Yearly Archives: 2010

The power of voice

We almost should forget to speak – with a constant increasing set of online tools for text based communication. Tony Crawford indicates that – due to improved technology on voice infrastructure – business people are doing business on the phone more than ever.

Careful with social networking

The past fifteen years we have been busy with CRM – with limited success. Most important driver behind CRM was to record and make available all information about the customer. Now a prominent role for social media is emerging, says Ed Peelen. Customer expectations therefore have to be managed more carefully.