Is The Customer Always Right?

Couple of days back, I was in a restaurant having my breakfast, a divine combination of Idly and Sambar, Bangalore's most popular morning meal. While I was about to finish eating, I heard some loud noises. They were coming from the table behind me. I turned back and saw an angry customer shouting at his … Continue reading Is The Customer Always Right?

Customer Experience Management : A Podcast

We at CRMIT believe that Customer Experience Management is one of the emerging trends, where the future lies. This may mean 'CRM is not enough, it's going to be CEM Era now!' and we are thrilled to be part of this journey. Last week, CRMIT had an internal discussion on the topic of CEM / … Continue reading Customer Experience Management : A Podcast

Guest Post : AmEXperience

There are three organizations I can happily write books on: American Express, Nordstrom and Apple. Amex first. I started using American Express (Amex) credit card in 2002 and since then, their services have always made my experience better. But there are few instances that are worth sharing. Episode 1: I purchased an Apple mouse with … Continue reading Guest Post : AmEXperience

CRMIT implements Oracle Fusion CRM

CRMIT, one of the largest Saas CRM implementation specialists has chosen Oracle Fusion CRM for its global sales operations. Fusion CRM is Oracle's newest customer relationship management solution, with an industry standard, futuristic architecture, a master tool that will facilitate in effectively managing the lifecycle of opportunities end-to-end. CRMIT’s sales team will be using Oracle … Continue reading CRMIT implements Oracle Fusion CRM

Market Segmentation & Mass Emailing

In the last few months, I observe that Email Newsletters from Indian Brands are improving a lot, in terms of design / look and feel / quality of content etc., However, these mails are not targeted right / smart. Most of them (even the biggest brands) still treat this as a pure, high power Mass … Continue reading Market Segmentation & Mass Emailing

Customer Journey

For some, customer experience may be just an interaction between an organization and a customer, but in point of fact, it is much more than just a rational experience. How you interact with your customer, what are your delivery time scales, how quickly you answer your customer calls and there are so many other things. … Continue reading Customer Journey

Guest Post : Story of a Wrong Swipe

Ever since we have got an iPhone at home, My son Akhil has been very comfortable with it. He uses it with such commendable ease, and seems to know how to get things done with that phone, though he does not exactly know what he is doing. According to Akhil, it is not a "Smart … Continue reading Guest Post : Story of a Wrong Swipe

CEM : Customer Experience Management

Yesterday I had a casual lunch conversation with one of my colleagues and the topic of "Online Purchases" came up. He quoted a particular website and said "Their website is good, but the way they run their buses, it is horrible to say the least!" I was surprised, because to my knowledge that website doesn't … Continue reading CEM : Customer Experience Management