In the News

- CustomerThink.com, May 5, 2008

The year so far has been filled with predictions of a recession on both sides of the Atlantic. Sitting at home in England, I find myself tightening my family's purse strings as heating bills grow and mortgage payments rise with interest rates (yes, I had to remortgage at a higher rate this year). Looks like we're in for a rough ride.

- DestinationCRM.com, May 1, 2008

Egg, the British online bank, knows what its customers are thinking all the time, thanks to surveys conducted by Confirmit.

- Customer Management Insight, April 3, 2008

John Jennick, Egg’s head of customer experience measurement, describes how capturing customer feedback during “moments of truth” has enabled the English bank Egg to create customers for life.

- MyCustomer.com, March 14 2008

Despite the massive amount of customer feedback information available today, very little of it is being put to productive use. So why aren't firms using their customer insight to improve the likes of product development and processes?

- NewMediaAge, February 14 2008

The days of sending the same email to all customers are gone. Now eCRM is about segmenting prospects and tailoring messages dynamically, reports Sean Hargrave.

- ICMI's Customer Management Insight, February 2008

The banks really do have it all figured out: "Past performance is no guarantee of future results". Communications from every investment bank and investment company carry that disclaimer.

So why do those same businesses manage their affairs by looking at past performance?

- MRWeb.com, January 25, 2008

Online research software firm Confirmit has posted a 68% increase in revenue for the final quarter of 2007, including 38% organic growth. The Q4 total of $12.8m includes $2.5m consolidated revenue from the acquisition of MR software firm Pulse Train.

- b-eye Business Intelligence Network, January 7, 2008

Gary Schwartz discusses how Confirmit's Feedback Management software enables organizations to gather actionable intelligence and gain insight into their businesses through customer, employee and industry feedback.

- CustomerThink.com, December 31, 2007

It's been one of the most interesting years in a long time, whether you look at Customer Management from an enterprise, customer or technology perspective. Here are my personal picks for the top stories of 2007, counting down from 10.

- Bank Technology News, December 2007

There's much to admire in Egg's marketing machine, how it quickly gathers and implements client feedback. The trouble Citi confronts is whether the service translates into profits.