10 08, 2017

CRM Implementations Still Failing? Well, no Duh!?

By |2018-03-02T03:50:58+00:00August 10th, 2017|Categories: Customer Relationship Management|0 Comments

Once a month I hear someone use the "50% of CRM implementations fail" quote. It is amazing that a statement made about technology implementation, in general, has become so synonymous with CRM technology implementation failure specifically. The most current report I found on CRM implementation failure goes back to July 2013, attesting a 63% implementation rate. [...]

10 08, 2017

Not Dead Yet: Why CRM and Cx Are BOTH Critical Components of Customer Success

By |2017-11-23T03:30:21+00:00August 10th, 2017|Categories: Customer Strategies|0 Comments

After all these years, I continue to see people write articles about the death of CRM. Lately, I have seen articles emerge about the death of Customer Experience as well. Incidentally, the deaths of Adam Sandler, Sylvester Stallone, and former MMA fighter Ronda Rousey have also been recently reported. All these are hoaxes. In the case [...]

8 05, 2017

Rutgers University

By |2017-04-17T22:53:29+00:00May 8th, 2017|0 Comments

Welcome to Customer ​Experience @RUTGERS Become inspired at the Customer Experience Certificate Program at Rutgers. Learn to understand customer's experiences, develop deep insights, and integrate innovative methodology throughout your organization. Immerse yourself in a program designed by professionals, for professionals. Classes are fast-paced, interactive and provide practical skills and tools you can take back to your [...]

13 03, 2017

Extreme 365 Lisbon

By |2017-02-18T06:01:19+00:00March 13th, 2017|0 Comments

Keynote: Speaking Frankly About Customer Relationships with JC Quintana Here is the honest truth about your customer RELATIONSHIP efforts... They are not customer relationship efforts at all. Customer relationships follow patterns of behavior that your company can predict and manage, but first you have to learn how relationships actually develop, grow, or deteriorate. When you design solutions [...]

7 11, 2016

Rutgers University Cx Certificate Program, NJ

By |2016-08-19T17:23:19+00:00November 7th, 2016|0 Comments

Become inspired at the Customer Experience Certificate Program at Rutgers. Learn how to understand customer experiences, develop deep insights, and integrate innovative methodology throughout your organization. Immerse yourself in a program designed by professionals, for professionals. Classes are fast-paced, interactive and provide practical skills and tools you can take back to your workplace and apply immediately. - See more at: http://cx.rutgers.edu/#sthash.YCJF0Qxl.dpuf

12 10, 2016

Next-Generation Customer Engagement Online Summit

By |2016-08-31T20:06:51+00:00October 12th, 2016|0 Comments

Call Center IQ's complimentary Next-Generation Customer Engagement Online Summit empowers you to thrive in this reality. Yes, it looks at channel - as any CX event should - but it also addresses bigger picture changes in customer engagement. Through a series of keynotes, end user case studies, expert roundtables and technological demos, it will help you more efficiently and effectively connect with customers, boosting satisfaction, loyalty, market share, revenue and profit in the process.

2 10, 2016

It is NOT just customer or employee experience. The Experience Trend is coming…

By |2018-03-02T03:51:41+00:00October 2nd, 2016|Categories: Customer Experience (Cx), Customer Relationship Management, Customer Strategies, Employees|0 Comments

There is a trend coming and I hope you are already planning for it. Like many trends, this trend will emerge from necessity and from the need to address fundamental aspects of human behavior in business life. It is the "experience" trend, and it will give way to an all-inclusive approach to managing business relationships. Surely [...]

About the Logo

We put a lot of thought into our logo. It represents the three relationship entities of the business ecosystem: Customers, employees, and partners. They all blend together into a unified entity we call a company. They are corporate entities brought together for a common purpose. The relationship between these corporate entities is called the corporate relationship. Now you know what we are about. Be sure to learn more about us throughout this page.

About the Concept

Everything we do (consulting, education, technology assisted digital interviews, and program development) is always about the seven foundations of business relationships. You will see them throughout this site, in our books, and in every engagement. We believe in the importance of focusing on these areas, measuring them, and making strategic and technology decisions based on their level of health at your company. We have been described as marriage counselors for companies... That is not a bad analogy.

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