De levenscyclus van de klantactiviteiten als spil van omnichannel klantinteractie

De omschakeling van productlevenscyclus naar levenscyclus van de klantactiviteiten (Customer...


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Necessary disciplines for a big change in customer interaction

Post by Martijn Feekes / 15-09-2011 / 6 Comments /

“Beautiful and graceful, varied and enchanting, small but approachable, butterflies lead you to the sunny side of life. And everyone deserves a little sunshine.” ~Jeffrey Glassberg Imagine a C-Level manager of a big B2C corporation that...

Customer web care or social CRM: 4 benefits

Post by SilviaTodorova / 13-09-2011 / 4 Comments /

Last week Mark Smidt posed a question about the use of social media for B2C communication. I thought it would be interesting to talk about the use of social media not only for communications, but also for customer service. According to a recent...

How to Omnichannel in the retail environment (part 1: Shopbox)

Post by ziryan salayi / 09-09-2011 / 2 Comments /

Dilemma of shopping by a working man As a working man, I have to plan all my activities. Nowadays, I have to schedule an appointment when I want to go to the supermarket. When I am shopping for clothes and I see a supermarket, I have to choose if I...

Trends in Social Media…

Post by Mark Smidt / 07-09-2011 / 3 Comments /

Even naar Slideshare en om weer aan het denken gezet te worden. En dat lukt gelijk: Dus… Mark Zuckerberg, founder van Facebook (vergeet niet de film The Social Network te kijken!), constateert dat mensen vandaag de dag meer open communiceren...

The impact of the new mobile internet rates on mobile customer service applications

Post by SilviaTodorova / 06-09-2011 / 0 Comments /

In a recent post my colleague Bjorn de Hoorn provided an interesting example of how mobile chat enhances the service experience for your customers. The introduction of higher mobile internet rates recently made me think about the challenges that...

CRM next best actions: De kracht van voorspellingen en relevante suggesties

Post by Jacqie de Groen / 02-09-2011 / 1 Comment /

Ik vind het heel erg plezierig om in een kledingwinkel geholpen te worden door iemand die in de gaten heeft wat mijn smaak is en die mij dus kledingartikelen laat zien, die ik mooi vind, waarnaar ik op dat moment op zoek ben en die bij mij...

Cross-Channel Integration: A Must for Effective Customer Engagement

Post by Dilyana Simons / 31-08-2011 / 0 Comments /

The single-channel customer is dead, long live the cross-channel customer! I think this should be an urgent wake-up call for marketers, who still try to boost customer engagement relying on multiple-channel campaigns. In the Age of the...