Customer Experience Management Concept : FCR

FCR = First Call Resolution According to Wikipedia, FCR Means: Percentage of incoming calls that can be resolved without the use of a callback or without having the caller call back the helpdesk to finish resolving the case. You may not be a call center, but it helps to ask this question, What is your … Continue reading Customer Experience Management Concept : FCR

Guest Post : Managing Product Defects, via Exceptional Support

My sister wanted to buy a new refrigerator. I accompanied her to a local store as she wanted to get the feel for the design and physical dimensions before searching for the cheaper prices online. We approached a salesman in the store and detailed our requirements, he has started showing latest models and explained the … Continue reading Guest Post : Managing Product Defects, via Exceptional Support

CRM : Look beyond numbers

Few days back, I got a marketing call from my mobile service provider, they suggested a new bill plan for me. It was very attractive, lot of benefits when compared to my current plan, and the price was also reasonable (Rs 1000). So, I decided to shift to this new plan and gave them my … Continue reading CRM : Look beyond numbers

Media Release : Oracle Fusion CRM to Drive CRMIT’s Global Sales Productivity

Bangalore & New Delhi, India – July 18, 2012 News Facts CRMIT Solutions, a market specialist in delivering On Demand CRM solutions using cloud computing, is among the first companies in Asia Pacific to deploy Oracle Fusion CRM, Oracle’s newest customer relationship management solution, to manage its global sales and marketing lifecycles and enhance the … Continue reading Media Release : Oracle Fusion CRM to Drive CRMIT’s Global Sales Productivity

Idea Engineers Exchange On Customer Experiences

Recently, I attended an event on “Idea Engineers Exchange" focusing on Customer Experiences. Many professionals / technologists / business analysts from different organizations were part of this interesting event. Sharing my notes from this event here: Session – 1 UX / CX , Channels with commerce : Intro by Prashanth Forrester, CXI , Customer exp … Continue reading Idea Engineers Exchange On Customer Experiences

Google Chrome & Customer Experiences

Let us say, you are reading a long article from your favourite website. It goes on and on, you like it, but there is no time, you need to leave NOW. Otherwise you won’t be able to catch the bus to reach home. With heavy heart, you shut down the computer, leave your office, get … Continue reading Google Chrome & Customer Experiences

Oracle CX

In the last couple of days, Oracle made some very important announcements with respect to their Customer Experience Management ( CEM / CXM / CX ) Strategy. To start with, Oracle's Social Media Channels on CX were launched. They have tons of content / case studies / interviews / videos etc., which talk about what … Continue reading Oracle CX