How well does your company "manage" your customers? Too often, say Neil Woodcock and Doug Leather, there's a disconnect between what executives think happens and what really happens at all the customer touch-points. In this edition of Inside Scoop, CRMGuru.com founder Bob Thompson talks to Woodcock, chairman of QCi Assessment, Ltd, and Leather, head of REAP Consulting, about CMAT, the customer management scorecard tool Woodcock developed.
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Bob Thompson:
I'd like to welcome Neil Woodcock, chairman of QCi Assessment, Ltd, in London, and Doug Leather, head of REAP Consulting in Johannesburg, South Africa, to our Inside Scoop program. Neil and Doug, welcome.
Neil Woodcock:
Thank you very much.