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CRM
June 14, 2012
Kelly Liyakasa |
Satmetrix Debuts Social Net Promoter Metric draws on sentiment analysis to tie customer conversations to brand customer experience strategy   |
CRM
February 3, 2012
Judith Aquino |
Net Promoter Creator to Release Social Media Measurement Tool SparkScore helps companies identify promoters and detractors in social media comments. |
CRM
October 12, 2012 |
CRM Idol 2012 Announces Finalists Seven global companies make it to the last round in the second annual competition for innovation in CRM and related industries. |
CRM
May 18, 2012 |
Study: Global Businesses Are Anti-Social in a Social Media Age B2B desperately lags behind B2C in social media adoption, with 75 percent not measuring social media. |
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
October 17, 2011
Judith Aquino |
CRM Idol Will Soon Have Its First Winners CRM Idol, a new contest that is giving small CRM-related companies a chance to shine, is reaching the finishing line. Contestants say they've already won by receiving added exposure. |
CRM
February 1, 2008
Marshall Lager |
The Loyalty Riddle Can marketing overcome the customers who talk about you? |
Inc.
September 2006
Darren Dahl |
Would You Recommend Us? Perfect your service by asking the only question that matters. |
CRM
September 2007 |
The 2007 Market Awards: Influential Leaders These influential leaders are the executives and CRM industry pundits with the strategy, product line, or visionary thinking needed to drive the market. |
CRM
June 2012
Kelly Liyakasa |
Customer Experience Is Critical in Net Promoter Benchmarks Apple, Virgin America, JetBlue, USAA all nab high scores. |
HBS Working Knowledge
November 3, 2011
James Heskett |
The Ultimate Question in Management In their book, Fred Reichheld and Rob Markey remind us of the simplicity of the Net Promoter Score. It's the product of answers to one question, "How likely is it you would recommend us to a friend?" |
BusinessWeek
January 30, 2006
Jena McGregor |
Would You Recommend Us? Customer recommendations are shaking up planning and executive pay. |
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
August 2010
Joshua Weinberger |
The 2010 CRM Market Awards -- Hall of Fame: Paul Greenberg The Social Godfather: The role of president and founder of consultancy The 56 Group LLC may be his day job, but Paul Greenberg is also author of industry bible, a prolific writer - and connected to everyone. |
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 Systems & Technology
August 4, 2004
Ivan Schneider |
The Metric System One banker comes up with a formula for deciding whether your CRM investment is paying off. |
CRM
August 2010 |
The 2010 CRM Market Awards - Introduction Vendors, consultants, and end-user companies that focus on customer relationships and the customer experience through the sophisticated integration of people, processes, and technologies are honored. |
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. |
CRM
October 2006 |
The 2006 CRM Market Awards--Table of Contents and Introduction At the crux of the success of CRM software are the vendors, consultants, and end-user companies focused on creating and cultivating rewarding customer experiences and relationships. Their efforts and achievements are recognized here. |
CRM
February 2012
Paul Greenberg |
Lessons from CRM Idol 2011 Takeaways any business can use. |
CRM
September 1, 2009 |
The 2009 CRM Market Awards - Introduction With the eighth annual CRM magazine Market Awards, we take note of the industry's mainstays as well as its newcomers, the expected along with the surprising. |
PC Magazine
April 27, 2011
Ben Gottesman |
Readers' Choice Awards 2011: Desktops and Laptops Our yearly survey reveals just who PCMag readers love -- and who they don't -- in the world of desktops and laptops. |
CRM
August 2010 |
The 2010 CRM Influential Leaders: An Introduction Eight people were named CRM magazine's Influential Leaders for 2010. |
CRM
August 2013
Marshall Lager |
Giving Small CRM Players Due Credit CRM's reality contest, and why you should pay attention. |
CRM
December 2007
Marshall Lager |
It's All Coming 2.0gether As 2007 ends, and 2008 looms ahead of us, patterns are beginning to emerge: The future of business may not be in the hands of the executives, but those of the customer instead. And yet, hasn't it always been that way? |
CRM
August 2015 |
The 2015 CRM Market Leaders Our winners have what it takes to achieve success in all areas of CRM, whether it's building a powerful solution, pleasing customers, or charting a smart course. |
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. |
CRM
January 2011
Lauren McKay |
Most Vendors Embrace Social CRM A study evaluates the performance of leading vendors |
CRM
September 2007 |
The 2007 CRM Market Awards: Table of Contents and Introduction The leaders, the winners, and the honorees - the best of the CRM industry over the last 12 months. |
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
June 2015
Paul Greenberg |
It's Time to Rethink Customer Lifetime Value Look past transactions to interactions |
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. |
CRM
October 2010
Lauren McKay |
A CRM Showdown in Times Square Executives from four of the industry's top vendors share the same stage - but not the same views. |
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. |
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. |
Entrepreneur
March 2006
Mark Henricks |
Do the Math Business book advice: The "net promoter score" can help boost your sales, according "The Ultimate Question." And "Dealing With Darwin" says that long-term success requires learning to survive in changing environments. |
CRM
April 15, 2015 |
Medallia Partners with Leading Thinker Fred Reichheld and HuddleUp In forming an exclusive licensing partnership with HuddleUp, Medallia aims to strengthen team cooperation and improve bottom lines. |
CRM
November 15, 2004
Colin Beasty |
Required Reading: The Evolution of the CRM Value Proposition An interview with Paul Greenberg, author of CRM at the Speed of Light: Essential Customer Strategies for the 21st Century, on the evolution of CRM, how to increase customer value, resolve customer problems, and keep the customer service personal so customers keep coming back. |
CRM
June 2015 |
Required Reading: The Wallet Allocation Rule Is a Better Metric for Businesses Net Promoter and satisfaction scores paint an incomplete picture. In their new book, Timothy Keiningham and others offer a fresh approach to measuring business impact. |
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. |
CRM
June 1, 2006
Denis Pombriant |
Selling Is All About the Setup New technologies help improve sales processes, but companies are not focusing enough on fundamentals. |
CRM
October 1, 2003
Paul Greenberg |
A Commonwealth of Self-Interest CRM initiatives will succeed only if users see value in using them. |
CRM
August 2, 2010 |
CRM Magazine Announces Winners of 2010 CRM Market Awards With its ninth annual CRM Market Awards, CRM magazine honors the vendors, consultants, and end-user companies that focus on customer relationships and the customer experience through the sophisticated integration of people, processes, and technologies. |
Fast Company
October 2005
Jena McGregor |
The Art of Service Meet the winners of our second-annual Customers First Awards, the folks who really know what it takes to keep customers happy--and coming back. |
CRM
September 2003
Ginger Conlon |
The 2003 Influential Leaders One of the great things about the CRM industry is the group of outspoken leaders who continually push for its success. Here, we spotlight customer-company and vendor executives who have made a significant impact in their company or on the industry in the past year. |
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. |
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
May 1, 2008
Marshall Lager |
Is CRM Too Hard for Microsoft? Redmond's mighty software maker finally has what it needs for a great CRM program, Convergence 2008, but is it too late? |
CRM
July 2007
Marshall Lager |
The Alignment CRM capabilities and business processes enable technology to shine. |
CRM
September 1, 2009
David Myron |
CRM Bucks the Downward Financial Trend The CRM industry grew 12.5 percent in 2008, to $9.15 billion. |
