Connecting to Customers through Social CRM
Connecting to current and potential customers is one of the biggest challenges facing businesses today. Significant resources are invested in creating and improving customer experiences. Even at this...
View ArticleOf Donuts and Pep Boys – My Most Bizarre Customer Experience Ever!
Can you remember your most bizarre customer experience ever? Let me tell you mine. It just happened today! There are lessons to be learned in all experiences — even the most bizarre one. After reading...
View ArticleFive Ways to Improve Your Customer Service Center
Read full article in Associated Content: Five Ways to Improve Your Customer Service Center Gain Customer Loyalty by Improving Customer Services Connecting to current and potential customers is one of...
View ArticleInternal Customer Concept for IT Organizations
Silo Mentality One of the most difficult problems organizations face today is silo mentality. This is when an organization’s culture dictates non-sharing of knowledge and information between...
View ArticleI miss flying Continental Airlines
I don’t know if it’s just a coincidence but it was the first time we flew Continental, under United name and we had a bad overall customer experience. I have been a loyal customer of Continental...
View ArticleBusiness Relationship Management Frameworks – BRM Organizational Pyramid and...
I joined the professional group Business Relationship Management Institute in April this year. My friend, Vaughan Merlyn, is one of the Institute’s founders. Vaughan and I share a common interest. We...
View ArticleThe Art of Business Relationship Management: Shaping Business Demand for Your...
I am delighted to share this article I co-authored with Ibrahim Jackson about the Art of Business Relationship Management. This was published today in the Shared Services and Outsourcing Network...
View ArticleBRMs Fuel Faster Innovation Cycles
More and more companies rely on innovation as a central factor to successful business outcomes and the only reason to invest in its future. In today’s slow growth market, tougher global competition...
View Article
More Pages to Explore .....