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CRM
August 19, 2010
Justin Schuster |
5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line.   |
CRM
May 1, 2006
Collins, Nair & Schumacher |
Reaching the Next Level of Performance in Marketing Marketers should expand their focus and look for opportunities to drive incremental revenue across all stages of customers' interactions. |
CRM
December 8, 2003
Jan Kolasinski |
Call Center Performance and Customer Satisfaction Better understanding of the decisional procedures of a call center could provide call center organizations with the level of customer service they have been striving for. |
CRM
April 27, 2012
Ashish Gambhir |
How Customer Intelligence Drives Loyalty Listening to -- and acting on -- consumer comments is the best strategy. There is no better place to learn how best to execute changes than from online guest feedback. |
CRM
May 16, 2014
Woody Driggs |
Six Takeaways for Marketing Executives Building a differentiated customer experience is a baseline requirement of success. |
CRM
August 26, 2011
Rajaram & Manasa |
The Next Frontier in Call Center Analytics Investing in operations is not enough. Ideally, companies would invest unlimited funds into ensuring that each and every customer receives a personal, efficient call center experience. |
CIO
June 15, 2002
David L. Margulius |
Maximize Everything Now The latest optimization tools can help you get every dollar out of your operations. |
CRM
August 23, 2013
Hertz et al. |
How Financial Institutions Can Benefit from Predictive Analytics Four ways to drive revenue and improve retention. |
CRM
March 21, 2014
Scott Hirsch |
Customer Communities: The Centerpiece of CXM Six steps for offering engaging experiences. |
CRM
December 1, 2015
Jeff Coleman |
4 Ways to Make Your Customer Satisfaction Surveys Actionable To truly understand customer feedback, you need to ask an important question: Why? The only way to do that: follow up. |
CRM
June 2015
Roxana Strohmenger |
Taking a Measurable Approach to Customer Experience The ideal experience must deliver for consumers and businesses |
CRM
October 11, 2010
Ben Martin |
The 5 Realities of Customer Retention Here are five things you must do to retain customers and maximize the revenue potential they offer your business in today's increasingly collaborative world. |
CRM
October 2011
Brian Walker |
Harnessing Customer Experience Management Solutions New software helps to handle multiple consumer touch points. |
CRM
David Myron |
Five Ways to Reveal Your Customer Data Here is a list of five technologies and strategies that can help your organization gain more customer insight. |
CRM
March 2004 |
CRM magazine's 2004 Service Awards CRM magazine reveals the leading customer service vendors in seven categories (Service Leaders), and this year's five best implementations (Service Elite). |
CRM
May 11, 2012
Jordan Socran |
Build Relationships Through Proactive Support Supporting connected customers has never been more important. |
Bank Technology News
June 2009
Michael Sisk |
Find and Nurture Your Biggest Fans Banks are focusing their attention on the so-called "advocates" among their clientele; these customers not only buy more products and services, but they also recommend the institution to friends and family. |
CRM
October 28, 2011
Leonard Klie |
Verint Launches Fully Web-Enabled Enterprise WFM Solution The offering continues to drive workforce management further into the enterprise with enhanced branch, contact center and back-office operations features. |
CRM
February 2011
Donna Fluss |
Customer Service Initiatives for 2011 Tough economy erodes customer loyalty, but there are ways to rebuild it. |
CRM
September 2011
Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company |
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
January 2, 2015
Marriann Cole |
4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made. |
CRM
February 2011
Fluss & Rogers |
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls. |
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. |
Insurance & Technology
November 15, 2006
Peggy Bresnick Kendler |
Making Successful Contact Industry experts answer questions about how contact centers fit into insurers' customer service and distribution strategies. |
CRM
June 29, 2012
Dmitri Novomeiski |
Re-evaluating Your CRM Technology Is resistance to change holding your organization back? |
Bank Systems & Technology
January 26, 2010
Penny Crosman |
Online Banking Customers Expect Fast Website Performance, Survey Finds 57% expect bank websites to load in two seconds or less. |
Financial Planning
December 1, 2010
Stephanie Bogan |
Talking Back There is a strong argument that the very process of asking for feedback can help to build strong client relationships. |
CRM
March 2011 |
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service. |
CRM
May 12, 2015 |
Reevoo Partners with Feedback Ferret on Travel App Reevoo and Feedback Ferret partnership allow travel companies to capture and act on customer feedback. |
CRM
February 16, 2012
Kelly Liyakasa |
Customer Experience, Service Top of Mind for Retailers Study finds multichannel sales a key influence in planned strategies. |
CRM
July 2003
David Myron |
In Beta: Replaying The Experience Nice Systems knows memory fades with time. That's why Nice introduced Nice Feedback, an IVR survey system that enables contact centers to obtain direct customer feedback immediately after a service call. |
CRM
May 2011
Donna Fluss |
Don't Believe Everything You Hear About WFO The outlook for contact center workforce optimization is outstanding, with the quality and variety of solutions ever-improving. Contact centers of all sizes have many options and price points from which to choose. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
August 1, 2003
Lior Arussy |
Efficiency Versus Quality There is no such thing as an efficient customer relationship. |
CRM
September 2015
Donna Fluss |
The Outlook for WFO: Optimal The workforce optimization market stays strong, and better analytics and back-office features could make it stronger |
IndustryWeek
December 1, 2006
John S. McClenahen |
Human Resources: "Right" Sizing With its world headquarters close to the Finger Lakes, high-tech manufacturer Corning Inc. seems pointed in the right direction. |
CRM
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
Financial Advisor
September 2006
Pomering & Littlechild |
Unlocking Client Value While many financial advisors have refined the strategic planning process in their businesses, there is one piece of the puzzle that is missing -- a strategic feedback loop. |
CRM
January 30, 2015
Michael Hvisdos |
The Surprising Key to B2B Customer Loyalty Unless we change internal structures and turn to market strategies that make it easy for our customers to do business with us, we can't expect them to remain loyal. |
Insurance & Technology
May 22, 2009
Steve Discher |
Not All Customers Are Equal: The Case for Differentiated Service Insurers can maximize their customer service technology investments by identifying what is valuable to different tiers of customers and matching capabilities to customer profitability. |
CRM
September 2006
Paul Korzeniowski |
High Performance Workforce optimization suite vendors offer call centers increased ease of use, improved staffing, and lower business costs via new product packages. |
CRM
December 2009
Bruce Temkin |
7 Keys to Customer Experience Big-picture advice for how to improve the customer experience over the next year. |
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. |
CRM
March 2014 |
The 2014 CRM Service Leaders We asked our judges to evaluate and score companies based on important criteria: reputation for customer satisfaction, depth of functionality or services, company direction, and technology costs over a five-year period. |
CRM
March 2015
Oren Smilansky |
The 2015 CRM Service Leaders: Workforce Optimization Growth for contact center workforce optimization carried on throughout 2014, though to a lesser extent than it had the previous year. |
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. |
CRM
February 2008
Jessica Sebor |
CRM Gets Serious With customer loyalty an ever-more-fleeting commodity, businesses must deliver consistent - and consistently high-quality - service. In the five stages that define CRM maturity, is your company among the leaders? Not knowing means you're not there yet. |
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. |
CRM
June 18, 2015
Michael Cholak |
Just How Important Is Customer Service to Customer Loyalty? It turns out other factors are bigger. But here's why it matters. |
