Vladimir Dimitroff

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2.0 analytics attitude behaviour blog call centre cem click-through clickstream community contact centre convergence crm customer customer centricity customer experience customer-centric customisation customization demographic design e-business e-commerce ebusiness ecommerce employee engagement engine experience fixed functionality lifestyle lifetime loyalty market marketig marketing member mobile monetise monetize motivation needs network one-to-one online operations optimisation optimization organisation design parenttoolbox performance performance measurement personalisation personalization portal process relationship retention roc roi search segment segment segmentation customer customer segmentatio segmentation service site social social network staff stakeholder stickiness sticky strategy technology telecoms tracking ugc usability usage value viral visitor web web 2.0 weblog less