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

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

Susan Scott, Fierce Leadership. 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. Relationships do not reside in CRM databases. What takes mere seconds can make people return again and again.

Customer Philosophy 92

Customer Philosophy CRM Customer Centricity Customer Retention 92

Maz Iqbal

JULY 30, 2014

Filed under: CRM , Culture , Customer Experience , Customer Philosophy , Leadership / Change / Transformation , Uncategorized Tagged: CRM , customer experience , customer service , human to human , quality , strategy. I wish you well and look forward to being in communication after the holiday.

Customer Philosophy 91

Customer Philosophy CRM Leadership B2C 91