Challenging the Status Quo….

Categories: BPM, Business, Change Management, CRM
Challenging the Status Quo….
Tweet Updated and republished. Craig Reid posted a great write-up about customer on-boarding this week that I think is a good read covering some of the usual issues plaguing the old customer on-boarding process. Tweet

Great Customer Service: Sometimes it is YOU

Categories: BPM, Business, CRM
Great Customer Service: Sometimes it is YOU
Tweet   Last week work beamed me to Chennai in Southern India, a city where I was born and had also spent a large part of my childhood. Work has taken me to Chennai often and I am usually booked at a hotel that is not far from where I lived as a kid. The hotel […]

Process comes before a smile in customer service

Categories: BPM, Business, CRM, IT Industry
Process comes before a smile in customer service
Tweet   When we are at the receiving end of poor customer service, it unfailingly ticks us off. Tweet

BPM and Twitter – Tweeting to BPM

Categories: BPM, CRM
BPM and Twitter – Tweeting to BPM
Tweet Updated. A few weeks back, this post of Dr.Natalie provoked several threads of thought on the growing influence of Social Media in business. Besides the obvious benefits of Social Media in Marketing, the biggest benefit from applying Social Media in business is arguably from the customer service function. Tweet

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