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CRM
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way.   |
Bank Technology News
April 1, 2008 |
Closing the Loop On Client Feedback Collecting customer feedback, responding to complaints, identifying trends and translating all that data to front-line employees for better customer service has long been a particular challenge for banks. |
AskMen.com
Nate Steere |
Addressing Employee Complaints Employee complaints are inevitable, and it's not always easy to know what to say. |
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
August 19, 2010
Justin Schuster |
5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line. |
IndustryWeek
September 1, 2004
John Teresko |
Driving Employee Engagement Eliciting employee feedback At Cleveland's Eaton Corp. with its annual employee survey helps the global industrial manufacturer understand perceptions and work behavior that impact business outcomes. |
IndustryWeek
February 1, 2007
John S. McClenahen |
Employee Involvement: Well, Now Are You Satisfied? The majority of manufacturing companies are measuring employee satisfaction. |
CRM
May 7, 2015 |
NICE Expands Its WFM, Analytics, and Recording Solutions Employee Engagement Manager added to NICE's workforce management solution, while Vidyo integration and cloud availability announced for its analytics products. |
CRM
September 22, 2014
Maria Minsker |
Verint Engagement Analytics Offers 'Unprecedented' Cross-Channel Analytics The joint Verint-Kana cloud-based solution enhances customer engagement insight. |
CRM
May 2015
Bruce Temkin |
To Improve Customer Experience, Engage Your Employees For better business results, give employees the support they need |
National Defense
April 2015
Dave Melcher |
Understanding the Value of Ethics Surveys A healthy ethical culture is a critical component of all successful businesses, regardless of size or complexity. |
CRM
December 2015
Garrison Wynn |
Do Your Call Center Agents Think They Have a Good Job? Engaged workers will feel connected to the bigger picture |
IndustryWeek
July 1, 2007
Jonathan Katz |
Trust In The Workplace: By The Numbers Lack of employee trust can seriously impact worker loyalty to a company. |
BusinessWeek
September 10, 2007
Kerry Sulkowicz |
Straight Talk At Review Time How do you learn the art of delivering constructive criticism to employees? |
HRO Today
Jan/Feb 2008
Chris Johnson |
Gauging Service Delivery Quality as Judged by Your Employees HR outsourcing is not consistently delivering the level of service employees expect. |
Financial Advisor
July 2006
Littlechild & Pomering |
Unlocking Client Value The first question financial advisors should ask is not "how" to survey clients but "why" you should do it in the first place. In addition to allowing you to stay on top of changing client needs, interests and expectations, the reasons abound. |
CRM
July 2015
Maria Minsker |
Great Customer Experience Starts with the Right Corporate Culture Engaged employees make for more satisfied customers |
CRM
June 28, 2013
Melissa Pippine |
Demystifying Social Media for Customer Experience Look to 'intelligent' tools to identify causes of discontent. |
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. |
CFO
July 1, 2006
Russ Banham |
Angry and Bored? You Must Be a Customer Finding out what customers really think is a crucial first step toward an improved bottom line. New technology may help. Online surveys offer speed and convenience to both the companies creating them and the customers responding to them. |
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. |
Investment Advisor
June 2010
Mark Tibergien |
A Clear Sign You Haven't Achieved Critical Mass You know you've achieved critical mass when the departure of an employee or significant client doesn't send the business into a tailspin. |
CRM
August 28, 2014
McCoy & Urekew |
Don't Underestimate the Link Between Customer and Employee Loyalty Lessons we should all learn from Market Basket. |
CRM
July 1, 2015 |
Waypoint Releases TopBox Account Engagement Platform TopBox offers feedback metrics for B2B firms. |
Information Today
September 17, 2015 |
iCIMS Shares Findings From Employee Referral Program Study iCIMS released its study findings on the impact of employee referral programs on employee satisfaction. |
CRM
August 2013
Donna Fluss |
The Black Hole of Customer Surveys Don't ask for feedback if you're not going to act on it. |
AskMen.com
Kirk Thurbide |
