Consumers do not just buy products. They buy experiences offered by brands across multiple touch points. Every experience across each touch point can make a business win or lose a customer. And that’s where we at the Center for Experience Excellence (An initiative of CRMAA) come in. We’re a global not-for-profit organisation -working with the world’s best known brands to create memorable and result oriented experiences for the Customers, Patients, and Students to create long-term Engagement and Relationships - that enthuse consumers and motivate employees to take action. Since a happy customer is the best business strategy of all.
Our work aims to enhance and grow the discipline of CRM & CX Strategy and Delivery for our current portfolio of 50 plus clients – and their 5,700 plus employees.*
*As on March 31st 2019
We deliver outstanding end to end Customer Experiences and enable Customer Relationships
with the help of our following offerings:
Thought Leadership
An ever-growing, members-only accessible repository of thought leadership content & data to help you stay ahead of the curve. Our curated, on-ground events that include round-tables, master-classes enable you to network and grow with the like-minded CRM professionals. And our Customer Officer Network Community Membership offers benefits for you as an individual or as an organisation to drive your business.
Learning
From one-on-one leadership coaching to organisation wide customised training sessions and workshops, our programmes empower and inspire employees to achieve exceptional results, improve the experience of every customer, and become part of long-term, sustainable brand growth.
Research
Before an organisation can transform culturally, it must be readiedoperationally. Our intensive research practices yield profound and targeted insights. These insights provide the foundation for a fresh internal dialogue about Customer Relationship Management and how it can be created and delivered.
Accreditation
Our offering includes expertise & frameworks to evaluate plus create benchmarks for current & evolving CX standards & practices in both national & international settings using our proprietary tools -
- Customer Experience Quotient Assessment
- CX Audit
- CRM Audit
- Product Audit
Consulting
Our consulting services address both an organisation’s internal readiness and its external customer practices. We are master architects of Customer Experience, working with our clients to redesign the customer’s journey through a brand, its offerings, and its front-facing staff across multiple touch points.
