Welcome to Orange Business TV – where we put the experts on the hot seat and ask them “what is it?”, “what does it do?”, “how does it work?” and, most importantly, “how can it make business life easier?” Find out the latest news, views and opinions from the people in the know from Orange, partners, customers and the wider ICT industry. Any comments? Please join in the debate below.
Marc Anné, VP Customer Insight & Advocacy of Orange, explains the role of customer service for multinational companies : service delivery, a committed support center, service management, communication, or even simplicity in hand to hand process.
On a very competitive market and in order to reduce costs, Serge Morelli, CEO of AXA Assistance, talks about new applications AXA Assistance has developed to improve the customer experience in crises and reduce the number of calls. Being an assistance provider is to assist, to rescue and sometimes to save people. "We connect an immediate or urgent need from our customers with a network of providers with whom we have an agreement of service quality and costs." This takes place in automotive assistance, as part of the trip, at home and also in the field of health.
How do you sell service on top of a piece of software when it's labelled free software? That was a bit of a conundrum. This is why Larry Augustin, a former venture capitalist who has been part of the board of Sugar CRM since 2005 decided - with a few other like-minded people - to coin the phrase Open Source in order to indicate that if free software meant that software sources could be used and revised by third party, it didn't mean that it all came at no cost.
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videos in the playlist customer relationship management
customer relationship management01-02-2012
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