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The MSDW Podcast: JC Quintana on customer relationships and experience (they’re not the same)

by Jason Gumpert
Editor, MSDynamicsWorld.com

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JC Quintana

Be honest: why are you implementing CRM? To make relationships smoother, which serves both you and the customer, or to make transactions smoother, which serves just you?

Customers know the difference, says JC Quintana. He is author of CRM to the People; also Speaking Frankly About Customer Relationship Management, and the upcoming Serious Relationships: The 7 Elements of Successful Business Relationships due out in June.

JC is the founder and president of the Corporate Relationship Group, which helps companies resolve business relationship challenges; and before launching his company, was the Global Head of Customer Strategy Innovation with Hewlett Packard. Most recently, he delivered the customer keynote at eXtreme Lisbon, and he's here to tell us more about customer strategies:

  • How the term CRM has come to refer to technology, not a practice
  • Why relationships are about human needs - which requires an experience staging that must happen before a relationship begins
  • A customer relationship is still the goal; but staging the relationship to succeed is customer experience

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About Jason Gumpert

As the editor of MSDynamicsWorld.com, Jason oversees all editorial content on the site and at our events, as well as providing site management and strategy. He can be reached at jgumpert@msdynamicsworld.com.

Prior to co-founding MSDynamicsWorld.com, Jason was a Principal Software Consultant at Parametric Technology Corporation (PTC), where he implemented solutions, trained customers, managed software development, and spent some time in the pre-sales engineering organization. He has also held consulting positions at CSC Consulting and Monitor Group.

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