Tag Archives: CRM

Can’t Buy Me Love or Superior Customer Experience

Superior Customer Experience cannot be delivered without the well orchestrated cooperation of all departments of a company. Yet, this cooperation is very difficult to achieve. The primary reason for the existence of organizational silos is operational efficiency that allows companies … Continue reading

Posted in Customer Experience CX, Customer Intelligence, Customer Support | Tagged , , , , , | 7 Comments

CRM, Omnichannel and the Quest for Customer Intimacy

Once upon a time, before consumer markets became dominated by large corporations and big box stores, customer centricity was a relatively common practice. Small manufacturers and shop keepers could not do it any other way to attract and retain the … Continue reading

Posted in Customer Experience CX | Tagged , , | 9 Comments

Can Customer Experience be managed?

Most Customer Experience professionals would find this question to be ludicrous, but in the article “Is Customer Experience Manageable? An Industry Pundit Says No” Esteban Kolsky lists 5 arguments to convince them otherwise. It is critical to start any discussion … Continue reading

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OrgChart Challenges to Adoption Management – Lesson Learned

Many business problems that negatively affect Customer Experience have their roots in the siloed nature of an organization. A business often sees itself as a collection of departments, while a customer experiences it as single supplier, provider or brand. Early … Continue reading

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CRM – Build for Adoption

This post continues to explore the theme of Unlocking The Value of CRM. Previous installments can be found here and here. This installment focuses on Change: It is not the strongest of the species that survives, nor the most intelligent, … Continue reading

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