Outsource Issue 23 - (Page 54)

The RelaTionship ManageMenT CenTRe Changing business practices and modes of communication require a change in an organisation’s mindset in order to optimise its relationships with its customers, bringing all its channels into close coordination with each other, working in tandem for the benefit of the organisation as a whole… Marc Kauffmann, The Kauffmann Group Marc Kauffmann is the CEO of the Kauffmann Group, “the thought-leader in relationship leverage solutions”, working with organisations to help them understand and optimise their relationships’ value. T 54 ●● ●● he way customers shop has changed forever. They research and purchase products and services across multiple channels. Meanwhile, the experiences that savvy organisations offer have heightened customer expectations. Therefore, it’s imperative that companies evolve with their customers and provide carefully crafted and unique services to customers across multiple channels. Relationship Management Centres can make this happen and serve the customer across multiple siloed channels. Effective multi-channel service requires an organisation’s different channels to work in tandem. Therefore, companies should be fully prepared to optimise customers’ experiences in accordance with the channels of their choice. This includes targeted marketing strategies and tactical initiatives. Some companies are getting it right, but others are unable to connect the dots. A Unica Study entitled “The State of Marketing 2010,” points out that some of the “Outsourcing enables management to focus on strategy and driving the business, while reducing operational costs and improving flexibility, service quality and compliance.” - Armand Angeli www.outsourcemagazine.co.uk http://www.outsourcemagazine.co.uk

Table of Contents for the Digital Edition of Outsource Issue 23

Outsource Issue 23
Contents
News & Comment
IT Security
Ian Collard
More Than Just A Headcount
Call Centre Technology
Social Issues
Understanding Value
Cutting Through The Noise
All In The Genes?
It’s Time For Contact Centres To Get Socially Responsible
Right From The Start
All In The Game
Relationship Management Centres
NOA Roundup
Document Management
Digital Vision
Review Ructions
Provider Perspective
A New Reckoning?
Head-to-Head
The Music of Outsourcing
Accelerating Innovation
Labour Arbitrage
Top Ten Tips
The Legal View
HfS: New outsource Partner
Online Round-Up
Sourcebites
Inside Source
The Last Word

Outsource Issue 23

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