Beyond Philosophy
JANUARY 22, 2022
The last big thing, Customer Relationship Management (CRM), was old news. Here are a few key moments in the discussion: 03:21 Colin describes how what he is seeing in business today regarding customer experience feels familiar to what was happening over two decades ago with CRM. Complete this short survey.
Beyond Philosophy
JANUARY 27, 2022
I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). It was the CRM wave that receded in the early 2000s to make way for CX in the first place. . For example, CRM was the word of the day back at the turn of this century.
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Beyond Philosophy
SEPTEMBER 19, 2019
Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 One of the most extensive surveys in the UK, the Institute have been running the index twice a year for ten years. I have been consulting on Customer Experience since 2002.
SmartKarrot
APRIL 13, 2020
Source: Survey Sparrow. It was acquired by eBay in 2002 but split in 2014. Being a tech-giant and one of the leading CRM software companies, Salesforce provides cloud-based sales applications. The gigantic explosion of SaaS solutions posed a need for efficient integration and data migration.
CX Journey
AUGUST 5, 2014
Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? Tareq shared with me an article that suggested, nay, outright stated that "the easiest way to grow sales and double customer loyalty is to send a survey and then do nothing with the feedback."
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