CRM

In my previous article, I looked at some of the drivers of customer relationship management. In this article, I want … Read more

In my previous article, I talked about all that you need to know about customer relationship management. In this article, … Read more

I know that CRM or CRM Initiatives is a buzzword. Almost every organisation wants people to know them as being … Read more

  Many CRM definitions focus on the importance of knowing your customer and acting on that knowledge. Putting this principle … Read more

In my previous article, I talked about Samson and some of the mistakes that the bank made that made them … Read more

  In my past articles, I have always been using the story of Samson and the bank. I have explained … Read more

  It has much to do with talking to your customers and customers talking to you and among one another … Read more

  At the end of this article , readers should be able to understand:     Who a customer is, … Read more

When we talk about dimensions of customer service, it is a concept that helps us to understand that customers rate … Read more

  When we talk of touchpoints, we are talking about different ways through which customers can have access to an … Read more

A Customer-Centric Enterprise (CCE) is an organisation that has resolved to do business from the customers’ perspective.   In this … Read more

    At the end of this article, readers should be able to: ·   Know what customer-centric enterprises are.; ·   … Read more

As an organisation moves from a product-centric enterprise to a customer-centric one, there are some basic things that will begin … Read more

  The Concept This is the simplest way of explaining the way by which an organisation whether product or customer-centred … Read more

  Customer Lifetime Value (CLV) can be seen as the expected financial benefit from customer retention investment to build customer … Read more