Maz Iqbal

MARCH 18, 2018

On CX – voice of the customer, journey mapping etc. In the name of customer-centricity – whatever that means. Colleague: Which big company, as in the kind of company … Continue reading "Dialogue on CRM, Customer Experience, and Customer-Centricity". Yet, there is little to show for it.

Customer Centricity 54

Customer Centricity CRM Customer Journeys Customer Experience 54

Maz Iqbal

JULY 28, 2014

If insanity is doing the same stuff over and over and expecting a different result then it occurs to me that many of us who are working on the Customer stuff can be labelled insane. Relationships do not reside in CRM databases. Communication is more than bombarding customers with sales messages across any number of channels.

Customer Philosophy 92

Customer Philosophy CRM Customer Centricity Customer Retention 92

Maz Iqbal

JULY 30, 2014

Filed under: CRM , Culture , Customer Experience , Customer Philosophy , Leadership / Change / Transformation , Uncategorized Tagged: CRM , customer experience , customer service , human to human , quality , strategy. I wish you well and look forward to being in communication after the holiday.

Customer Philosophy 91

Customer Philosophy CRM Leadership B2C 91

Maz Iqbal

DECEMBER 27, 2014

Incidentally, the lack of consideration of the end users experience based needs is the reason that most CRM systems fail to be adequately adopted and thus fail to generate the promised benefits. Summing Up The State of Customer Experience As At 2014.

Customer Experience 99

Customer Experience Customer Philosophy CRM Fashion 99

Maz Iqbal

DECEMBER 30, 2014

Or the customer journey mapping? What about your investments in CRM systems and other technologies (e.g. IVR) have they taken you to the heights of sales effectiveness and/or customer service delight? Let’s not forget the VoC feedback- has that unlocked the door to customer loyalty riches?

Leadership 59

Leadership Customer Philosophy Customer Journeys CRM 59

Maz Iqbal

JULY 8, 2015

What Is The Central Challenge Of Building Meaningful & Profitable Relationships With Customers? Is it about coming up with new products and services that attract customers like bright lights attract moths at night-time? Is this challenge about opening up 24/7 access to your business through any and all channels?

Customers 48

Customers Customer Philosophy CRM Customer relationships 48