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 28, 2014

While an automated phone system may improve an organisation’s operational efficiencies, it rarely improves the customer experience. Susan Scott, Fierce Leadership. 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