Monday, October 22, 2012

Creatively Delighting Your Customer - A Story of Buying Online.

The online store is a common phenomenon these days. For some organizations, it is their main point of sale and reason for their growth. Remember Amazon? However, online shopping is not everyone's cup of tea. Some people prefer going to the regular brick & mortar establishments.

Wednesday, October 10, 2012

Do Business Processes Strangle Creativity?

When discussing business strategies, whether these be for CRM, CEM, or just plain BPM, organizations try to understand and plan for every eventuality using processes. Flowcharts and call scripts are the answer to all conversations with the customers.

Lets look at the some basic customer conversations. Starting with product design and development, we rely on surveys and focus groups working on a scripted and finite set of questions. Marketing, sets up automated campaigns to generate leads. Sales scripts have always been infamous for stereotyping customers. Customer services and support processes are optimized using scripted IVRs.