Media
Centre
Customer Consulting
Sally Rustom
Simon Rustom
Kathy Duxbury
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the link for appropriate press release
22nd March 2010
Customer Consulting
welcomes contact centre report
The customer and change management company Customer
Consulting Ltd (CCL) has welcomed the findings of the ‘UK Contact
Centre Decision-Makers’ Guide 2009’, a report which examines the
performance, operations, technology and human resources aspects of
UK contact centre operations.
18th February 2010
Customer Consulting
develops methodology to help the water industry improve levels of
customer satisfaction
The Ofwat
consultation document - 'Protecting consumers, promoting value,
safeguarding the future' - sets out proposals for regulations help
to directly correlate standards of customer service with cash for
water utility companies. A key part of these proposals is the
establishment of a Service Incentive Mechanism (SIM).
24th November 2009
Effective customer management is
the key to success in the current economic climate, reveals CCL
The relationship - or
'value exchange' - between the business and the customer is the key to
organisations emerging from the current economic crisis stronger and
more successful believes Simon Rustom, managing director of the
customer and change management company Customer Consulting Ltd (CCL).
22nd October 2009
Customer Consulting
celebrates its tenth anniversary - and advocates a strategic approach
to customer management
Customer and change management company Customer Consulting Ltd (CCL)
has celebrated its tenth anniversary by entertaining its clients and
consultants at an event at the Royal Institute of British Architects in
London.
27th August 2009
Customer Consulting launches
new healthcare division: Transforming Patient Pathways
Customer and change management company Customer Consulting Ltd (CCL)
has launched a new division whose offerings are aimed at the healthcare
sector. The division, called ‘Transforming Patient Pathways' (TPP), was
set up in response to the increasing levels of work that CCL and its
consultants are carrying out in both the NHS and the commercial
healthcare sectors.
20th August 2009
Customer Consulting explores how
to retain 'promiscuous' customers ...
As a result of its work with companies across a wide range of
industries over the last ten years, the specialist customer and change
management company Customer Consulting Ltd (CCL) has revealed that
successful customer relationship management - and customer retention -
depends on offering the right product or service at the right price in
way that makes it easy for the customer to both buy from, and trust,
the supplier.
13th August 2009
Customer Consulting combats
contact centres' failure demand
Customer and change management company Customer Consulting Ltd (CCL)
estimates that some 40 per cent of all calls to contact centres,
especially those in the financial services sector, are the result of
failure demand. CCL's managing director, Simon Rustom, believes that,
"Failure demand results in more costs for the business because of the
time and resources spent in responding to additional customer enquiries
and complaints as a result of processes that do not work."
22nd June 2009
Customer Consulting celebrates
ten years
The specialist
customer and change management company Customer Consulting Ltd (CCL) -
founded in 1999 - is celebrating ten years of helping organisations to
optimise their return on investment in customer management activities.
16th June 2009
Customer Consulting launches
interim division
The specialist customer and change management company Customer
Consulting Ltd (CCL) has launched an ‘interim division' to provide
highly skilled and knowledgeable staff to help solve organisations'
temporary skills shortages. Current interim management customers for
CCL include Orange, BUPA and Aviva.
8 June 2009
Customer Consulting launches
benchmarking research service
The specialist
customer and change management company Customer Consulting Ltd (CCL)
has launched a research service which aims to help member companies to
discover what truth there is behind old adages such as that ‘it's five
times more expensive to find a new customer than it is to sell to
existing customers'.
23rd March 2009
Customer Consulting helps
First Great Western to improve its customer information process
First Great Western (FGW), one of the UK's Train Operating Companies
(TOCs), is implementing a ‘customer information during disruption' (CIDD)
process designed by the specialist customer and change management
company Customer Consulting Ltd (CCL).
11 March 2009
Customer Consulting stresses
help for redundancy survivors
In the current economic climate, almost every industry seems to be
contemplating or making redundancies but those people remaining after
these job cuts are just as important as those who leave. Ignore that at
your peril is the advice of the specialist customer and change
management company Customer Consulting Ltd (CCL).
21 January 2009
Customer Consulting expands to
meet growing demand
While some firms are finding that the current economic downturn is
adversely affecting their activity, the specialist customer and change
management company Customer Consulting Ltd (CCL) is seeing demand grow
for its brand of practical business advice.
8 January 2009
Customer Consulting helps clients
bring calls back from India - and save money
A large financial services organisation is looking to save some £3m
in the first year, thanks to advice from the specialist customer and
change management company Customer Consulting Ltd (CCL). That advice
would move the ‘front office’ aspect of its customer contact centre
back to the UK from its base in India.
