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Customer engagement key to B2B success

  In "Creating Impact in B2B Relationships," a report by global research and performance consulting firm Gallup, it's estimated that the average B2B company has an "optimal" relationship with fewer than one in seven of its customers. Gallup reveals that a price-focused strategy, with an emphasis on year-over-year cost reduction, does not hold as much […]

CEM – four truths to know

  Truth #1: CEM requires a systematic approach Change does not happen (nor is it sustainable) when only one part of an organization aligns their practices towards a customer-centric approach. Having CEM succeed demands an orchestrated effort from all departments and levels. If done right, customer insights are embedded into decision-making processes versus getting pieces […]

Microsoft battling with Google

Microsoft has bought the four-year-old business social network Yammer for £770-million as the software giant steps up its battle with Google for the future of technology in the workplace. The purchase of Yammer, dubbed “Facebook for the workplace”, is the latest instalment in Microsoft’s bid to protect its dominant Office products from a challenge by […]

Careline Services becomes HGS UK

Careline Services, the UK-based customer management outsourcing business has changed its name to Hinduja Global Solutions UK limited. The change follows the acquisition of Careline Services by HGS in June 2010.  Since then, the company has been able to leverage the global best practices, partner network and management bandwidth of HGS to expand & strengthen […]

Employees who go the extra mile

Going the extra mile is defined as doing more without being asked. According to HR consultancy ETS, it is one of the key behaviours demonstrated by ‘engaged’ employees. Titled Getting employees to go the extra mile highlights the following as the three most significant motivators that lead to employees being more prepared to go above […]