Maz Iqbal

JULY 28, 2014

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

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

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. Would you put some kind of drainage solution to drain water from the floor?

Customer Experience 99

Customer Experience Customer Philosophy CRM Fashion 99

transcosmos Information Systems

MAY 18, 2015

Developing your customer service across known platforms such as front line, back office, IT, etcetera, can only take you so far, because if ultimately the company culture is not customer-centric, then sooner or later your company will fall short in. Philosophy .

Culture 48

Culture Company Customer Experience Customer Philosophy 48