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Editor's note
Welcome to MyCustomer.com - the voice of the customer relationship management (CRM) profession.
This month sees us turning our attention to the organisation's most important assets - its employees - examining the role they play in customer relationships. Therefore, in addition to our usual daily content, we'll be looking at topics including internal brand alignment, change management and the new skills/roles that are demanded in today's world of 'customer'.
Be sure to check out Jennifer Kirkby's May analyst report which provides a strategic overview of the topic, tying this month's content together.
Elsewhere, pop by the MyCustomer.com news blog, where Stuart Lauchlan will be providing regular updates on the breaking stories and rumours from the world of customer management.
Don't forget to visit our forums for all your questions and opinions. And if you've yet to join our community, why not register now - for free - and receive the latest updates delivered directly to you.
Neil Davey
Editor
MyCustomer.com
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Why change management is critical to Web 2.0 success
The change management that is necessary to successfully deploy and absorb the changes associated with Web 2.0 has caught some businesses unaware. more...
Editor's choice
Customer service & experience feature
Oracle president Charles Phillips: Evangelising Enterprise 2.0 Oracle is setting up a dedicated Web 2.0 organisation, although president Charles Phillips admits there is still market confusion about Enterprise 2.0. So what is Phillips' Enterprise 2.0 pitch? more...ECMW report
Special report: European Customer Management World 2008 European Customer Management World boasted a heavyweight line-up including Sir Richard Branson, Ken Blanchard and Fred Reichheld. What words of wisdom did they have for attendees?more...MyCustomer.com news blog
Breaking news and views on the world of customer management courtesy of news and analysis editor Stuart Lauchlan, including: A Beehive in Oracle’s bonnet. more...Exclusive analyst report
Engaging employees the John Lewis way Measuring, training and rewarding employees can engage staff with your brand message. But making customer-facing employees the voice of the customer can be even more rewarding. more...Download of the week
White paper: How to transform customer data into profit By SASRead this white paper now to understand how analytics can drive success in each customer-facing area, from marketing to sales to service.
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