Tuesday, March 20, 2012

360 Degree View of an Organization

In CRM, we have all heard of the 360 degree view of the customer. While reading a recent post by Gary Lemke, Over Surveyed and Under Heard, I was amazed at the statistics regarding sharing information with the customer. Only 1 in 20 organizations respond to the customer about the feedback they have given. For a customer oriented organization it is as important to share results of the feedback with the customers as it is to gather the feedback in the first place.

Friday, March 2, 2012

Customers Response to Change - A Behavioral View

How does a customer react to change? What is the impact on the customer when a change in product or service confronts him/her? These are a couple of the questions which spawned the thoughts around Customer Change Management (as I started to call it). There are various studies ranging from behavioral to business best practices which tell us about how people react to change. The one I found suited a typical response to a change in products/services by a customer is based on “The Stages of Change Model”. This model was originally developed by James Prochaska and Carlo DiClemente at the University of Rhode Island back in the late 1970’s and early 1980’s.