- Details
- Written by: Tim Milbourne
- Hits: 93
Enterprises have moved beyond refreshing their customer communication management in response to the consumers’ increasing preference for digital media and are now expecting to derive additional benefits and revenue by framing these communications as conversations.
Read more: Are you ready to develop your customer communication management capabilities?
- Details
- Written by: Tim Milbourne
- Hits: 83
Customer communication is a core capability in every enterprise regardless of the market place within which it operates. Delivering products and services always involves communication and providing this capability incurs cost to the organisation as well as delivering opportunities for acquiring benefits. Communication can be viewed as part of the product that the customer is purchasing, not merely part of the mechanism for delivering it.
- Details
- Written by: Tim Milbourne
- Hits: 85
Legacy customer communications will be part of existing processes which may operate within product servicing silos depending on the way that the enterprise structures customer service operations, e.g. different brands, products types, etc. The first task is to establish the scope of the investment in change and what transformation of the operating model is desired over the near term (~3 years), mid-term (3 - 5 years), and long term (5 - 10 years).