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Imperfect Scores Is a new industry standard keeping executives from focusing on the relationships that matter? |
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How to Make IT Irreplaceable How do you turn captive IT users into loyal customers? Start by asking whether they'd use your IT operation for their next project. |
CRM October 1, 2009 Lauren McKay |
Mistaken Metrics They say you can't manage what you can't measure. But what if you're using the wrong ruler? |
AFP eWire October 6, 2008 Arthur Makar |
Book Review: The Ultimate Question What do nonprofits and for-profits have in common? In The Ultimate Question, written by Fred Reichheld, director emeritus and fellow at Bain & Company, customer loyalty is at the core of creating and maintaining successful relationships with constituencies. |
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. |
IndustryWeek June 1, 2006 John Teresko |
Performance Measurement: GE Asks The Ultimate Question The GE business unit, which focuses on equipment-based financing and leasing, provides an example of how the corporation engages the customer experience in a continuous-improvement process. |
Food Processing October 2010 |
MRO Q&A: How To Measure Maintenance in Financial Terms Most of the financial ratios used today to measure operational outputs are meaningless to plant-level management groups. |
CRM June 2015 Paul Greenberg |
It's Time to Rethink Customer Lifetime Value Look past transactions to interactions |
CRM August 1, 2003 Lior Arussy |
Efficiency Versus Quality There is no such thing as an efficient customer relationship. |
Entrepreneur April 2005 Barry Farber |
Means to a Friend No business is an island--solid connections are key to success. Make friends as well as customers with these time-tested tactics. |
CRM August 1, 2009 Paul Greenberg |
Managing Social Customers for Profit A new paradigm calls for a reassessment of an industry metric. |
CRM June 4, 2015 Oren Smilansky |
Totango Releases ROI Metrics to Help Companies Monitor Product Performance Improved satisfaction measurements aim to give organization tailored customer insights. |
HBS Working Knowledge March 6, 2006 |
A Satisfied Customer Isn't Enough An excerpt from Fred Reichheld's new book, The Ultimate Question: Driving Good Profits and True Growth, which offers a system called the Net Promoter Score that helps rate customers based on their view of your company. |
Food Processing December 2011 |
MRO Q&A: Linking Health and Safety to Productivity How can I link my operation's health and safety measures to our performance and productivity measures to create a clearer picture for management of how these two measurement groupings are interrelated? |