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DCG research and articles about: customer care

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Looking for Customer Feedback in All the Right Places

Contact center and VOC (Voice Of the Customer) leaders are on a permanent quest for customer feedback, typically from email and phone surveys. But in an age of empowered consumers, traditional sources may be inadequate and seem outdated. Today’s leaders not only need to gather effective, quantitative inputs by asking customers for feedback, but also… read more >


Customer Care versus CRM: Don’t Stay Stuck in the Past

The word “customer” in customer experience management reminds us that delivering great experience during the post-sales stage of the relationship is essential to creating loyalty and advocacy. But engaging customers (versus prospects) requires so much more than implementing a customer relationship management system for storing information, as my colleague DCG Principal Analyst Johan Jacobs points… read more >

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Is Your Organization Ready to Take the Leap Towards Customer Care?

Since the dawn of commerce, humans have marketed and sold items to one another and provided pre- or post-sale service. Today sales, marketing and service disciplines are sciences in their own right. Companies have invested vast resources in establishing separate business entities that engage the customer in either a sales, marketing or service activity. Marketing… read more >


Digital Clarity Group Sharpens Its Focus On CRM and Customer Care

I’m delighted to announce that Digital Clarity group has expanded its coverage of CRM with the recent addition of Johan Jacobs, our newest Principal Analyst. Johan not only provides clients with deep knowledge and insight into CRM and customer care, but he also expands our footprint in Europe and Africa. You’re probably wondering, “did I… read more >

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