By Alpesh Chauhan, CRM Lead Consultant, Oracle Practice, Manufacturing Unit, Infosys Ltd.
Internal Customers - Who are they?
Customer Experience Management (CXM/CEM) is a buzz word nowadays and enterprises are focusing on improving overall customer interactions to gain customer loyalty. But in this process, are they concentrating on what their internal customers need to deliver better customer experience? If not, enterprises are not going to succeed in enhancing customer experience as their internal customers are not satisfied. So questions are: who internal customers are and why they matter?
As per definition - 'Internal customers are unit or resources within your enterprise, which utilizes your products or services". For example: employees are key internal customers in delivering customer service excellence.
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