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CRM
September 2013
Paul Hagen |
Organizational Design from the Inside Out Architect your business with a focus on the future.   |
HBS Working Knowledge
August 8, 2005
Robert S. Kaplan |
A Balanced Scorecard Approach To Measure Customer Profitability Some companies become customer-obsessed rather than customer-focused and lose potential profits. |
CRM
August 1, 2003
Lior Arussy |
Efficiency Versus Quality There is no such thing as an efficient customer relationship. |
HBS Working Knowledge
March 8, 2004
Iansiti & Levien |
Creating Value in Your Business Ecosystem The metaphors of keystones and ecology help you think about your business environment, say professor Marco Iansiti and consultant Roy Levien. A Harvard Business Review excerpt. |
Insurance & Technology
November 15, 2006
Peggy Bresnick Kendler |
Making Successful Contact Industry experts answer questions about how contact centers fit into insurers' customer service and distribution strategies. |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
Search Engine Watch
March 24, 2011
Nathan Linnell |
Social Media and Search Synergy in the Purchase Decision Process Are your search and social media efforts integrated? Results of a recent study offer insights that could alter your current search and social media strategies. |
CRM
October 2014
Denis Pombriant |
Look to Spreadsheets to Foretell CRM's Future An outdated method breeds frustration -- and innovation |
CRM
January 2013
Woody Driggs |
Add Customer Satisfaction Through Analytics Companies need to improve customer value to boost profitable growth, gain insights into customers' profitability and lifetime value, and monitor customer behavior across multiple channels and social media |
CRM
March 21, 2014
Scott Hirsch |
Customer Communities: The Centerpiece of CXM Six steps for offering engaging experiences. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
October 1, 2006
Lior Arussy |
Beware the Faulty Satisfaction Survey Market research firms must measure complete experiences to help clients differentiate products and services. |
CRM
May 2015
Robert Wollan |
Tapping the Switching Economy Three tips for keeping customers from straying. |
CRM
February 2011
Robert Wollan |
Pick a Strategy Before It Picks You Social media engagement requires a well-thought-out enterprise-wide approach. |
CRM
June 2015
Michael Vickers |
Is Your CRM System Social Media Friendly? Empower collaboration to create customized experiences |
CRM
October 2015
David Myron |
Are Banks Too Big To Care? Financial institutions should figure out a way to appropriately compensate disgruntled customers. |
HBS Working Knowledge
March 1, 2004
Jonathan Byrnes |
Reconnect Sales Management to Profitability In many companies, top managers are frustrated because the sales process seems disconnected from corporate objectives. This presents a serious impediment to management's efforts to manage profitability effectively. |
Pharmaceutical Executive
October 1, 2010 |
Knowledge-Based Outsourcing: Driving Deeper Insights Outsourcing is fairly commonplace in the world of pharma. Tracking, monitoring, and trend evaluation is not enough. Companies must now do more than assess what happened and why. |
CRM
January 4, 2016
Sam Del Rowe |
NICE Engage Platform Integrates with Microsoft's Skype for Business The solution brings real-time customer information and 100 percent call recording to Microsoft's communications system. |
CRM
June 2005
Bailor et al. |
100 Proven CRM Ideas, Part 2 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Here are tips 51 through 100. |
Global Services
August 14, 2008
Phil Fersht |
Dodging the Outsourcing Landmines With growing reliance on their providers to deliver, greater scrutiny by boards and their auditors, and such, driving change deep into firms, execs governing outsourcing relationships have become a lightning rod for criticism. |
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. |
CRM
September 2011
Ray Wang |
The Evolution of Social CRM Early adopters must build trust and community |
