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Customer
Experience and CRM
Customer
Experience and CRM both go hand in hand and are interdependent. An
organization's brand reflects how it creates value for its customers
— they understand and respond to the brand through their direct
experiences across all interactions. Customer Relationship
Management (CRM), consequently, is all about enhancing brand value
by delivering compelling experiences each time an organization
interacts with its customers. There are many good resources for
Customer Experience and CRM, where you can obtain very useful
information.
Customer
Experience and CRM are important and customer satisfaction is no
longer enough. 80% of customers who switch suppliers express
satisfaction with their previous supplier. To lead the market
companies need customers who are enthusiastic ‘advocates’, customers
who are highly loyal and drive new business to the company.
Managing the
Customer Experience and CRM takes you through the step-by-step
process of creating loyalty by design. It shows you how to re-think
your business from the customer’s point of view and then design and
deliver a customer experience that drives loyalty and
profitability.
Beyond
Philosophy are the leading experts in the Customer Experience and
CRM. They help you think through the ramifications of commoditizing
market places and the effect this has on your business. They show
how Customer Experience and CRM can provide you with competitive
advantages and save costs. They help you understand the importance
that emotions play in Customer Experience and CRM. They suggest
strategies and practical steps to unleash the formidable power of
evoking positive emotions in your customers and how they can be used
as a key differentiator.
Their best
selling book, Building Great Customer Experiences was launched
worldwide in late 2002 and has been a phenomenal success and puts
light on various issues related to Customer Experience and CRM. It
had to be reprinted after only eight weeks and unsurprisingly now
ranks highly on best seller lists. It reveals the seven philosophies
for building a great Customer Experience and CRM; these form the
backbone to approach with clients.
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