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August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance   |
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June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
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December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
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
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
August 2014
Leonard Klie |
Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service. |
CRM
February 1, 2007
Nick Discombe |
Get Reacquainted With Your Customers To get the most value from customer interactions and ultimately improve the customer experience, organizations must streamline the flow of information from the customer to the company. |
CRM
August 19, 2010
Justin Schuster |
5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line. |
Bank Systems & Technology
April 28, 2008
Maria Bruno-Britz |
Keys to Improving Customer Retention Banks can enhance loyalty by keeping the customers' experience the center of their business. |
CRM
April 1, 2011
Scott Swope |
Social Media Interaction a Challenge for Web 2.0 Sites Too How companies can reap the benefits of social media. |
CRM
June 2011
Donna Fluss |
Use Social Media Proactively Leveraging sites like Facebook and Twitter is critical |
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
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
January 3, 2014
Matt Kearney |
Three Tips to Optimize Your Social Media Success Focus on the right channels to grow revenue and satisfy customers. |
CRM
March 9, 2012
Scott Kolman |
The Future of Customer Contact What smart devices mean for the call center industry. |
CRM
March 15, 2013
Paul Anderson |
Win Over Your Customers with Smart CRM Moves Use the right tools to boost brand loyalty. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
August 2, 2010
Alex Dayon |
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. |
CRM
August 12, 2010
Glen Manchester |
Multichannel Is Not Enough: 6 Steps to Engaging Customer Communications Context and relevance are critical elements to maximize customer engagement and loyalty. |
CRM
August 1, 2003
Lior Arussy |
Efficiency Versus Quality There is no such thing as an efficient customer relationship. |
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
April 1, 2008
Woody Driggs |
Serving Up Customer Delight Embracing customer centricity isn't the same as delivering it. |
CRM
November 2011
Flodin & Norton |
Customer Experience Blueprint Drives B2B Determine the needs of customers and their value to the organization |
CRM
July 12, 2013
Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
CRM
June 2015
Roxana Strohmenger |
Taking a Measurable Approach to Customer Experience The ideal experience must deliver for consumers and businesses |
U.S. Banker
April 2006 |
The Difference Between Good and Bad Profits The difference between those companies generating good profits and those producing bad profits can be boiled down to one question: "How likely are you to recommend us to a friend?" Loyalty transforms the economics of business. |
Bank Technology News
April 2011
John Adams |
Service Perceptions Still Need Work Efforts by banks to improve the quality of service have not yet resulted in improved customer perceptions. |
CRM
September 7, 2012
Nancy Liberman |
The Secret to Building Consumer Relationships Look to content to provide credibility and a likable brand online. |
Bank Systems & Technology
February 1, 2007
Duchesneau & Joyner |
The Business of Risk Faced with product commoditization, increasing competition and decreasing customer loyalty, banks are being forced to seek new ways to boost revenue and increase customer retention. |
Search Engine Watch
April 5, 2011
Kevin Gibbons |
How to Entertain Your Facebook Fans Here are some ideas for entertaining your fans in order to gain that important brand interaction without irritating them. |
CRM
June 2011
Carolyn Heller Baird |
Social Media's Advocacy Paradox Businesses and consumers have different perceptions, according to social CRM study by IBM's Institute for Business Value. |
Search Engine Watch
November 2, 2009
Ron Jones |
Facebook 101 The basics to know before joining the popular social media site, including tips on setting up your account, privacy, and helpful applications. |
PHONE+
Vivian Hairston Blade |
5 Myths Every Business Must Avoid to Survive the Recovery Five common myths that keep businesses preoccupied with short-term results at the cost of long-term planning and customer retention strategies. |
CRM
June 13, 2014
Kyle Shepherd |
4 Steps to Realizing the Promise of Customer-Centric Marketing Focus on your customers' lifetime value. |
CRM
July 22, 2011
Mary Ann Tillman |
Who Should Be the Master of Your Customer Data? The virtual entity model delivers immediate benefits |
CRM
March 29, 2013
Bhupendra Gupta |
Look to Customer Experience Data to Solve Business Problems Less consumer effort results in higher satisfaction. |
CRM
February 2007
Coreen Bailor |
Not Fade Away Exhausting customers in a fierce business environment erodes profits through loyalty loss; here, some winning ways to help combat customer fade. |
AFP eWire
May 20, 2015
Jamie Lehman |
How Big Picture Thinking Will Improve Your Fundraising Event It's possible you are missing some of the big-picture items that can make the difference between a good event and a great event. |
CRM
November 23, 2012
Pelin Thorogood |
The New Science of Retaining Customers Look to digital analytics to improve buyer loyalty and customer lifetime value. |
CRM
February 2010
Christopher Musico |
Environmental Distress Your basic processes can affect your agents' stress levels. |
CRM
November 2013
Tayob & Berumen |
Keeping Pace with the Connected Customer Five ways to improve your sales force effectiveness. |
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
November 2009
Clara Shih |
Facebook Is the Future of CRM Only social media can put the customer back into CRM. |
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
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. |
CRM
January 25, 2013
Leonard Klie |
Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role. |
InternetNews
September 17, 2009 |
Facebook, Twitter and Social Media Marketing A significant number of brands have amped up their social media marketing, but it's not just all about tapping Facebook and Twitter, says a new study. |
Knowledge@Wharton
January 15, 2003 |
Why Some Companies Succeed at CRM (and Many Fail) What makes some companies so much better at managing customer relationships than their competitors? New research suggests three distinct approaches to customer relationship management (CRM), each with dramatically different results. |
CRM
March 2011
Robert Wollan |
The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy. |
