Leaders in large organisations are influenced both by the actual business performance of their organisations and how they think investors will react to strategies. They tend to like change projects with high or quick returns – preferably both. They particularly like those that reduce costs and increase efficiencies. They like projects that will increase customer [...]
Entries from October 2009
Leadership in customer management
October 20th, 2009 · 2 Comments
Tags: Best practices · crm · leadership · reputation
Customer experience – “It’s not what you do – it’s the way that you do it…and that’s what get results!”
October 13th, 2009 · No Comments
The moment you have attracted new interest from a potential customer, their journey with you has begun. Have you thought carefully enough about what you would like customers to feel and do at each stage of their journey with you? For instance, what have you, and other functions, got to do and what way do [...]
Tags: Best practices · customer engagement · reputation