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

That you get points for using my name … That if you have a customer loyalty program, you get more points for asking me for my membership card so you can check to see if I can get a discount… But, I’ll tell you what makes the real difference. Relationships do not reside in CRM databases.

Customer Philosophy 92

Customer Philosophy CRM Customer Centricity Customer Retention 92

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