At Nowell Stone we believe that people are business, and businesses are people, it's finding the right fit that counts. Our view is that only about a fifth of companies who try, seem to make much progress in customer management.
The main reasons for this are organisational churn and lack of focus on the organisational, process and people aspects of implementing customer management. After all, it is an organisation's people who interact with the customer and deliver the required customer experience. If they are poorly trained, organised, motivated or new to the organisation, they are unlikely to deliver the desired experience consistently.
