Tag: SME

Creating value: Tackling threats to the channel ecosystem

A changing channel for a changing world Online sales has become the norm and the relentless growth of B2B marketplaces is changing the landscape for the channel. Digital Commerce 360 projected for 2021 that the collective sales on B2B marketplaces would grow 130% and total $56.0 billion. Buying cycles and sales funnels are changing in…

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How can Channel Partners Gain an Edge with Analytics?

Why are analytics solutions so valuable for businesses?  Analytics is one of the few value-adds that can be promoted even in tough times like COVID-19. Businesses that use analytics to monitor individuals and teams can clearly see the impact of performance on customer experience and focus on KPIs that matter right now. Ongoing measurement makes…

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Making Big Data Work for the SME: Call Management and Analytics

How can analytics be used as a source of new business? With analytics, businesses can understand how to achieve the best performance possible within the constraints of their technical and commercial resources. There are two key ways: customer segmentation and customer experience. Whilst previously the domain of larger enterprises, SMEs can now access essential analytics…

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Tollring’s new iCall Suite release makes KPI-driven insight accessible for SMEs and the mid-market

International software developer Tollring today announces a new version 3.7 of iCall Suite expanding the delivery of relevant, actionable customer data into the hands of SME and mid-market enterprises, to maximise SLA-driven productivity. The enhanced set of modular customer interaction analytics and call recording tools enables all size of organisations to use analytics to make…

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Customer experience

Customer Experience as a Key Driver for Growth

By 2020, customer experience (CX) will overtake price and product as the key differentiator as more businesses plan to distinguish themselves based on CX (source: Walker Information Inc.). How employees deal with end customers is an important focus area. To maintain or improve customer experience, businesses must understand that every employee can influence CX, whether…

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Unified communications for the SME

Unified Communications for the SME: How Analytics Can Level the Playing Field

  The big opportunity for SMEs is the ‘democratisation’ of their customer data; making it available to all in their organisation and understandable by everyone.  Analytics is the key – it can truly help SMEs ‘level the playing field’ and help convert customer interaction data quickly and easily into knowledge and actionable intelligence. Early feedback…

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