#KarmaOfCustomer Service

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 […]

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Luxury sales satisfaction not different from mass-market

This is surprising… a confirmation that luxury brands are not giving the customer-experience different from mass-segment. In line with the feedback from owners of the top international brands. Customers feel a Maruti or a Hyundai salesman is just as good as a luxury car salesman (Merc, BMW, Audi or VW). The reason is the brands […]

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I have a habit of being the best in class for customers: Is that your habit ?

“I do not have a religion of market share, I have a religion of being the best in class for customers. I have the religion to be profitable. ” (response to the last question -chk the link below) How many of our telecom operators, retail & otherwise, can make this statement? How many of our […]

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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 […]

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Apple Apps

The Calendar on Apple products (iphone, ipad & Macbook pro) has several options to give reminder before event (at event, 5 mts, etc) , or after the same (weekly/monthly/yearly). It does not have the option to remind during event. For eg., I am expecting a call from a business associate, between 9-10AM. I do not […]

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