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

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

Social CRM For Service Teams

One common source where people are sharing content online more than ever is certainly the social networking environment. This is the largest source of direct, honest and outspoken opinions and community assistance. While this real time social media thing is global, uncontrollable and dynamic that lets your prospects and customers talk about you online, it … Continue reading Social CRM For Service Teams

Sports and CRM

Sports & CRM Applications : This Works Great Don’t feel surprised if an organization suddenly seems much more familiar with your tastes and preferences. Yes, this is actually grabbing attention these days. Recently, a well-known professional baseball team from Boston deployed a Sports CRM app. It rolled out the application in luxury sales only, which … Continue reading Sports and CRM

Understanding Service Delivery Gaps

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

What To Monitor In A Tweet?

One out of every three Twitter users talk about brands in their tweets and that’s a fact. This is a good way to keep an eye on your brand. A tweet may look very small and even insignificant, but actually there are so many things that you can monitor in a single tweet. There is … Continue reading What To Monitor In A Tweet?

Measuring Customer Satisfaction

When it comes to building business, adding new customers to the pipeline is not the only crucial aspect that should be taken into account, retaining existing customers is equally important. Customer satisfaction actually works like an interpreter for envisaging customer retention, loyalty and product repurchase. So, in an organization, a CRM system is the best … Continue reading Measuring Customer Satisfaction

Excelling in Service Quality

It is a dream of every services organization right from coffee shop to hi-tech professional services organization to excel in service quality. It is easier said than done. Measuring service quality is lot more difficult than measuring product performance due to many factors. Some of the key factors that differentiate service quality among service providers … Continue reading Excelling in Service Quality

New Customer For CRM++ Email Workbench

Great News! We just got the confirmation that CRMIT has won the opportunity to manage Email Service channels for a large global company, specializing in Visual Technologies. We will be deploying our CRM++ Email Workbench solution to this customer, and customizing it to their needs. CRM++ Email Workbench ("EWB" in short) is one of the … Continue reading New Customer For CRM++ Email Workbench

Support Without Scripts

Currently reading a book called "Delivering Happiness". This is written by Tony Hsieh and it tells the story of Zappos.com, famous online shoe store which was acquired by Amazon sometime back. Even though this book is supposed to be a business history, it gives so many examples of how an exceptional customer service should be. … Continue reading Support Without Scripts