You don’t need to be told about the importance of customer service.  Satisfied customers are more loyal, and loyal customers spend more – but today’s informed, connected customers are more difficult to satisfy than ever before.

61% of organisations believe growing customer expectations will have a significant impact on their business in 2005*

Customers want choice, convenience and the ‘personal touch’, but many organisations struggle to meet these expectations in spite of significant CRM investments.

65% of customers buy and browse through multiple channels*

For many organisations, providing multiple contact channels simply creates multiple silos of customer information, leading to inconsistent, disconnected customer service.

95% of organisations are unaware of a previous email when a customer calls to ask the same questions*

Multi-channel CRM may be a hot topic for your organisation, but is it a reality?  Customers expect an informed, professional service; how ever they choose to do business with you.

Exceptional contact management

Exceeding customer expectations in this environment depends on exceptional contact management, and that depends on exceptional connectivity - unifying contact channels, connecting silos of customer information and providing a single view of customer relationships across your organisation.

The simple, integrated solution

BT specialises in network-centric CRM, using intelligent networks to harmonise customer contact strategies, manage customer interactions across 150 countries, and maximise the effectiveness of all your customer-facing resources.  Talk to BT about better customer contact management, and close the service gap in your organisation.

• BT: serving your customers better >>

* IDL, 2005 European Benchmark Study: Utilising CRM for business advantage