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Knowledge & Resources

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Knowledge & Resources

Looking for information on a specific topic? CRMAA’s Knowledge and Resource Center makes it easy for you to find the information needed to help you with your professional growth. Our daily live feed of posts keeps you in touch with the pulse of CRM from a variety of voices and viewpoints.

Case Studies

  • what-indian-customers
    What Indian customers love and hate about customer experience

    Source : LogMeIn India

    The speed with which the phrase “Big Data” went from Ted Talk topic to punch line speaks to the speed with which technology now disrupts legacy business models and marketing disciplines.

  • The-Alarming-State-Of-Indian
    The Alarming State Of Indian Customer Experience

    Source : LogMeIn India

    Improving customer experience is the top priority for business, beating other priorities like generating revenues.

  • Fifth-Quadrant-Credentials
    Fifth Quadrant Credentials

    Source : Fifth Quadrant

    Fifth Quadrant is a Leading Customer Experience Consulting, Research & Design Company.

CRM Articles

  • customer-retention-who-responsibility
    Customer Retention – Who’s Responsibility

    Vinay Bhardwaj

    Focus on getting new customer to pump up market share and increase sale is the prime forte for sales and marketing team of an organisation. Researchers have shown that organisations, in the name of customer retention, (more…)

  • customer-experience-between-the-lines
    21 February 2017
    Customer Experience Between the lines

    Amit Chakrapani

    Remember the shopping experience that didn’t match your expectation last time. While trying to locate the reasons for this poor experience, you will find that may be the gift card or free shopping card presented to you over phone didn’t work though it was loaded to the phone. (more…)

  • delivering-exceptional-customer-service
    21 February 2017
    Delivering Exceptional Customer Service

    Amit Chakrapani

    The company’s values for delivering outstanding customer service has made them multi billion company as in case of Zappos which guarantee to bring exceptional customer service. Business should be made and focused around delivering excellent customer service. (more…)


  • The three A’s of Customer Care
    The three A’s of Customer Care
    Source xerox

    It was a straightforward solution for a simpler world: single channel, voice-centric and firmly focused on transactions. You set up a call center, staffed it with customer service agents and opened for business. You set yourself KPIs and put metrics in place, then you monitored and measured regularly

  • The-free-movement-of-customers
    The free movement of customers
    Source CONDUENT

    Never before have customers enjoyed so much choice – and offered so little loyalty. They’re more demanding and less forgiving, their expectations are rising and their satisfaction levels are falling.

  • How-knowledge-is-changing-customer-service
    How knowledge is changing customer service
    Source CRM Academy of ASIA

    Knowledge Management has been linked to customer service for a very long time.

    The creation, storing, indexing, and searching for the right information to help customers is what drove the last series of improvements to Customer Service in the name of web self-service in the early 2000s (and following into electronic channels as eService at the same time).


  • crmasia-logo-370x200
    Generation CX

    Source : Generation CX

    Generation X or Gen Xers is the name given to the generation of Americans born between 1961 and 1980.

  • 25-skills-for-excellent-customer-service
    25 skills for excellent customer service

    Source : Eye Candy

    Develop these skills to excel in any customer service position, regardless of your responsibility, your industry or the type of customer you are working with each day.

  • road-safety-what-the-indian-customer-wants-and-is-it-enough
    Road Safety – What the Indian Customer Wants and is it enough?

    Source : J.D. Power

    Consumer’s demands for active safety features in their cars have gone up significantly over the past five years indicating increasing acceptance of these safety technologies.


  • 12 June 2017
    Video snapshot: Customer experience in travel and hospitality

    Learn in 45 seconds how to make CX your competitive differentiator if you operate within the travel and hospitality industry.

    To accompany our brand new report: How travel and hospitality companies can thrive through customer experience (CX), we have created a 45-second long snapshot highlighting the role of CX and how you can make it a differentiator within this sector to compete in today’s market.

  • 08 May 2017
    IBM Interview: How CX Leaders Can Drive a Successful Digital Transformation

    CX Network interviewed Drew Crisp, Digital Leader, Communications Sector, IBM iX, about the rising focus of digital transformation within organisations – and how it’s affecting customer experience strategies in particular.

  • 03 April 2017
    Customer Experience 2017… in 2 Minutes

    What are the biggest customer experience trends and challenges for 2017? And what are market leaders doing to prepare? We researched the industry for our annual Global State of Customer Experience report – and this video provides a two-minute snapshot preview of the results ahead of the report publication in July 2017.

White/Research Paper

  • Digital-Customer-Experience-Trends
    Digital Customer Experience Trends, 2017
    Source : Forrester

    In 2016’s edition of this report about digital customer experience (CX) trends, Forrester identified the rise of conversational interfaces and concierge services. In this year’s report, we examine how those trends are playing out and highlight two new ones gaining momentum as we enter 2017: 1) artificial intelligence (AI), voice, and biometric capabilities further transforming user interfaces and 2) companies becoming more disciplined in their innovation efforts

  • Customer Service Strategy
    Customer Service Strategy 2015 – 2018
    Source : Surf Coast Shire Council

    Surf Coast Shire Council is committed to providing customers with excellent and consistent customer service. Council is firm in the belief that customer service is everyone’s responsibility.

  • Customer-Experience-White-Paper
    Customer Experience White Paper
    Source : HCL

    A successful eCommerce platform enables companies to drive revenue and opportunity growth globally, deliver compelling and convenient new offerings for customers, and underpin significant service quality improvements. It also has the potential to drive

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