Northeast Utilities in Hartford, Connecticut consolidated three customer information systems into one, and six call centers into two.

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Northeast Utilities (nyse: NU - news - people ) in Hartford, Connecticut consolidated three customer information systems into one, and six call centers into two.

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We need something that can be used to remote into our office systems and enter orders and update customer information.

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The data warehouse environment comprises marketing databases, call systems, customer service, GSM network statistical data, invoicing systems, collections and retrievals and all logistics information.

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The report, Great Expectations, says the key to good customer focus is happy staff and that changes such as easier appointment booking systems, clearer information about treatment and better bedside manner can make all the difference to patient experience.

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Systems for measuring customer delight will need to be put in place so that managers have continuous information on progress towards the goal.

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What the experience with Anne demonstrates is that customer relationship and customer care systems also need to be flexible enough to foster and support the creation of new ideas and information from within the organization.

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