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CRM November 1, 2006	The Pulse: Does Your Contact Center Measure Customer Satisfaction, Customer Loyalty, Neither, or Both? 0%: We only measure customer loyalty... 19%: We only measure customer satisfaction... etc.
CRM May 10, 2013 Syed Hasan	Choose a Winning Combination of Customer Experience Metrics Improve customer loyalty with the right mix of customer experience management (CEM) solutions.
CIO November 30, 2009	Collaboration: Interaction Disconnect It is easier to set the goals for collaboration systems than to achieve the intended results.
Pharmaceutical Executive March 1, 2011	Clinical Development Outsourcing: Are We Having Fun Yet? A sneak preview of The Avoca Group's 2011 Annual Survey on CRO and Industry Relationships.
CIO December 1, 2006 Lauren Capotosto	Strategic Planning: The Troops Want More CIOs could help establish the appropriate performance monitoring systems, once strategic metrics are agreed upon.
CIO November 1, 2003 Lafe Low	Where the Buck Stops Who's responsible for achieving the intended value of an IT project? It's the origin and goals of an IT project that determine both who is held accountable for achieving value and which factors are used to measure value, according to a recent CIO survey of 118 IT executives.
Bank Technology News March 1, 2008 Larry Freed	Put Usability Testing to the Ultimate Test By using scientific customer satisfaction metrics for usability testing, you can identify where to focus improvements that will have the greatest positive impact on customer satisfaction and loyalty. Read on to see how.
CIO March 15, 2004 Richard Pastore	The Number-Two Priority - From The Editor There's disconnect between how high you rank external customers on your priority list and how much time you actually spend with them.
Financial Planning January 1, 2013 John J. Bowen, Jr.	How to Increase Client Satisfaction It s not about your skills, it turns out - other factors are more important in maintaining happiness and loyalty.
CIO April 1, 2003 Stephanie Overby	Worst Practices CIOs you don't want to emulate
CRM July 1, 2005 David Myron	How to...Assess Customer Satisfaction Levels by Going Beyond the Standard Satisfaction Survey Customers may not tell you when they're happy, but when they're unhappy, look out--you'll get an earful. Consider these tips for assessing customer satisfaction levels by going beyond the standard satisfaction survey.
CRM November 2014 Leonard Klie	Customer Satisfaction Plunges Again American Customer Satisfaction Index sees one of its biggest drops in 20 years.
InternetNews May 17, 2005 Sean Michael Kerner	Forrester: IT Help Could be Better According to a new report from Forrester Research, most IT users are not satisfied with their company's IT support.
CIO January 1, 2002 Edward Prewitt	How to Build Customer Loyalty in an Internet World CRM is not altogether awful. It's just that, too often, the standard CRM practices lead to vexation or worse from customers, not loyalty.
CRM October 2013 Woody Driggs	Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way.
CIO November 1, 2003 Elana Varon	Getting the Best from Your Vendors (What Really Works) It may be tempting to squeeze vendors for every dollar. But research shows that lowball tactics eventually boomerang into poor service and support.
CIO October 10, 2008 Diane Frank	How to Renegotiate an Outsourcing Contract CIO tips for getting what you want from the vendor.
CIO May 1, 2004 Pastore & Ware	The Best Best Practices CIO Research reveals the basic building blocks of IT as a business.
CRM February 14, 2012	Get Satisfaction Teams Up with Velaro The partnership between Velaro and Get Satisfaction brings together live chat, social community platform, and knowledge base technologies.
CIO July 15, 2005	Help for the Help Desk Recent studies show users are not satisfied with IT help desk support.
CIO September 1, 2003	Going There, Doing That Asked about their companies' offshore outsourcing experiences and expectations, 101 CIOs, IT executives and managers in a survey confirmed what you might expect. India was the major destination. Labor costs were the biggest area for savings. And app development was the main activity.
Home Theater October 12, 2009 Mark Fleischmann	Customers Like TV Services Better Satisfaction scores are up for telco, satellite, and cable providers.
CIO April 1, 2003 Lorraine Cosgrove Ware	What You Have to Say - Survey Results A year after our first "State of the CIO" survey, more than 500 IT leaders tell us they're spending more time on alignment and less time on staffing and new technologies. And, needless to say, they're still wrestling with scarce resources.
CIO May 1, 2004 Stephanie Overby	What It Means to Run IT Like a Business Evolving from a cost center, IT is taking on the character, rigor and practices of a business within a business. It won't be easy, but for CIOs it's a matter of survival.
BusinessWeek December 10, 2009 Marshall & Kelly Goldsmith	How Adults Achieve Happiness The results of a new survey on satisfaction -- at home and at work -- may surprise you.