Employee Retention Employee retention looks to be an ongoing challenge for organizations. As the workforce continues to change, perhaps so must the conventional thinking on employees and retention. |
CRM
July 2013
Kelly Liyakasa |
Earning Fans from the Inside Out Kirk Kazanjian, marketing and brand expert and author of Driving Loyalty: Turning Every Customer and Employee into a Raving Fan for Your Brand, gave a few secrets to driving the kind of company culture that focuses on customers and employees foremost. |
HRO Today
September 2008 |
Employee Recognition: Dissecting Today's Market Are you keeping your workforce engaged? Do they feel valued as your most important corporate asset? How is sponsoring a corporate employee recognition program helping your organization improve performance? |
CRM
April 1, 2007
Lior Arussy |
The Variance Factor CRM needs new tools to help align customers and employees for the best service satisfaction. |
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 2012
Judith Aquino |
Listening to the Voice of the Constituent A snapshot of the ways government agencies are using CRM strategies and technology today. |
CIO
October 1, 2003
Edward Prewitt |
The Loyalty Lag Ten ways to develop the truly loyal employee |
Global Services
September 16, 2008
Allan Schweyer |
The Powerful Link Between Talent Management & Biz Performance Outsourcing works with talent; its a reality. But how does one ensure that customers talent-management systems and processes in outsourcing are properly administered and effectively supported to increase employee and business productivity and performance? |
Investment Advisor
April 2010
Angela Herbers |
Slow Down, Pardner! It's important to involve employees with decision making at the right point in the process. |
CRM
April 3, 2015
Anne Grady |
5 Reasons Motivating with Money Doesn't Work Uncover what employees really need to succeed. |
CRM
November 29, 2013
Shelley F. Hall |
Five Actions to Sustain Customer Service Improvement Initiatives Keep your company from falling short of success. Lasting fixes that drive customer satisfaction and loyalty take time and thought to develop and deliver. |
Entrepreneur
April 2004
Jacquelyn Lynn |
Extra Special Everybody wins with supplemental insurance. |
HBS Working Knowledge
June 27, 2005
Barber & Strack |
People Power: How to Measure It Start with the right set of performance indicators. |
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. |
Entrepreneur
February 2006
Mark Henricks |
Paying in Kind Entrepreneurs are often confused about how to evaluate behaviors and communication skills. How can you ensure employees give service with a smile? |
CRM
January 4, 2013
Don Hughes |
A Look Under the Loyalty Hood Deliver the engagement process consumers seek. Loyalty providers who fail to keep their programs' technology first-rate risk losing their most important asset: their customers. |
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. |
Financial Advisor
June 2007
Rebecca Pomering |
Building The Dream Team A performance management system is critical to the health and success of any financial advisory firm. A well-designed performance management system helps managers meet the need for individual challenge and motivation that aligns with the firm's strategic direction. |
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. |
IndustryWeek
September 1, 2005
Amy Kover |
Management Strategies: And The Survey Says... Leading companies survey employees to check on compliance, massage morale and ensure engagement. |
The Motley Fool
February 2, 2007
Dan Caplinger |
A New Twist on Options Expensing The SEC approves a new method for companies to use. Since this method may result in companies being able to reduce the expense charges they're forced to report, it's certain to be both controversial and popular within corporate America. |
HBS Working Knowledge
August 23, 2004
Lauren Keller Johnson |
Four Practices for Great Performance Expecting the best from employees doesn't always deliver results. Instead, managers must involve workers in setting goals that are achievable, measurable, and tap into motivation. |
CRM
January 1, 2007
Colin Beasty |
Secret of My Success: Breaking News: A CRM Success Story The Cincinnati Enquirer turns to WebSurveyor to help guide its editorial direction. |
CIO
May 1, 2003
Mohanbir Sawhney |
How to Keep Your Customers Satisfied To learn if end users are happy, you have to ask the right people -- and the right questions. |
