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Gopal Gureja

Gopal Gureja
Spanning 1960-1996, service manager in mfg. sector - Thermax Ltd; business unit head, member of board of directors; Published Creating Customer Value (Tata McGraw-Hill, 1997); taught Relationship Mktg/CRM at business schools, wrote sporadic articles for business dailies; Authored Organisational Schizophrenia: Impact on Customer service quality (SAGE, 2013), occasional consulting/speaking assignments.

Unless a Communication Results in the Desired Change, it is just an Illusion.

It is common knowledge that clear, concise, open communication is of fundamental importance for interacting with others, building relationships, conveying information and changing behaviour....

Is Your Company Facing Organisational Schizophrenia? Watch out for the symptoms!

In this age of strongly emerging customer capitalism, companies all over the world are facing similar challenges with respect to customer satisfaction and beyond....

Beyond Policy and Processes: A New Perspective on Customer Service

Most initiatives to upgrade the quality of customer service focus on evaluation of customers' expectations, the related operating processes, the status of technology in...

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