Beware Of Inactive Inboxes

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

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?

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

Clarity In Communication

Saw a newspaper advertisement for a general insurance service, with the following text prominently displayed: No Claim Bonus Of course, people in the insurance industry / those who bought insurance / made claims earlier will immediately understand this as: If you don't make any claims in the policy period, you get a bonus However, assuming … Continue reading Clarity In Communication

User Experience Of Oracle Fusion CRM

One of the major attractions (and useful features) of Oracle Fusion CRM is, its User Experience. The entire user pages are split into multiple areas such as: Global Area (Common Tools and Services) Regional Area (Specific Tools) Local Area (Transactions, Information, Actions) Contextual Area (Additional Information on what we are doing) For example, let us … Continue reading User Experience Of Oracle Fusion CRM

Oracle Fusion CRM : Territory Management

Oracle Fusion CRM provides an easy to use Territory Management module, for sales teams to organize their sales regions into multiple territories, based on various criteria / Dimensions (Example : Geography, Product, Industry, Account etc.,) Once these are decided and the territories are defined, we can attach metrics to them. These are used by the … Continue reading Oracle Fusion CRM : Territory Management

Subtle Marketing

Today I was reading an eBook. It is released by a marketing company, specializing in Social Media. They have different monitoring tools to listen to what people are talking about you in various Social Channels, and act accordingly. However, this eBook had nothing to do with Monitoring. Instead the book talks about how Pinterest, the … Continue reading Subtle Marketing

Misusing CRM : How to understand / avoid this

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

Be careful when you buy content for your website

I saw this interesting picture today in web. It shows how two insurance companies which are competitors to each other are using the same picture in their website. It is a small mistake, but looks ugly from an end user point of view and affects your online image. (Image Courtesy: http://twitpic.com/8kzj03/full) This is an important tip … Continue reading Be careful when you buy content for your website