Every Customer Experience / CRM change agent should read this book

Any and every person involved in organisational life can benefit from reading this book.  It is a must read for anyone who is a change agent.  Everyone working on getting a better alignment between the customer and the organisation will benefit from reading and applying the insights of the book.

The book is written by Barry Oshry and it is called “Seeing Systems: unlocking the mysteries of organizatonal life“.

If all the people working on / impacted by Customer initiatives – Strategy, Insight, Experience, Engagement, CRM – read and applied the insights then I am confident that their organisation can save a lot to money, time, effort and heartache.

Incidentally Barry also has a blog: The Seeing Systems Blog

Author: Maz Iqbal

Experienced management consultant. Passionate about enabling customer-centricity by calling forth the best from those that work in the organisation and the intelligent application of digital technologies. Subject matter expert with regards to customer strategy, customer insight, customer experience (CX), customer relationship management (CRM), and relationship marketing. Working at the intersection of the Customer, the Enterprise (marketing, sales, service), and Technology.