We have a curious problem in our apartment, Not something which can be resolved by calling a plumber or electrician. There are 8 flats in this apartment and we have a small association of owners. We meet once in a while and discuss things such as maintenance fee, current issues, possible solutions etc., In paper, … Continue reading Beware Of Inactive Inboxes
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
How many times have you seen a person trying to use a hammer while fixing a car’s engine, despite knowing the fact that he will not succeed? Or may be somebody trying to drive a nail from the rubberized side of a screwdriver, which is equally useless. We all know that every tool has a … Continue reading Misusing CRM : How to understand / avoid this
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)
Sugar CRM conducts a conference called SugarCon and they are promoting it heavily through various channels. Today I got an Email about this conference and found a curious announcement there: To be frank, there is nothing new in this scheme: All major conferences invite experts to present sessions It is quite common to ask them … Continue reading SmartCon