovum report.
  “Several new barriers to offshoring contact centre work have come to the fore and made it a riskier prospect for enterprises,” says Ovum lead analyst and report author Peter Ryan. “Enterprises feel the reduced prices simply don’t compensate for the potential to lose customers in these tough economic times.”