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Hearty Welcome to all the Customer Champions & Master Minds
I believe "Successful CRM or Customer Experience (CX)” is about competing in the relationship dimension, not as an alternative to having a competitive product or reasonable price- but as a differentiator. If your competitors are doing the same thing you are (as they generally are), product and price won't give you a long-term, sustainable competitive advantage. But if you can get an edge based on how customers feel about your company, it's a much stickier sustainable relationship over the long haul.
This book is a compilation of my blog articles from my blog dineshknowledgeplanet.blogspot.com .The reason to publish this as a book is to share the knowledge and experience derived from my 15+ years of service as a CRM/CX Professional. This is no way to say all the content is my own thoughts; in fact I reproduced the content from numerous research articles, blogs and CRM portals. The idea is to guide the young budding CX professionals and also to serve as reference guide to many organizations which are in need for the right direction when making their CX investment decisions.
The book covers a variety of topics on CRM, BI, MDM, Cloud, Predictive Analytics, Industry CX solutions and some great motivational articles. There is no sequence as such to read this book but you may choose to read what would benefit you in the respective career role.
Hope you will enjoy the content and Look forward to your feedback/comment -firstname.lastname@example.org .
Wishing you Most & More
Dinesh Chandrasekar DC* has over 16 + years of rich IT consulting experience in CRM, MDM & BI implementations, Management Consulting, IP Development and Strategic Advisory services to CXOs. He is currently heading the Hitachi Consulting's Innovation & IP Development practice. A quick preview of his credentials
Head of Hitachi Consulting, India Innovation & IP Development practice
Managed Global CRM & MDM Practice for 6+ years .
Proven Delivery & Solution expertise in CRM and MDM project executions.
Actively Involved in Presales, Practice building, Delivery, Alliance Relationship Management, Account Mining, and Business Development.
Avid blogger http://dineshknowledgeplanet.blogspot.com/
Passionate about CRM, Digital Art & Coaching.
Over 60+ projects engagement experience across the globe.
Delivered over 20+ IP products and Lead the Hitachi Consulting's Innovation Council @ India Development Center.
Author of the book “Everyday CX Champion - A Revolutionary journey from CRM to CX World “
Dinesh is also an alumni of GE , Citigroup and a MBA graduate from ICFAI Business School, India.