Mr Aliyu Ilias, a foremost customer experience expert, has emerged as the President of the Chartered Institute of Customer Relationship Management.
Ilias is the Author of Understanding Customer Experience in Africa, whose research in customer experience has contributed to different sectors of the economy.
The institute in a statement on Thursday in Abuja, explained that Ilias was elevated to the office of the President following the demise of the institute’s former President, Mr Henry Adegbuyi.
Ilias expressed determination to move the institute from provision of customer service to customer experience, added that companies that come across the institute would be proactive and not reactive to customer related issues.
” I will develop a framework that fit Nigeria customer experience and initiate a special program for government agencies to create a sector base customer experience for each industry.
” I will also create an indigenous customer analytics tools for every sector of the economy in Nigeria,” he said.
He disclosed that the institute had trained many Nigerians on best practices and it has reflected in their profit base.
Ilias, who is also the Managing Director of Customer Service Awards L.td., said the institute was responsible for promoting best practices in customer service standards.
The News Agency of Nigeria (NAN) reports that the Chartered Institute of Customer Relationship Management (CICRM) is a non-profit making international examining body that exists to provide high-quality, cost-effective, internationally recognized customer service in Nigeria and the global world.
The institute supported the professional capability of customer care practitioners and every other responsibilities that engage customers through the gaining of knowledge, qualifications and the continuing professional development program.