Just got this Email from one of our customers, who are going live with their Oracle CRM On Demand deployment this week. Isn't this the biggest reward one can expect? Wanted to say a huge thanks for consistently providing us with quality builds. We did have some environmental issues and profile issues on our side, … Continue reading Biggest Reward!
The earlier article on Excelling in Service Quality would have helped you to identify the five elements of service quality (Reliability, Assurance, Tangibles, Empathy, Responsiveness) that you have to focus on to exceed your customer satisfaction. But what is more interesting to understand is to know what creates the Gap between the perceived levels of … Continue reading Understanding Service Delivery Gaps
Here is a wonderful CRM story I read today, about listening to your customers! J Sainsbury Plc, a London based prominent retailer has recently decided to chang the name of their "Tiger" bread to "Giraffe" bread. Reason? Feedback from a customer! So, what's new? Everyone listens to customer feedback, once in a while they change … Continue reading Listening To Customers : Very Valuable!
Never assume your customer as "Stupid". A delightful Comic strip from the famous "Retail" Series shows this basic CRM concept in an easy to understand way: (Image Courtesy : http://www.retailcomic.com/?p=6624)