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EXPERT ADVICE

Delivering a Simpler, Richer Cross-Channel Customer Experience

Over the past few years, we have seen a seismic shift in the relationship between sellers and consumers, with the power shifting to the consumer. Customers have always wanted exactly what they want, when they want it, at a great price. With today's technology, however, they have near total control over business. ...

EXPERT ADVICE

The Emergence of the Mediacosm

The growing demand for digital content products and value-added services is turning communications companies into super-enablers of all things digitally delivered. The many promising new revenue opportunities available are creating a mediacosm -- or a new market of converged communications, media and entertainment services. Mediacosm revenue opportunities are available by bundling traditional communications services with add-ons such as games, videos and Web applications. The emergence of this new market opportunity is driving communications and media companies to consider restructuring the core business processes they rely on to market, sell and deliver these products and services.

Bundled Service, Unbundled Customer Service

However, such simple steps won't alleviate all of the customer frustrations that can arise in a service call, John Konczal, vice president with Sterling Commerce, an AT&T company and enterprise software provider, told CRM Buyer. Digital Content Pushes Change ...

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