CIO March 1, 2003 Lorraine Cosgrove Ware	Hold Vendors Accountable It's true what they say about the squeaky wheel. To get the support you're paying for, you need to know what's possible, and then demand it.
InternetNews May 24, 2010	Microsoft Scores Good Will With Windows 7 Prominent measure of customer satisfaction finds that Microsoft's stock is rising in the public eye following the generally well received release of Windows 7.
CIO February 1, 2006 Susan Cramm	IT Marketing Smarts When it comes to selling your organization on IT, it's the people and the product, not the print.
CRM March 2011 Robert Wollan	The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy.
CRM September 1, 2007 Woody Driggs	The True Drivers of Loyalty It is a mistake to think that loyalty is all about improving customer satisfaction.
Financial Planning June 1, 2008 Julie Littlechild	Is Loyalty Enough? When it comes to client relationships, though, client loyalty should not be the primary objective.
CIO October 1, 2003 Edward Prewitt	The Loyalty Lag Ten ways to develop the truly loyal employee
CRM August 2003 Paul Greenberg	Customer Loyalty? Get Over It. Customer Satisfaction? Way To Go. True loyalty is rarely attainable, so set your sights on something within reach: satisfaction.
CIO August 15, 2005 Michael Jackman	Do Customers Like You? Depends on How You Ask The most important question to ask consumers is how likely they are to recommend your business to others. Third party surveys may be preferable to in-house surveys, as they are less likely to incorporate bias.
Information Today July 31, 2008	ACSI's E-Government Satisfaction Index Shows Improvement Citizen satisfaction with federal government websites ended a losing streak by improving for the first time in a year.
AskMen.com	Facebook Profile Photo Newly published research suggests you can ascertain some pretty important information about an individual -- how satisfied he is with his life -- by their profile photo.
CRM June 2015	Required Reading: The Wallet Allocation Rule Is a Better Metric for Businesses Net Promoter and satisfaction scores paint an incomplete picture. In their new book, Timothy Keiningham and others offer a fresh approach to measuring business impact.
CIO December 21, 2012 Michael Friedenberg	10 Resolutions for CIOs to Kick-Start the New Year The author shares his top 10 resolutions for CIOs, including losing weight (the legacy IT kind) and lowering your handicap (professional weaknesses).
CIO June 1, 2002 Raghavan Rajaji	Lessons in Shareholder Value To deliver real value to the business, CIOs must make all investment decisions with the company's long-term goals in mind
Registered Rep. July 19, 2010 Jerry Gleeson	Edward Jones, RBC top J.D. Power investor survey Overall investor satisfaction with the dozen companies in the study was markedly higher this year, although the survey also showed that investors increasingly believe that investment firms are more focused on profits than on customer satisfaction.
CIO November 15, 2002 Susannah Patton	Web Metrics That Matter Web metrics are no longer one-size-fits-all. Now they must match your website's business and audience. Here are the latest tools to gauge your website's effectiveness.
PC Magazine April 27, 2011 Ben Gottesman	Readers' Choice Awards 2011: Desktops and Laptops Our yearly survey reveals just who PCMag readers love -- and who they don't -- in the world of desktops and laptops.
Bank Systems & Technology January 31, 2006 Robert Wollan	CIOs and the Battle for Consumers To win over customers, banks must understand the kinds of services customers demand.
CIO November 14, 2012	CIOs Give Vendors Low Marks on Partnership A new index from the CIO Executive Council rates IT suppliers on 20 characteristics of truly strategic partners
CIO September 24, 2008 Diane Frank	So You've Inherited a Crummy Outsourcing Contract... CIOs share tips for fixing problem relationships.
CIO March 1, 2003 Stephanie Overby	Breaking Up Is Hard to Do When your outsourcing relationship is on the rocks, here's how to manage the split.
CIO March 1, 2002 Kaplan & Prewitt	The Future - The State of the CIO Four experts agree: The job is changing, with strategic planning becoming ever more central to the CIO role...
CIO September 1, 2005 Gary Beach	How to Sell As CIOs are tasked with helping to grow the business, they need to become adept at selling IT. So here's some advice for CIOs embarking on that challenge.
Global Services May 1, 2007 Imrana Khan	More Satisfaction: Outsourcing or Offshoring? Offshoring provides more satisfaction than outsourcing, says a recent study.
CIO June 9, 2010 Richard Pastore	Want to Be a CIO? Be Prepared to Answer These Questions CEOs want to learn how much a potential CIO is focused on business strategy and market growth. If you want the job, be ready to answer these questions.