Moving my Blogs from my other page to this One!!!!

Customer relationship management often turn into a call centre management applications though in management presentations and organization’s strategy they remain as a strong marketing tool representing organization’s commitment to enhance customer experience and delight ( A sloganwhich most of us IT Folks are used to listening or viewing on the Management ppt). The intent to have a tool aligned with strategy which enables service differentiation ends up only as a thermometer measuring health of customer services and in some instances a bottleneck in customer service.

The fact that what starts as a pious marketing and customer services effort paddles its way down the devil's lane is sad but not rare. Just like most of the things this has a reason. If you ask me the most common one I know, the fact that sitting in a room and deciding on the customer services strategy is a most common of them, how many times do we see that strategies build in these rooms fall flat on their face the moment they hit the real life.

Anyways, there are more such mistakes which I have discovered in my career and the lots that I made myself. So stays tuned for more of my thoughts and feel free to comment as I keep on discovering; laughing when someone else makes those mistakes and crying when I make them myself.