blogs.tieto.com

Author Archives: Silvia Todorova

Silvia Todorova

Silvia is Business Consultant omnichannel customer interaction for Tieto Netherlands with an broad expertise in- and passion for marketing excellence.

Customer web care or social CRM: 4 benefits

by Silvia Todorova, June 13, 2012, 
(330)

Social CRM (http://www NULL.omnichannel NULL.nl/wordpress/wp-content/uploads/2011/09/social-crm NULL.jpg)Last week Mark Smidt posed a question about the use of social media for B2C communication (http://www NULL.omnichannel NULL.nl/?p=1361). I thought it would be interesting to talk about the use of social media not only for communications, but also for customer service. According to a recent Gartner report [...]

Posted in English | Tagged , , , , , , , | 4 Comments

The impact of the new mobile internet rates on mobile customer service applications

by Silvia Todorova, May 15, 2012, 
(72)

mobile customer service (http://www NULL.omnichannel NULL.nl/wordpress/wp-content/uploads/2011/09/mobile-customer-service NULL.png)In a recent post my colleague Bjorn de Hoorn provided an interesting example of how mobile chat (http://www NULL.omnichannel NULL.nl/?p=781) enhances the service experience for your customers. The introduction of higher mobile internet rates (http://www NULL.gsmhelpdesk NULL.nl/read NULL.php?id=6348&ch=1)recently made me think about the challenges that [...]

Posted in English | Tagged , , | 3 Comments

The dilemma of channel profitability

by Silvia Todorova, May 4, 2012, 
(190)

Klantcontact channel ANWB (http://www NULL.omnichannel NULL.nl/wordpress/wp-content/uploads/2011/10/ANWB-channel NULL.jpg) Channel challenges As cross-channel organizations pave their way towards omnichannel, they face some serious channel challenges. An important one is evaluating the profitability of your channels. Unfortunately this is also a difficult one, since channel profitability is closely linked to customer and product profitability. Measuring profitability entails analyzing channel costs. Typical channel costs [...]

Posted in English | Tagged , , , , , , , | 2 Comments

Zonder trends geen innovatie

by Silvia Todorova, April 26, 2012, 
(34)

zonder trends geen innovatieHet cliché van product of customer lifecycle… Marketinglui hebben het vaak over product of customer lifecycle. Dit klinkt tegenwoordig bijna als een cliché aangezien lifecycles zo kort worden (of fases overgeslagen zijn), dat de hele aanpak zinloos is geworden. Een product lifecycle (http://www NULL.quickmba NULL.com/marketing/product/lifecycle/) gaat door de volgende fases: introductieperiode, groei, volwassenheid en ondergang. [...]

Posted in Dutch | Tagged , , , , , , , , , , , | Leave a comment

De 4 fases van de customer activity lifecycle: deel 1

by Silvia Todorova, February 8, 2012, 
(81)

Customer-Activity-LifecycleTraditioneel verloopt de relatie tussen een klant en een bedrijf in drie fases: oriëntatie, aankoop en service. CRM en marketing professionals hebben het vaak over deze drie fases van de zogenaamde customer activity lifecycle. Echter is er eigenlijk ook een 4e fase van de customer activity lifecycle, namelijk: de beëindiging van de relatie. Bij elke fase horen een aantal typische touch points tussen klant en [...]

Posted in Dutch | Tagged , , , , , , , | Leave a comment

Customer journey and customer needs

by Silvia Todorova, September 22, 2011, 
(99)

customer journey and customer needsCustomer Talk announced (http://www NULL.customertalk NULL.nl/nieuws/id4973-Hinl_ontwikkelt_nieuwe_website_op_basis_klantreis NULL.html) that Hi.nl, the Y-generation telecom brand by KPN has revamped its website (http://www NULL.hi NULL.nl/home NULL.htm) based on customer journey and customer needs.  The key argument was that for the end consumer, the sales and service parts of the website, which [...]

Posted in English | Tagged , , , , , , | 1 Comment