When we talk of touch points, we are taking about different ways through which customers can have access to an organization. In many forward looking organizations today gone are those…

When we talk about dimensions of customer service, it is a concept that helps us to understand that customers rate the level of services provided by any organisation in two…

Understanding The Customer In CRM     OBJECTIVES OF THIS ARTICLE    At the end of this lesson, readers should be able to understand: ·         who a customer is, ·        …

  It has much to do with talking to your customers and customers talking to you and among one another about your products and services.  Many at times organisations have…

According to Longman Dictionary of Contemporary English, the internet is a computer system that allows millions of computer users around the world to exchange information.  When talking about the internet,…

  We will also talk about what you need to know about your profitable customers.   When we talk about CCS, we are talking of ways by which an organization…

Customer Centricity has much to do with the desire of an organization to put customers first in whatever thing they are doing. The organisation in evolving a customer-centric enterprise will…

Introduction In the previous chapter, we talk about the brand promise which has much to do with what consumers should expect from your organization. Before you can study your customers,…

      OBJECTIVES OF THIS ARTICLE                 In this article, we want to look at:   ·    The meaning of customer satisfaction.   ·  Relationship and differences between…

  Definition A customer is loyal if he continues to buy a particular product, or service after the first purchase. It can also be seen as the desire of an…

    Introduction When we talk about customer care in either product-centric or customer centric organization, we are talking about a specialized centre that is saddled with the responsibility of…

  What is E-CRM? E-CRM can simply be defined as the introduction of technologies and the internet in order to ensure that customers enjoy the maximum experience from the organization…

  Definition The word “drivers” are not strange, even to a layman. They are the ones saddled with the responsibility of taking you to your desired destination (s). Don’t be…

When we talk about CRM, we are talking about how you relate with your customers. We want to look at where your business is focused on. However, before doing that,…