Customer Service

Taught CRM today, as part of my visiting faculty assignment.  There are two types of organizations: Customer centric Non customer centric Examples galore, in both categories.  What shocks me is even some of big brands are not customer-driven. They have very good sales management process. But customer service, pre-sales & post-sales is pathetic. Some brands […]

Read more

CRMnext to help ICICI Group revamp consumer strategy | Business Standard

Initiatives such as these to integrate all relationship, across product & services within the bank will immensely help. It would be still better to integrate also the cross-sell on insurance/MF within group. If such systems are capable of integrating the family accounts, it would help, both banks & customers thereof. The critical differentiator will be […]

Read more