My Article on CRM customization (translated to English), Banka magazine, September 2002
Organizations in mature phase of managing customer relationship are becoming able to implement real time dynamic (micro) segmentation in addition to the traditional segmentation based on "obvious" customer parameters. Personalization of the content, on the level of individual customer, is possible through matrure data collection and management. The article starts by an original introduction into the topic by an example of a restaurant with 150.000 tables...
Categories: My Articles Tags: bankamagazine, business articles, CRM, marketing, segmentation
“Tasting” the McCafe’ business model
McDonalds announcement to introduce McCafe' line of business brought many controversies during past year or so. One of the comments from a journalist was about hard-to-immagine truck diver who jumped in McDonalds for a fast and cheap hamburger lunch, asking a fancy cup of latte macchiato. Is this a problem? I went to the Zagreb McCafe and "had a taste" in person of the newly introduced McDonalds business model. Read about it in the furhter text and let me know what do you think.
Categories: Posts, Sales, marketing & similar stuff Tags: business model, customer service, marketing, McCafe, McDonalds
My article on IVR systems – PART 2 (translated to English), Banka magazine, May 2002
This second part of the article published in Banka magazine in May 2002 talks about the recent technologies and trend in Interactive Voice Response (IVR) industry. While the first part of the article is pretty universal from time perspective, this one has to be read taking in mind that it was written in 2002. Today the major change is about today's handy nature of mobile broadband and all the services and applications that exist on modern mobile devices. Enjoy reading how the future looked like in 2002.
Categories: My Articles Tags: bankamagazine, Interactive Voice Response, IVR, NLSR, text to speech, Voice Recognition
My article on IVR systems – PART 1 (translated to English), Banka magazine, May 2002
This is the English translation of an article published in Banka magazine in 2002. The article is about Interactive Voice Response devices (IVR). IVR systems find their "best fit" within call center environments where they represent the "finest compromise" of a CRM strategy. This is the first part of the article, addressing pretty universal topics of CRM, IVR and call centers, and therefore still actual, despite its origin from 2002.
Categories: My Articles Tags: bankamagazine, call center, CRM, customer service, Interactive Voice Response, IVR
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