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 30, 2014

One hundred mediocre singers are not the equal of one top-notch singer… - Richard Rumelt, Good Strategy Bad Strategy. On the other hand if a three star chef is ill, no number of short-order cooks is an adequate replacement. We may not be able to define-measure-calculate quality. Yet we are present to it when we experience it.

Customer Philosophy 91

Customer Philosophy CRM Leadership B2C 91

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

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