Introducing a new CRM system into a business is much like vowing to ring in your New Year with a healthy diet and excercise regimen. A prevailing reason that many Customer Relationship Management system implementations (and weight loss plans!) fail is that people simply give up too … [Read more...]
Still Using Email as Your CRM Solution? Bad Idea!
A few decades ago when there was no email, a pile of letters would land on someone’s desk each day. These letters had to be responded to appropriately - a business couldn’t allow them to just pile up forever. The communications had to be managed, responded to and filed accordingly so the company … [Read more...]
What have I learned after 25+ years at the coalface: marketing, selling and serving customers
“You have been playing the game of business for 25+ years and most of that has been at the coal face – intimate contact with the customer. In addition, as a customer you have had many encounters with many companies. How would you sum that up?” That is the question that was posed to me recently. … [Read more...]
Why your Organisation is not Customer-Centric even if it is Customer-Centric
This is a long post and a philosophic one so you might be better off doing something else unless you have an avid interest in customer-centricity and getting to grips with it. Furthermore, you might not like what I share here. It may disturb you and you find yourself annoyed even angry at the … [Read more...]
Customers are not created equal, neither does your employee
In the past few days I was discussing about how interlink between customer experience versus employee experience. How can it be? The logic is like this, how can you able to delivery customer experience if your employee not enthusiast enough to do so? What makes them enthusiast? they must be engaged … [Read more...]
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