Thursday, December 2, 2010

Preempting Services… Is this the next step?

Traditionally, we wait for our customers to reach out to us for services. Customers go to our self service websites, contact us on social networks, call our call centres or even walk into our service centres to get their queries answered. This is as I term it “Reactive” services. We wait for the customers to come to us. While this works great in a lot of cases, organisations need differentiators.

Tuesday, June 29, 2010

Employee Satisfaction is directly proportional to Customer Satisfaction

“He who would govern others, first should be master of himself.” – Philip Massinger. We must have hear similar sayings though-out or lives, be it by our parents (explaining to us how we can succeed in life) or our bosses (explaining to us how to lead a team). I have however, thought of putting this in context of Customer Satisfaction. This is how I would say it: “He who wants his customers satisfied, first should satisfy his employees”.

Thursday, February 25, 2010

Business Vs. IT : Who owns the CRM Strategy?

It always amazes me how often this question comes up in discussions with customers. In fact, there are times I discuss this topic even with my fellow consultants. My position has always been the same: “Business Owns the CRM Strategy”, but the debate almost always gets interesting.

Wednesday, February 24, 2010

The Journey of Outside-In Process – A Two Way Road

I recently read an interview with Ranjay Gulati published in the Harvard Business School “Working Knowledge” newsletter ( based on the reference given by Dick Lee in his blog here. As Dick rightly says it is an interview which will change the perspective that many of us see customer-centricity.