Posts Tagged ‘bankamagazine’

My Article on Organizational Gaps in CRM (translated to English), Banka magazine, March 2003

The article elaborates the problem of a "CRM organization" - the one that behaves in a consistent way throughout all of its ways of operation, including different departments, people and processes. Author has put a special focus on "non CRM" departments, such as fraud detection and collections, because those often forget to take part of an integral CRM ecosystem...

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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...

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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.

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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.

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My article on call centers translated to English, Banka magazine, February 2002

Call centers represent the very hearth of a CRM strategy. Why do we need call centers? How do we choose it and what is the experience of those who decided to modernize their customer interaction environments? These questions and more I tried to answer in this article, published in 2002 in Croatian Banka magazine. I have translated it to English for the convenience of all English speaking visitors of this blog.

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