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Webster Buchanan interviewed leading practitioners across Europe to discuss their customer service and support initiatives. Click here to download reports tailored for the
financial services, utlities, telecoms, retail and hi-tech sectors
This 28-page report demonstrates how Customer Relationship Management and Human Capital Management are inextricably linked and how companies that recognise the connections enjoy tangible benefits |
LATEST REPORTS & ANALYSIS Faced with numerous challenges in their customer management initiatives, many organizations are looking for a different approach - one that combines strategic planning with the pragmatism needed to deliver short-term results. This Special Report explores the options From cross-selling to multi-channel management, this Briefing Paper draws on in-depth interviews with senior banking executives to assess the challenges they face in customer process management Senior insurance executives share their experiences in lead management, automatic underwriting and other critical process management issues Thanks to its skill in analysing cost and value, a new role is emerging for the finance function in sales, marketing and customer service This Briefing Paper examines the reasons for the low take-up of CRM practices and IT systems among small and midsized businesses, and argues that the conditions are right for a new, pragmatic approach |
Strategy in Action Webster Buchanan has developed a unique research model based on in-depth interviews with a small number of senior executives, chosen from specific vertical markets. If you would like to participate in our 2008 Customer Management program, please email our head of research in confidence.
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