Customer Communication Is King

by eCRMGuide.com Staff

Managing Director of LaserCom to discuss the Age of CRM in webcast.

PALO ALTO, CA--The Age of CRM is upon us and an upcoming webcast supposedly will help companies understand the challenges they face in order to be successful.

Georges Tsitos, the Managing Director of LaserCom, will discuss three challenges organizations must meet in the online interview:

       --The increasing difficulty for companies to manage information flow
       across channels (Websites, call centers or traditional paper

       --Who actually "owns" a customer within an organization?

       --The ability to capitalize on regular and frequent contact opportunities
       with customers.

Tsitos believes companies need a customer information "gatekeeper". "Someone has to have the final right to say what information goes out, how the customer is contacted, how he is marketed to, and how his interest is best protected." The gatekeeper also has to "be responsible for managing and creating an interactive dialog with customers because communication is a two-way street. Organizations today are still pushing out too much information," he insists. "Today we have to listen to customers; we have to get feedback from them and integrate it into our systems."

Tsitos says LaserCom is all about integrating an organizations's touch points and the lines of businesses within organizations into a coherent communications effort to customers. "We deal with the full scope of the customer communication contact", Tsitos says. "That ranges from paper to electronic - electronic bills, electronic presentment to systems, campaign management systems. We also provide facilities to improve your cross-selling, up-selling, and output management that helps you organize your production of information and documents."

The interview is scheduled to be webcast tomorrow, December 20th. The interview is conducted by Michael Killen, Founder and Chairman of Killen & Associates, an Internet market research firm, on their site located at www.killen.com/tv/gtsitos.

  This article was originally published on Tuesday Dec 19th 2000
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