In The News

- DestinationCRM.com, May 1, 2008

Egg, the British online bank, knows what its customers are thinking all the time, thanks to surveys conducted by Confirmit.

- Customer Management Insight, April 3, 2008

John Jennick, Egg’s head of customer experience measurement, describes how capturing customer feedback during “moments of truth” has enabled the English bank Egg to create customers for life.

- MyCustomer.com, March 14 2008

Despite the massive amount of customer feedback information available today, very little of it is being put to productive use. So why aren't firms using their customer insight to improve the likes of product development and processes?

- NewMediaAge, February 14 2008

The days of sending the same email to all customers are gone. Now eCRM is about segmenting prospects and tailoring messages dynamically, reports Sean Hargrave.

- ICMI's Customer Management Insight, February 2008

The banks really do have it all figured out: "Past performance is no guarantee of future results". Communications from every investment bank and investment company carry that disclaimer.

So why do those same businesses manage their affairs by looking at past performance?