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Digital Clarity Group Sharpens Its Focus On CRM and Customer Care

Customer Loyalty iStock_000017005101I’m delighted to announce that Digital Clarity group has expanded its coverage of CRM with the recent addition of Johan Jacobs, our newest Principal Analyst. Johan not only provides clients with deep knowledge and insight into CRM and customer care, but he also expands our footprint in Europe and Africa. You’re probably wondering, “did I read that right?”  Yep, that’s right, Johan is based near Cape Town, South Africa, and when not in Africa, he spends a lot of time advising clients in Europe and the US. We are delighted to have Johan on board and look forward to reading his first DCG publication which comes out next week—a best practice framework report titled “Is Your Organization Ready to Take the Leap Towards Customer Care?”

Johan’s more than 28 years of experience in the global IT industry spans business development, enterprise program management, enterprise apps, business intelligence and strategic planning. He is a world leading authority on CRM and has extensive experience in the call center and help desk industry. As a former lead analyst and Research Director at Gartner for web customer services, Johan developed best practices and research in email response management (ERMS), self service, virtual assistants, knowledge management, mobile, web chat and video chat.

Johan’s rich experience in CRM and customer service will help to increase Digital Clarity Group’s laser beam focus on customer experience management.  If you want to catch Johan in person about these topics, next week he will be speaking in New York City at these two events:

Welcome, Johan!


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