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Press release

10 May 2005 - SciVisum chair Interactive Media Retail Group IMRG workshop

Deri Jones chaired the panel at the IMRG workshop on CRM - one of a series of coordinated events for IMRG members.

Also on the panel were:
Wendy Derbyshire - Head of eBusiness - jdwilliams
Mr. John Veichmanis - Head of eCommerce - Otto, (Gratton, Freemans)

4 key CRM best-practises that emerged from the disscussions were:

i) take your customers' temperature, with brief questionnaires at key moments (particularly easy to have a 3-question form after the on-line checkout process for example)
ii) voice activated systems are becoming more acceptable to callers - use them carefully to handle repetitive call types and for peak-load skimming
iii) make sure that your call center staff can access what customers have just ordered or etc online - and in realtime is the target!
iv) on your web site - obtain regular scorecard metrics on the performance of the core user journeys: page delivery speeds, sporadic error counts and etc; which your web analytics system won't tell you.

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