December 2003 Newsletter
Growing Great Customer Experiences

CUSTOMERCENTRICTIMES

Seasons Greetings.

We hope that you are not too stressed as a result of the 'silly season' and you are going to be able to enjoy this time of family, friends and relaxation.

This months CustomerCentricTimes covers the November and December editions due to the holiday season and the next publication will be late January 2004!

This month;

• A thought provoking paper on how to grow Positive Customer Experiences. Ensure enough focus gets put on both the Business Level and Emotional Level of the customer's experience.
• Also, we are trying something new, we are going to introduce you to CRM Talk Radio. Yes, this is talkback on Key issues and innovative ideas affecting the implementation, maintenance and management of Customer Relationship Management as a best practice and a technology.

Each month, we will review the CRM radio archives and if we find something we believe will add value or be of interest to our subscribers we will include it in that month's issue. These will be topics both within and outside our area of expertise but always with the intention of providing an enlightening experience that you might feel is worth sharing with other members of your organisation.

Growing Great Customer Experiences

"The Customer Experience is a blend of the company's physical performance and the emotions evoked, intuitively measured against customer expectations across all moments of contact.” - Shaw and Ivens.

Building positive Customer Experiences is the next battleground for differentiation!

This brief SRD Group paper outlines why companies need to consider both the Business Level and Emotional Level of the customer experience.

CRM Talk Radio

This month:

TRANSFORMING THE ORGANISATION:CRM CHANGE MANAGEMENT
BILL BRENDLER, President
Brendler Associates Author, "Change Leadership: Management/CRM Connection"

This session is discussed in 3 segments. In order to maximise the value of your time listening to the session we suggest that, using your preferred Media application, you:

Start Session 1 at 10 minutes
Start Session 2 at 3 minutes
Start Session 3 at 3 minutes

The total of all three sessions will take around 30 minutes.

This is an area of SRD Group's expertise and we respect the views of Bill Brendler. We also have some similar methodologies in helping bring about the change required for successful CRM.

Tailored Conference Workshop Programmes

As mentioned last month organisations will be starting to think about their 2004 Sales and Marketing conferences and what activities or programmes that they could run that are both participative for their staff and add value to the business.

SRD Group develop and run customised workshops around the topics of CRM and Growing Positive Customer Experiences that satisfy both of these needs. If you are interested in finding out more about how we could help drop me an email at

The Last Word

SRD Group would like to wish you and your family a merry Christmas and a happy and prosperous New Year.

May 2004 bring peace on earth and goodwill between nations.
 

Merry Christmas

Neil Stewart and the team at SRD Group.

SRD Group Limited
CRM Consultants
Merging TEAMS, TECHNOLOGY AND CUSTOMERS