Category Archives: 231692

Recommended: Customer Experience Pros Are Happier In NA Than In EU

sartorial:  On the Street….Viale Piave, Milano Recommended: #CRM #C Customer Experience Pros Are Happier In NA Than In EU http://ow.ly/1bqQ23 Photocredit: sartorial

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CRM Daily | Accenture: High-Tech Firms Need Social CRM Tools

Toshiba launch
Image by Axel Bührmann via Flickr

Found at http://www.crm-daily.com/story.xhtml?story_id=73401

NEW YORK, May 11, 2010 — New Accenture (NYSE: ACN) research has found that communications Relevant Products/Services and high-tech companies — many of which are falling short in their customer Relevant Products/Services service delivery — need to direct their investments at new levers that enhance the customer experience. These levers include social customer relationship management tools.

The research, entitled “Lessons from the Recession: Where Customer Service and Support Investments Yield Superior Returns for Communications and High-Tech Companies,” revealed that while more than half (60 percent) of the companies surveyed believe their recent actions to extend their offers and reduce costs had positively impacted the customer service experience they delivered, most of their business and residential customers receiving the service reported no visible or tangible improvements

To be continued at http://www.crm-daily.com/story.xhtml?story_id=73401

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Highly, highly recommended book review Of Push and Pull @ confused of calcutta

Found at http://confusedofcalcutta.com/2010/04/25/of-push-and-pull

My thanks to Bob Davidson (oybay on flickr) for letting me use the wonderful shot above.

Those of you who know me well will also know that I have had a soft spot for the writings of John Seely Brown and John Hagel for some time now. [I've found 15 mentions of the word "Seely" alone in the past five years].  The Social Life of Information is one of the most important books I’ve read in the past 20 years. Similarly, ever since I saw the two Johns present the findings that formed the material for The Only Sustainable Edge, I’ve been tracking what they’ve been doing with keen interest.

To be continued at http://confusedofcalcutta.com/2010/04/25/of-push-and-pull

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Recommended: Streetlife Amsterdam 1975 Ed van der Elsken

Ed van der Elsken
Image by citylives via Flickr

Recommended: Streetlife Amsterdam 1975 Ed van der Elsken Color Photography http://ping.fm/IXmow

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Reading recommended:

summer reading
Image by ruminatrix via Flickr

Reading recommended: The Intersection of Retail and Health Care @The Conversation – Harvard Business Review « Fredzimny’s Blog http://ping.fm/lDJs6

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Recommended post:

School-girls #1
Image by Ed Yourdon via Flickr

Recommended post: Assembling a Game Changer at The New School http://ow.ly/179a3Z

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Thanks To C. K. Prahalad

C.K. Prahalad
Image by Nestlé via Flickr

Recommended: CRM #C Goodbye And Thanks To C. K. Prahalad – The business world suffered a great loss with the recen… http://ow.ly/1792Ha

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