CRM
Typical CRM software doesn’t work, for customer management or customer service. We’ve written extensively on how Business Process Reengineering and CRM projects have disenfranchised customers. At times its felt like yelling at the sea, but now there’s a new dimension to our thoughts about management best practice built into systems. Gartner agrees with us, or [...]
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Front Office Box
Front Office is rapidly becoming a modern generic term. Everybody seems to be recognising the need to have a Front Office, but I wonder if they’ve done the extra thinking about processes and systems. Without the right philosophy and tools any Front Office is nothing more than a new name for the typical call centre, [...]
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