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Edgewater Fullscope Blog

GDPR Compliance in Professional Services

Jul 19, 2018 7:00 AM

If you are a business with even one contact in the EU, you should have an understanding about the recent updates to the general data protection regulations. GDPR implications are a major threat to those that violate them but can be an opportunity for those that abide by these regulations. GDPR is – or should be – at the forefront of every CEO’s mind within their professional services firm -- despite the uncertainty that many organizations have about how to implement this within their organization.

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Improve Customer Satisfaction with Every Interaction

Jan 26, 2018 9:24 AM

“Maximising satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20 percent but also to lift sales revenue by up to 15 percent while lowering the cost of serving customers by as much as 20 per cent.”*

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How CRM Can Help Manage Employee Expectation

Jan 19, 2018 8:34 AM

“Employees who are engaged and thriving are 59 percent less likely to look for a job with a different organisation in the next 12 months”*

Customer satisfaction is not just for external customers. The challenge for financial services firms is to find and keep talented employees, who are vital to the continuity and success of their business. Keeping those employees happy and engaged will help to retain them.

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Professional Services: the Robots may be coming but Humans have a Job still to do!

Dec 13, 2017 7:00 PM

Digital transformation in the workplace of customer interactions have led to predictions of wholesale job losses, not least, in professional services. Sectors predicted to be most at risk are banking, accountancy, tax and insurance. The big Industry 4.0 shift now overturning traditional business models of silo thinking, and the access and distribution of data information systems, will indeed, drive the urgent digital upskilling needed for a maximised 360 customer experience at all touchpoints.

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CRM Upskilling: Frontline Action Needed To Retain Professional Services Staff

Dec 6, 2017 7:00 PM

“Weaponise your workforce!”  As 2018 approaches, it’s a call to arms increasingly heard as the key to keeping frontline staff empowered, happy and loyal. Particularly in Professional Services, where often silo’d supply lines of data prevent advancement across the newly reshaped fields of customer experience. The action required is hardly “Top Secret” but there’s often many companies where the message seems not to have got through - and action not yet taken to make the changes necessary for retaining their staff.

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