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CRM
June 2015
Roxana Strohmenger |
Taking a Measurable Approach to Customer Experience The ideal experience must deliver for consumers and businesses   |
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. |
CRM
January 30, 2015
Michael Hvisdos |
The Surprising Key to B2B Customer Loyalty Unless we change internal structures and turn to market strategies that make it easy for our customers to do business with us, we can't expect them to remain loyal. |
CRM
September 13, 2013
Syed Hasan |
Go from Lip Service to Real Service Boost your company's reputation with a comprehensive customer experience management program. |
CRM
November 11, 2011
Leonard Klie |
Companies Fail the Test with Metrics New research from the Temkin Group suggests that while executives at many companies feel they are doing a good job with their customer experience metrics, very few of them are actually passing the test. |
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? |
Bank Technology News
March 1, 2008
Larry Freed |
Put Usability Testing to the Ultimate Test By using scientific customer satisfaction metrics for usability testing, you can identify where to focus improvements that will have the greatest positive impact on customer satisfaction and loyalty. Read on to see how. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CIO
May 1, 2003
Mohanbir Sawhney |
How to Keep Your Customers Satisfied To learn if end users are happy, you have to ask the right people -- and the right questions. |
CRM
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
CRM
September 2015
Roxana Strohmenger |
Demystifying Customer Experience Quality To deliver a better experience, you have to understand what quality means for your customers |
IndustryWeek
May 1, 2008
John Teresko |
Seven Emerging Trends in R&D Metrics More companies tracking 'true performance metrics'. |
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. |
IndustryWeek
October 1, 2008
Jill Jusko |
Measured Success: By The Numbers Customer satisfaction is a popular metric by which to gauge the success of innovation efforts. But it's not the only one. |
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. |
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... |
IndustryWeek
October 19, 2011 |
Do Performance Metrics Boost Performance? Survey results show a majority of manufacturers employ performance metrics to improve their performance. |
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
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. |
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
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. |
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. |
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. |
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
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 16, 2011
Koa Beck |
Study Finds Lower Churn Despite Decreasing Satisfaction Customers expect more from service providers with expectations being set high by one particular channel. |
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. |
CIO
October 1, 2003
Jack Keen |
Wanted: Metric Skeptics Accepting vague or irrelevant numbers for project value can lead to bad IT spending decisions. |
CRM
August 22, 2014
Sean Gordon |
5 Ways Small Data Can Be More Valuable than Big Data Real-time information lets your business act more quickly. |
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. |
InternetNews
December 19, 2008
Rob Enderle |
EMC, Apple and Customer Loyalty Approaches Commentary: A tech vendor's success has as much to do with customer perception as actual product quality, making the vendor-customer relationship of paramount importance. |
CRM
May 2015
Robert Wollan |
Tapping the Switching Economy Three tips for keeping customers from straying. |
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. |
HBS Working Knowledge
October 4, 2004
Marc J. Epstein |
Start to Measure Your E-commerce Success This excerpt from the visiting professor's new book, "Implementing E-commerce Strategies: A Guide to Corporate Success after the Dot.Com Bust," shows how survivors of the dot-com fallout can put metrics to good work. |
CRM
February 20, 2015
Justin Gray |
Why Sales and Marketing Need a Unified Dashboard When business teams align, everyone wins. |
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. |
CRM
March 2011
Robert Wollan |
The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy. |
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. |
On Wall Street
December 1, 2012
Todd Colbeck |
Developing a Great Business Plan How to craft a business strategy that will keep you on track in the New Year. |
Entrepreneur
February 2009
John Jantsch |
Success Must be Measured Four key metrics can help you determine if your brand-building is working. |
CRM
December 1, 2015
Jeff Coleman |
4 Ways to Make Your Customer Satisfaction Surveys Actionable To truly understand customer feedback, you need to ask an important question: Why? The only way to do that: follow up. |
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. |
CRM
September 2012
Judith Aquino |
Working from the "Outside In" Forrester Research reveals customer experience insights and analyses. |
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. |
CIO
December 2, 2013
Stephanie Overby |
Call Centers Suffer From Big Data Overload Nearly half of all contact centers consistently collect and report on metrics that they never use to improve the customer experience, according to a new survey. |
CRM
November 2007
Coreen Bailor |
Checking the Pulse of the Contact Center Contact center performance management provides a holistic view of agent performance; use that data to spur desirable behaviors that will help reps beat center and corporate goals. |
CRM
August 2004
Jason Compton |
How to...choose the right metrics for determining ROI Four keys to evaluating the success of your CRM investment. |
CRM
October 2011
Brittany Farb |
The (Old) Rules Do Not Apply Traditional standards of database marketing will be retailers' downfall |
Information Today
July 31, 2008 |
ACSI's E-Government Satisfaction Index Shows Improvement Citizen satisfaction with federal government websites ended a losing streak by improving for the first time in a year. |
