Customer Relations

The BPO industry has witnessed a surge in the past few years. In fact, over the past decade, it has grown more than tenfold, from USD 8 billion in 2000 to USD 88 billion in 2010. This rapid spurt in…

Customer engagement in India is fundamentally different from customer engagement in mature markets.  Unlike the mature markets that are plagued with stagnant growth rates and a saturated pool of customers, the Indian economy has had healthy growth and a seemingly…

We live in a hypercompetitive world where the battle for the customer’s wallet will continue unabated. And only those who play the game better will win. Some organisations differentiate themselves on price and others on product features and quality; however,…

Providing a great customer experience is not a well-kept secret that only companies like Amazon can access. In fact, the best customer service I get today is at my local hardware store. Let me describe my experience here. Every weekend…

I recently participated in the Solutions Insights research on Key Account Marketing Programs. The research project made me think of my own experiences designing and implementing a Key Account Marketing Program for a Big 4 global consulting firm. Our research…