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CIO
September 14, 2012
Lauren Brousell |
5 Things CIOs Need to Know About CX CX (or customer experience) has become critically important to doing business. If you're not already checking in with how your customer sees your business, it's time to start.   |
CRM
August 31, 2010
Koa Beck |
8 Megatrends in Customer Experience Longtime industry analyst Bruce Temkin recently released the first report under his own shingle. The report identifies eight customer experience megatrends, predicting how companies should interact with their customers in the next three to five years. |
CRM
June 2015
Leonard Klie |
CX Spending Is on the Rise Companies start to see value in their customer experience efforts |
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. |
CRM
September 2015
Roxana Strohmenger |
Demystifying Customer Experience Quality To deliver a better experience, you have to understand what quality means for your customers |
CRM
March 2011
Donna Fluss |
Realizing the Benefits of Speech Analytics Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope. |
CRM
March 1, 2007
Coreen Bailor |
Vocal Ease Companies should plan and implement a formal approach to collecting feedback and inserting the customer's voice into the business strategy. |
Wall Street & Technology
May 15, 2006 |
For Good Measure New research indicates that many financial firms lack reliable metrics for verifying and qualifying the accuracy of their data. |
National Defense
February 2007
Grace Jean |
Software Helps Assess the `Training Value' of Games Measuring the training value of a videogame often has been an improvised endeavor. Web-based programs now are being introduced to collect, analyze and share game data. |
IndustryWeek
October 19, 2011 |
Do Performance Metrics Boost Performance? Survey results show a majority of manufacturers employ performance metrics to improve their performance. |
CRM
October 18, 2004
Joshua Weinberger |
Metrics Should Define Results Setting benchmarks to determine the success of a CRM initiative is a must. The metrics that matter most are those taken when agents are serving customers. |
CRM
July 2012
Leonard Klie |
Customer Service Climbs Firms' Priority Lists Mobile and online experiences also seen as key business objectives in the immediate future. |
CRM
March 1, 2005
Coreen Bailor |
Who's Responsible for the Customer Experience? Many companies remain indecisive about consolidating all service channels under a single umbrella of authority. |
IndustryWeek
May 1, 2008
John Teresko |
Seven Emerging Trends in R&D Metrics More companies tracking 'true performance metrics'. |
CRM
May 11, 2011 |
Better Customer Experience Leads to Millions in Additional Revenue A new survey from the Temkin Group reveals a significant correlation between customer experience, customer loyalty, and increased revenue. |
CRM
May 15, 2013
Leonard Klie |
Customer Service Is the Only Metric That Matters Interactions panelists say customers should be the center of all that happens in the contact center. |
Search Engine Watch
June 28, 2010
Nathan Linnell |
Measuring Audience Engagement in Social Media Providing a framework for measuring audience engagement while also soliciting feedback for additional metrics that should be factored into such a calculation. |
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? |
CRM
April 1, 2011
Koa Beck |
Amazon, Kohl's, and Costco Top Experience Ratings List The Temkin Group's 2011 Experience Ratings identifies retailers as doing the best job with customers overall, but almost half of companies do a poor job. |
Search Engine Watch
July 26, 2010
Nathan Linnell |
6 Key Metrics for a Social Media Measurement Dashboard Creating your own social media dashboard gives you the ability to show the impact of your social media efforts, and it will put you in great position to bide time until a truly robust social media measurement tool is available. |
Entrepreneur
December 2008
Chris Penttila |
Know Your Return on Innovation Endless ideas and prototypes don't mean anything if they're sitting on shelves. Get your innovations out there, and then get tracking. |
Search Engine Watch
June 23, 2010
Joseph Kerschbaum |
How to Compare Your PPC Performance to Your Competitors Strategies for building traffic and expanding your reach with your PPC campaigns. Opportunities await. |
Search Engine Watch
November 23, 2009
Ron Jones |
Measuring Success 101, Part 1 Defining a goals and objectives, identifying the right tools and data to analyze, and defining the staff and time needed to track the success metrics are crucial elements for measuring success. |
CRM
August 2012
Kelly Liyakasa |
With More Data Comes More Complexity Companies need to align their metrics with functional issues and corporate goals when deciphering big data. |
CRM
November 2012
Leonard Klie |
The New Measure of Customer Service Success Why some traditional performance metrics are wrong and what you need to evaluate now. |
