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CRM
October 1, 2007
Lior Arussy
Imperfect Scores Is a new industry standard keeping executives from focusing on the relationships that matter? mark for My Articles similar articles
CIO
January 26, 2012
Niel Nickolaisen
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. mark for My Articles similar articles
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? mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
June 2015
Paul Greenberg
It's Time to Rethink Customer Lifetime Value Look past transactions to interactions mark for My Articles similar articles
CRM
August 1, 2003
Lior Arussy
Efficiency Versus Quality There is no such thing as an efficient customer relationship. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
August 1, 2009
Paul Greenberg
Managing Social Customers for Profit A new paradigm calls for a reassessment of an industry metric. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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? mark for My Articles similar articles