The looming COVID-19 health emergency has lead to lock downs across countries, forcing companies to get their employees to work remotely. While this has managed business continuity in the current... read more →
Customer Satisfaction traditionally is viewed as a function of delivery i.e. what you promised the customer and what was delivered. The aspects judged are product and service interaction with customers... read more →
I recently had an extremely bitter customer experience with a food chain which delivers food at home which got me thinking about this post. About the Company As a long... read more →
A colleague of mine who is an astute program manager and business consultant asked me this question recently what is the difference between Stakeholder Management and Stakeholder Engagement and are... read more →
In a given firm it is safe to say there are multiple change management initiatives running at the same time which vie for the time and attention of key executives... read more →
It is interesting to note there are several aspects of B2C marketing which is slowly becoming mainstream even in B2B marketing initiatives but one intervention which does not translate easily... read more →
A very insightful article was published by Mr. Chris Bucholtz on the 5 key technology trends businesses should adopt going forward in 2015 and beyond. Article Courtesy CallidusCloud.com. The 5... read more →
In my previous post; I touched upon how the voice of internal stakeholders is a lead indicator for “here and now” issues could lead to customer dissatisfaction and why it... read more →
In my previous post on the need to close the loop on customer feedback, I touched upon the role of internal stakeholders and why their opinions is a good proxy... read more →
Most B2B firms worth their salt have a formal annual customer satisfaction/ engagement survey which is usually conducted by a central business enabling function i.e. marketing or a quality department.... read more →