Search Engine Watch
November 30, 2009
Ron Jones |
Measuring Success 101, Part 2 Don't disregard fundamentals such as defining goals, incorporating benchmarks, and using tools when setting up success metrics. |
CRM
August 2014
Leonard Klie |
Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service. |
IndustryWeek
June 19, 2012 |
Don't Waste Your Metrics Four keys to making metrics a better part of your evaluation process. |
CRM
June 2015
Roxana Strohmenger |
Taking a Measurable Approach to Customer Experience The ideal experience must deliver for consumers and businesses |
D-Lib
October 2004
Jones et al. |
Developing a Web Analytics Strategy for the National Science Digital Library A recent workshop on "Developing a Web Analytics Strategy for the National Science Digital Library (NSDL)" brought together government and industry to discuss how web metrics could be implemented in a pilot study to identify current NSDL use and develop strategies to support the collection of usage data in the future. |
IndustryWeek
May 3, 2010 |
Lessons Learned from IW's Best Plants Conference: Choosing Metrics for Lean Talan Products shares its selection process. |
CIO
May 15, 2002
Lafe Low |
Seven Tips for Developing Value Metrics Rolling out an IT valuation methodology across an enterprise or even within an IT department is a major undertaking. Laying the groundwork, determining the right metrics and the right amount of metrics, and getting the staff involved are all critical to a project's success... |
CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
CRM
November 2011
Leonard Klie |
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. |
CRM
September 3, 2015
Jessica Hawthorne-Castro |
With Campaign Metrics, You Need to Go Beyond the Basics Here are four metrics to make your decision making more data-driven -- and enhance profits. |
CRM
December 2009
Christopher Musico |
No Substitute for Experience When the economy (eventually) rebounds, customers will be swayed by differentiators. That's why the smart companies are investing in customer experience now. |
CRM
December 11, 2013 |
Source Metrics Releases Browser Plug-in for Tracking Social Media Conversions Source Metrics allows digital marketers to measure clicks, conversions, and online or in-store sales from their published social content. |
CRM
May 2015
Bruce Temkin |
To Improve Customer Experience, Engage Your Employees For better business results, give employees the support they need |
CFO
June 1, 2007
Scott Leibs |
Measuring Up Many companies still struggle to use metrics effectively. It may be that fresh thinking is what really counts. |
CRM
May 17, 2012 |
Oracle Pairs RightNow CX Cloud with Fusion CRM The pairing allows companies to bring customer experience and sales force automation together in the cloud. |
CIO
February 1, 2002
Katherine Noyes |
Nonprofits Need Metrics Too We spoke with Doug Barker, vice president and CIO for The Nature Conservancy in Arlington, Va., about the importance of valuation and metrics for nonprofit organizations... |
CRM
March 7, 2011
Koa Beck |
Few Consumers Share Experiences via Social Media A report by the Temkin Group surveying 6,000 consumers determines that social media is not yet the largest word of mouth medium. |
CRM
January 2016
Oren Smilansky |
How to Craft a Clear and Effective CRM Strategy Guidelines for tackling some of the common barriers on the road to CRM nirvana |
CRM
October 15, 2012
Judith Aquino |
Source Metrics Releases Integrated Social Media Tool Kit Platform offers social publishing, campaign management, monitoring features, and more. |
CRM
May 2015
Patrick Gibbons |
Catalysts for Change Customer experience leaders can make a big impact in their business operations |
CRM
December 18, 2012 |
Angel Unveils New Outbound Campaign Manager A cloud-based tool gives businesses the flexibility and insight to proactively create personalized customer experiences. |
CIO
November 15, 2002
Susannah Patton |
Web Metrics That Matter Web metrics are no longer one-size-fits-all. Now they must match your website's business and audience. Here are the latest tools to gauge your website's effectiveness. |
CRM
June 25, 2015
Oren Smilansky |
Union Metrics Unifies Social Suite, Adds Facebook Analytics Capabilities Increased connectivity between platforms aims to give marketers insights into the key drivers of brand-related online conversations. |
| Knowledge@Wharton |
Marketers Turn to Metrics to Measure the Impact of Their Initiatives The search for better marketing metrics is underway throughout Corporate America. Marketing executives are devoting more attention than ever to ways in which they can link traditional marketing variables to hard-core financial concepts, such as a company's stock price or ROI. |
CRM
January 20, 2012
Justin Gray |
How Chasing Your Metrics Has You Chasing Your Tail Don't make these mistakes. |
