Maz Iqbal

JULY 28, 2014

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

Customer Philosophy 92

Customer Philosophy CRM Customer Centricity Customer Retention 92

Maz Iqbal

JULY 30, 2014

One hundred mediocre singers are not the equal of one top-notch singer… - Richard Rumelt, Good Strategy Bad Strategy. CRM Culture Customer Experience Customer Philosophy Leadership / Change / Transformation Uncategorized customer experience customer service human to human quality strategy'

Customer Philosophy 91

Customer Philosophy CRM Leadership B2C 91

Maz Iqbal

DECEMBER 30, 2014

How has all the strategy stuff worked out? 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? I invite you to answer that for yourself.

Leadership 59

Leadership Customer Philosophy Customer Journeys CRM 59