Driving the customer service experience and decreasing the cost to serve are important objectives for all industries. In this context, a solid multi channel strategy adds significant value: The banking industry increasingly uses the popular and cost efficient Internet channel for information and transactions purposes. Free-give-away: this Dutch article about Accenture’s CRM engagement with ABN Amro Online Client Services. lees verder…

In order to raise money for charity VSO, Accenture employees from across the globe are engaged in one of the greatest challenges of their lifes, a sponsored climb up Africa’s highest mountain, Mt Kilimanjaro! Kilimanjaro is the highest free-standing mountain in the world, it takes 6 days to reach its top, and temperatures can be as low as -25C degrees.
CRM service line collegues Sandra van Maarseveen and Hanneke ten Hove will join the Global Kilimanjaro Challenge 2008. Start donating! It is simple, just jump to http://www.justgiving.com/sponsordekilichallenge, click the button ‘Sponsor me now’ and follow the process steps. Thank you in advance!
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As mentioned before, companies should tell remarkable stories which customers belief. So where to start when using social media? And what to do next?
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Some time ago I interviewed best-selling author, entrepreneur, and change agent Seth Godin. His new book Meatball Sundae is all about the unfortunate result of mixing two good ideas: Meatballs (business commodities, the works) with Sundae toppings (social media, stuff that make people all excited). Ratio: Don’t make a mess of social media.
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The remaking of the world of innovation is attracting the attention of developed-world multinationals, which are now rapidly diversifying the reach of their R&D programs to capture the benefits of this change, anticipating on what is needed in a multi-polar world: A new model for value-creating innovation.
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CRM Magazine, the industry’s leading publication, has named Accenture as the recipient of its 2007 CRM Market Awards for the consultancy category. Accenture has been honored with the leadership award in this category every year since 2003.

The award honors organizations that, according to the magazine, “focused on creating and cultivating rewarding customer experiences and relationships through the sophisticated integration of people, processes, and technologies.”

In eight industry categories, the magazine named one vendor, firm or consultancy as the Market Winner, based on highest score compared to its peers. Awards recipients are determined through an extensive three-month process and proprietary rating formula that involves industry analysts, financial and corporate information, product and functionality assessments, and customer satisfaction scores.

You can read all about the award in the September issue of the magazine, which can viewed online at destinationCRM.com

It has never been more important for companies to design, manage and deliver an appropriate branded customer experience. Nowadays, customer expectations are increasing: Customers have more information than ever before and are able to compare products and services across industries and geographies. 

Within this context, companies which incorporate a Customer Experience Design model and a Customer Centric approach will benefit an improved customer profitability, customer satisfaction and loyalty.

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We have found leaders rely on three differentiating traits to create and sustain loyalty:

1. Leaders think about Marketing and Customer Management differently;
2. Leaders excel across five key performance factors;
3. Leaders undertake transformational changes to support excellence.

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Having re-evaluated aspects of Accenture’s Global Inclusion & Diversity initiatives, DiversityInc magazine has named Accenture to its 2007 “Top 50 Companies” list.

Accenture has developed a full inclusion and diversity programme called ‘Accent on…’ which is fully integrated into the business across all the workforces. This seeks to reflect the diversity of workforces and clients through a bold, creative and innovative programme of activities and connections which promote the importance of multi-cultural awareness and inclusive behaviours.

Read more on inclusion and diversity at Accenture here.

This might sound obvious, but superior customer service is one of the hallmarks of high-performance businesses. In fact, it has become a virtual requirement for high-tech companies’ service to exceed the industry norm: Better service will ensure repeated business and strong customer loyalty.

Accenture has found that even companies providing an “average” service experience are at risk of losing a substantial percentage of customers. Accenture presents the first installment of a three-part series on customer service in the technology industry. Drawing on several comprehensive Accenture surveys, the extent of the customer service challenge facing high-tech providers is explored.