Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

CRM 59

CRM Customer Care Customer Experience Customer advocacy 59

Return Customer

AUGUST 15, 2018

To someone who sees this as generic data, the implication is that a customer would propagate a poor experience to approximately 40% more people than a good experience. Always Keep the Customer in the Loop. Maintain Customer Data and Run Analytics. Then they will automatically take care of your customers.

Customer Support 71

Customer Support Complaint resolution Advertising Banking 71

SmartKarrot

APRIL 23, 2020

A customer-success philosophy embedded across the organization. Being a customer centric organization is part of the vision and mission statements of most business entities. Through a customer-success philosophy, we can get a structured understanding of this with a defined action plan based on real-time data analysis.

Management 10

Management Complaint resolution Customer retention Engineering 10