Customer relationship management or CRM has become a huge part of any business setup these days. The term basically refers to the organization of the process of management of customer relationships and providing them with the services and information they need to do business with a company. Since … [Read more...]
Customer Service – The Huge Gap between Intention and Reality
When it comes to looking after our customers, quite often there’s a gap, a huge gap between theory and practice. There are books about customer relations; there are videos about customer relations; there are Gurus (mostly self-appointed) about customer relations. None of them actually have to … [Read more...]
Speaking Your Customer’s Language: Skill-Based Dialogue Practice
Customer experience (or CX) is on the lime light. Customer experiences remain top priority for most companies, which are actively seeking for the ultimate strategies and technologies to leverage client-centric initiatives and improve service delivery Nowadays companies are more and more … [Read more...]
What Made The Apple Store Experience a Memorable One?
It was early on a Saturday morning when my daughter and I turned up at the Apple store in Reading. What grabbed my attention? The store showed up as clean, bright, open, uncluttered, and spacious. I also noticed that there were many customers there. Amongst each group of customers there was an … [Read more...]
Most of what passes of as CRM is not CRM
CRM as practiced is not CRM. CRM is about taking the seed of the initial enquiry, inital order, intial sale and turning this into a mutually beneficial relationship through hard work. Work that creates value for the customer AND which allows the supplier to take a share of this value and put it … [Read more...]
