You'll find below a brief description of the major sections within our eArticle Store. If you wish to submit an article, our guidelines, below, allow you to check for yourself the criteria that we apply.

We can't promise to web-publish all articles submitted and reserve the right to edit your work, but we look forward to reading your material. Overall, remember that readers are looking for a lively 'business improvement' read. They won't be sold to! They require proof and evidence to back up assertions.

eArticles Store Contributor Guide to Sections

Case Studies
Readers learn from the world's leading practitioners through "Towards best practice" case studies. Their aim in reading your case study is to pick up practical tips from their own and other industry sectors.

Tell the story chronologically and don't forget to answer "why, when, where, how and what" (though not necessarily in that order).
Elements needed will include:

• Short (50-100 words) "about the company/organisation".
• Real-world facts and figures, wherever possible, (particularly illustrating/measuring change in performance).
• Business drivers (eg competitive dynamics; what the problem was)
• Boxed summary of lessons learnt (bullet pointed).
• Quotes, if possible, from participants
• Danger to avoid: "Ain't we wonderful".

Strategic Customer Service
Does the reader's organization have the right customer facing values for the 21st Century? How do you place the customer at the heart of the enterprise, so all organizational actions flow from the customer's needs and wants? How to move from Customer Service Departmentalism to Pro-active Customer Service as an organization-wide business strategy? How do you integrate Customer Service and CRM across the enterprise? This section covers these and other 'make or break' subjects to raise the reader's horizon and move Proactive Customer Service up the business agenda? Danger to manage in this section is too much theorising. Keep it practical and real-worldish. Include examples of organizations which illustrate your point.

Call Centre Management
How do you turn a call centre into a customer contact centre? How can workflow and call routing improve performance? How do you link, store and access call centre and helpdesk information to provide a single customer view and thereby improve customer relations? How do you motivate your people and move beyond traditional volume-based and speed-based performance measures to new metrics that more accurately reflect effectiveness in meeting customer need and in developing customer loyalty? How do you deliver personal service, with 'personality' through a potentially impersonal medium? Innovative and proven management methods for the call centre or helpdesk are profiled in this section.

eCustomer Service
From the use of corporate intranets to share customer knowledge, to best practice use of kiosks, WAP, Internet and other eCustomer-facing technology. Plus the effective application and integration of data mining and other 'back office' functions and how to link an organisation's eService technology to provide seamless, integrated customer service across all channels.

People Management
How to develop people and culture to deliver consistently excellent customer service. Including subjects such as: How to recruit effectively; the employee-service-profit chain; how to retain staff; developing an innovation culture; reward & motivation programmes; employee development.

Measurement, Satisfaction & Loyalty
World Class organizations are moving on from backward-looking profit and loss metrics. The previously 'soft' areas of satisfaction & loyalty (customers, employees, agents, suppliers, partners etc.) are now, increasingly, measurable and seen as more compelling evidence of likely financial success in the future than old measures that were previously viewed as more reliable or 'hard' (eg P&L). This section features leading edge articles on how to nurture and measure customer satisfaction and loyalty, and evidence of the link between the two.

WOW! Service (Creativity and Innovation)
Your customers' experience needs to 'sizzle' if it is to stand out. High quality, effective and efficient service delivery is now the start point. It is the memorable 'extras', delivered by your employees and agents, that will make your organization stand out as a supplier in your customers' mind. Being witty, creative and original CAN be a differentiator if set within the context of clear guidelines and empowerment. Articles in this section tell our site users how to do it!

Customer Relationship Management
CRM is not a technology. And it's not just fancy sales automation. It is a way of doing business. And that means meshing culture, people, processes & technology in a customer-centred business framework. Articles in this section are 'holistic' CRM articles written by and for managers who are tired of the CRM hype. Proactive customer service IS CRM. Not many managers realize that yet. Those who do read our CRM articles.

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