Meeting customer needs for multi-channel access and keeping them satisfied can be the key to future business success. Within 10 years it is estimated that more than 25 million people in the UK will be using mobile internet services and in the next five years users of interactive digital TV is forecast to exceed those using PCs.

Customer Relationship Management (CRM) is about having the right business philosophy that is dedicated to providing the total, tailored customer experience. Do you have the right leadership, strategy, culture and grasp of e-business technology to do this? Or are you relying on customer inertia to keep the order book healthy?

Today, there is a wealth of innovative business methods to help you to keep ahead of the competition and improve profitability by focusing on customers’ individual demands. eCRM is enabled through a wide range of devices and technology including the web, fax, mobile, WAP, e-mail, new generation contact centres and of course the telephone.

BT’s panel of experts is able to answer questions, difficulties, or issues on eCRM and the concept of customer individuality.