11 May '12, 8pm

Oracle’s Chandru Relwani- Customer Experience (CX) Key to Building Sustainable Competitive Advantage

Oracle’s Chandru Relwani- Customer Experience (CX) Key to Building Sustainable Competitive Advantage

Chandru Relwani of Oracle. Image source: Techcentral In the business world, more competition means the more a company needs to rely on differentiation and branding, to gain customer loyalty, brand top-of-mind and increase the bottomline. While Customer Relations Management (CRM) is a crucial part of building and maintaining customer loyalty, there is a fundamental shift towards Customer Experience (CX) as part of building a sustainable competitive advantage. Recently, we had the privilege of meeting Mr. Chandru Relwani , Senior Director, CRM Applications Product Management for Asia Pacific and Japan in Oracle to talk about Customer Relations Management (CRM) and moving towards Customer Experience (CX) . Through careful research by Harris Interactive (Customer Experience Impact Report 2009-2011) , it has been found that 86% of customers will stop doing business with an orga...

Full article: http://vernonchan.com/2012/05/oracles-chandru-relwani-cus...

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