September 2005 Newsletter

CUSTOMERCENTRICTIMES

eZines: July 2005 > September 2005 > November 2005

In this issue of CustomerCentricTimes;

Customer Experience: The CRM catalyst or renaissance!
Understanding the Four P's of Customer Experience
Don't Forget: Your Customers Change.

SRD Group Soapbox

More and more companies are recognizing the need to listen to the customers, to understand the experience that they are having and then investing in making improvements and changes to this experience. SRD Group’s CRM, Customer Experience and Change Management skills, coupled with our strong relationships with Duncan Stuart of Kudos-Organisational Dynamics and Reg Price of Vectia provide us with a unique ability to help companies measure, improve and implement actions to enhance their customer experience.

If you would like to find out more about what we are able to provide, please contact me at .

CRM Corner

Customer Experience: The CRM catalyst or renaissance!

SRD Group entered the world of Customer Experience by default rather than by design. For years we have been preaching the virtues of CRM, particularly the need for a holistic change approach when it is introduced. Those who we managed to convert have been successful, where we have failed to win them over; results have, in the main been ‘less successful’. Read more... Customer Experience

Growing GREAT Customer Experiences Forum

Understanding the Four P's of Customer Experience, an interesting article by By John D. Moses, vice president and client executive of Inforte which explores how companies often fail to recognize:

the limited role that technology plays in the delivery of a meaningful customer experience, and
the required investment in the factors that do.

The Voice of the Customer

This month our Research Partner Duncan Stuart has written a very brief, but very pertinent thought article on customer satisfaction. Read more about how Customers Change..

SRD Group Consulting Services

SRD Group primarily consult on CRM, Growing GREAT Customer Experiences and Customer Satisfaction/Experience Survey Programs. We also provide consulting and facilitation services for sales and marketing efficiency and effectiveness improvement. If you are interested in finding out more about SRD Group please drop me an email

The Last Word

“Reflection is the beginning of reform” – Mark Twain.

Neil Stewart and the team at SRD Group.

SRD Group Limited
CRM and Customer Experience Consultants
Merging TEAMS, TECHNOLOGY AND CUSTOMERS

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