An explosion in customer engagement through social media need not cause a headache

As customer engagement through social media becomes the norm in customer service, logistical issues of handling volumes of conversations can become a challenge. This is especially true if it builds quickly. The immediacy of social media and the customer service expectations of many markets create a demand for ‘instant response’ as the required standard of customer engagement. […]

Plain on the tin, complex underneath

Recruited as Head of Sales & Marketing at clinical decision support software developer, Plain Healthcare in 2005. Promoted to Board after less than 2 years. Left when business sold to Advanced Health and Care at the end of 2013. Clinical decision support content at heart of products was NICE-accredited and contained over 1 million words. […]

Custometrix: freelance consultant, interim director/manager

An independent consultancy, Custometrix Ltd supplied marketing, sales, CRM and inside sales consultancy services, as well as interim management. Between 2000 and 2005, it had numerous clients including:   INTERIM MANAGEMENT Caribaya Inc. was a multi-media contact centre based in Barbados. As interim CEO, my role was to get it operational, train the staff, acquire first clients […]