As businesses become more competitive one of the drivers of profitability is the level of repeat purchase by customers. Not only does...

Very often we see an ad in the newspaper that gives us an email address or website to visit and we just move over to the next page....

As consumers, when we call the customer service center of a bank or telecom company, we may not imagine the scene at the call center. For...

Outsourcing is used by an organization to reduce costs by transferring some portions of work to other companies. Establishing a...

Customer care is now more important than ever before. Competition for limited customers is high. And new entrants are happy to slash...

CRM is a loosely defined term that encompasses a range of activities relating to customer engagement. Just like we invest time and money...

In today’s competitive world, CEOs and Business Heads have to try every trick in the book to get ahead. And with an ever changing...

Direct Marketing in India has often been misconstrued as Direct Selling – Door to Door, Cold Calls & Telemarketing . That is because...

There are many implementations of well thought through sales automation systems. These could be for a range of applications including...

The cost of customer acquisition in India is easily upwards of INR 1000. Yes, to get one customer even for an online store can cost INR...

There was a time when phone penetration was so low that one had to wait in line to make a call from a public phone. A call to America...

Is Consumer Service and Customer Service one and the same thing?? Technically, they both mean the same. However these terms are usually...

Are you a company that provides after sales service to your customers? These could be individual consumers or institutional customers....

If you are running your supply chain on an enterprise level software or a SAAS platform, you will need to have processes for entering...

Have you ever sent a response to a short message (SMS) code advertised in the papers or on Television? There is a very high chance that...

We have been handling consumer services for several FMCG, Pharmaceutical & Multi- National Firms since 2001. In the current business...

Customer databases get obsolete pretty fast. Here’s what you can do to make sure you are not carrying junk data in your customer...

A recent interaction with Amazon Customer Service gave the following insights: It is very difficult to get to a live person at Amazon....

Several Companies operate their supply chain processes on high-end enterprise systems. However these systems are internal and used...

They often say, “it takes a lot of time to get a customer and very little time to lose one”. It also takes a lot of money to get a new...