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Businesses are failing to provide sufficient guidance to their customers on how they should keep their personal information safe.

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A third of British shoppers believe that customer service standards are worse than ever, according to a new survey.

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To help reappraise your strategy, or pull one together for the first time, Tom Darnell provides the following checklist.


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Keith Pearce looks at the implications of the Customer Effort Score really being the best predictor of repurchasing.

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Dan Lee explores how text analytics is allowing CEM to view and act on structured and unstructured feedback together.

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The solid recovery experienced by the CRM applications market in 2010 will continue this year, growing 7.6% to hit $18 billion in revenue terms, according to IDC.

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Forrester's Bill Band explains how firms are optimising people, processes and IT to support a customer journey-centric approach.

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The Open Data Centre Alliance is pushing a powerful new initiative to allay Cloud concerns - but none of the leading vendors are involved to date.

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ExactTarget is integrating Marketo’s apps into its Interactive Marketing Hub to enable firms to plan, monitor and track cross-channel campaigns in real-time.

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Most consumers would be uncomfortable with firms using location-based technology to pinpoint their whereabouts even if it led to an improvement in customer service.

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