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Return on Behavior Magazine is published monthly by
TeleFaction A/S
DK 2000 Frederiksberg
Denmark
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Current articles
Customer Expectations vs. Customer Needs
Five Strategies For Guaranteeing Customer Loyalty
Going Beyond Behavioral Loyalty
Your Company's Bottom Line is Tied to Customer Satisfaction
Defining Your Customer Service Culture
Pitfalls in customer surveys
You Are The Leader - Customer Excellence Begins With You
Building Loyalty - 5 Steps to Succeeding in Difficult Times

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Karsten Fogh Ho-Lanng

Karsten Fogh Ho-Lanng is Nordic Research Director at IDC, the premier global provider of market intelligence, advisory services and events for the information technology, telecommunications and consumer technology markets. He is responsible for the Nordic research and consulting business, as well as for carrying out his own research within IT and telecommunications.

Ho-Lanng is respected and quoted in the Nordic IT- and Telecom industry for his opinions about, among other areas, the development in the IT Services and Outsourcing markets. He is frequently invited to speak at both IDC and customer events.


He is member of the Advisory Board for BA in Information Management at Copenhagen Business School, and writes a bi-weekly column in Computerworld Denmark.

Ho-Lanng has an extensive background in both IT and telecom industries, along with several years' experience from Danish B2B publishing houses. His IT and telecom experience includes working as a consultant and project manager for PPU Maconomy; a senior management consultant in TietoEnator Consulting; a crm-, marketing manager and business development manager in Telia Networks.

Ho-Lanng has a diploma degree in marketing management from Copenhagen Business School.
You can reach him directly at kfoghholanng@idc.com.





Your customers experiences equal money. TeleFaction’s Return on Behavior concept helps you to increase the value of your customers’ experiences. Whether you focus on improving customer satisfaction and loyalty, increasing additional sales and resale, reducing churn and loss of customers, or improving your critical business relations in customer service at all contact points, TeleFaction offers a solution that will yield the desired results. Return on Behavior Magazine is a free service from TeleFaction.

Return on Behavior Magazine was produced in cooperation with Customaxi .

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Featured Article

Going Beyond Behavioral Loyalty
Going Beyond Behavioral Loyalty
Going Beyond Behavioral Loyalty
Loyalty is the result of repeated customer satisfaction and normally the indicator for a win-win situation between the company and the customer. But not so fast! Loyalty does not always have the same wellspring as there are different types of loyalty-qualities.
Read More >>