Tuesday, May 15, 2012

Quality of Customer Experience

In a recent discussion in Gary Lemke's blog posts, the aspect of speed of CRM has been the center of attention. In today's post, the concept is linked to customer delight. Though I appreciate the perspective of the speed of the customer interaction being important to the whole customer experience, I believe that there is something more important than the speed that in a lot of cases results in more satisfied customers.