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CRM
August 19, 2010
Justin Schuster |
5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line.   |
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
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
CRM
May 6, 2011
Alex Cohen |
Top 5 Reasons Your Company Should Use Social Media to Improve CRM Low cost and communities top the list |
CRM
September 2011
Leonard Klie |
Companies That Listen Get Results Investments in monitoring social media rise but still lag customers' use of it |
CRM
February 17, 2012
Ashish Gambhir |
Leveling the Playing Field with Social Media Online feedback puts the spotlight on your customer service department. |
CRM
April 27, 2012
Ashish Gambhir |
How Customer Intelligence Drives Loyalty Listening to -- and acting on -- consumer comments is the best strategy. There is no better place to learn how best to execute changes than from online guest feedback. |
CRM
December 2009
Bruce Temkin |
7 Keys to Customer Experience Big-picture advice for how to improve the customer experience over the next year. |
Bank Technology News
November 2007
John Adams |
Feedback: Zions Wants to Plumb the Depths of Your Discontent Zions now believes it's found a way to gather feedback and respond to complaints and suggestions. It's deployed the Allegiance Engage Platform to help analyze and respond in real-time to customer and employee comments and suggestions. |
CRM
September 2010
Fluss & Rogers |
The Growth of Social Media in Customer Service While most of what's happening in social media is personal in nature, organizations are finding that it's important to listen carefully when they become the subject of discussion. |
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
March 29, 2013
Bhupendra Gupta |
Look to Customer Experience Data to Solve Business Problems Less consumer effort results in higher satisfaction. |
Pharmaceutical Executive
February 1, 2011
Stan Bernard |
Are You Trained to Compete and Win? With the impact of the sales rep in decline, it's time to beef up training for other pharma functions to fill the gap in a competitive marketplace |
CRM
February 2011
Fluss & Rogers |
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls. |
CRM
June 17, 2010
Mark Johnson |
The Voice of the Customer in the Community What does it mean for loyalty and engagement? |
CRM
November 22, 2013
Kristin Muhlner |
Making the Most of Social Media Data Tap into this one-stop business intelligence source for your smartest budget ever. |
Bank Technology News
June 2009
Michael Sisk |
Find and Nurture Your Biggest Fans Banks are focusing their attention on the so-called "advocates" among their clientele; these customers not only buy more products and services, but they also recommend the institution to friends and family. |
CRM
October 22, 2015
Bill Hobbs |
6 Things You Should Know About Customer Success Paying extra attention to current customers will help prevent churn -- and turn them into promoters of your business. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
November 2013
Patrick Gibbons |
Hungry for Customer Intelligence Customer experience professionals must satisfy appetites company wide. |
CRM
August 2, 2013
Dave King |
Look to Mobility to Broaden Your VoC Capabilities Many consumers use smartphones and tablets more than they do any other medium to interact with brands, requiring companies to create content and communications channels that work effectively through the mobile medium. |
CRM
September 7, 2012
Nancy Liberman |
The Secret to Building Consumer Relationships Look to content to provide credibility and a likable brand online. |
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
May 2013
Patrick Gibbons |
The Road to Customer-Focused Results Implement an initiative that pays off. |
CRM
October 17, 2014
Yaron Wilf |
How Social Service Communities Can Drive Loyalty When customers help each other, companies and customers win. |
Pharmaceutical Executive
October 1, 2010 |
Decisive Strategy Wins the Market A clear, consistent approach to the competition can deliver big gains in market share; six decisions lead the way. |
Financial Advisor
July 2006
Littlechild & Pomering |
Unlocking Client Value The first question financial advisors should ask is not "how" to survey clients but "why" you should do it in the first place. In addition to allowing you to stay on top of changing client needs, interests and expectations, the reasons abound. |
CRM
May 17, 2013
Lane Cochrane |
All Customer Feedback Is Not Created Equal Voice-of-the-customer data has come to represent a broad spectrum of data streams, from traditional consumer research, convenience surveys, comment cards, and call center verbatim, all the way through to social media. |
CRM
March 21, 2014
Scott Hirsch |
Customer Communities: The Centerpiece of CXM Six steps for offering engaging experiences. |
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. |
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. |
HBS Working Knowledge
June 20, 2005
Ulrich & Brockbank |
HR's New Mandate: Be a Strategic Player In the last decade, HR professionals have worked to become business partners and to align their work with business strategies. |
ONLINE
Jul/Aug 2010
Bonson & Flores |
Social Media Metrics and Corporate Transparency The concept of corporate dialogue in a web-dominated world presents information professionals with a new situation regarding corporate information. Social media encourages corporate transparency |
Pharmaceutical Executive
April 1, 2007
Fard Johnmar |
Alternative Media: Mastering Social Media Pharma agencies are buzzing about social media tools such as blogs, podcasts, and interactive healthcare forums, but few firms really know how to make these online initiatives work. |
CRM
January 4, 2013
Don Hughes |
A Look Under the Loyalty Hood Deliver the engagement process consumers seek. Loyalty providers who fail to keep their programs' technology first-rate risk losing their most important asset: their customers. |
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
October 18, 2010
Jason Cormier |
Social Intelligence for Facebook Marketing How to shape strategies and tactics specific to fan engagement, application development/deployment, and advertising. |
CRM
September 1, 2007
Woody Driggs |
The True Drivers of Loyalty It is a mistake to think that loyalty is all about improving customer satisfaction. |
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. |
CIO
May 15, 2002
Susan H. Cramm |
Strategic Fitness A crash course in strategic planning... |
CRM
July 2003
David Myron |
In Beta: Replaying The Experience Nice Systems knows memory fades with time. That's why Nice introduced Nice Feedback, an IVR survey system that enables contact centers to obtain direct customer feedback immediately after a service call. |
CRM
October 11, 2010
John Squire |
Best Practices Are Born Every Day Social media success is often hard to spot, but you need to know where your industry is headed. |
CRM
December 2009
Lauren McKay |
EarthLink Connects to a World of Loyalty Analyzing churn helped the Internet service provider improve not just the targeting of its messages, but its overall customer retention as well. |
Financial Planning
December 1, 2010
Stephanie Bogan |
Talking Back There is a strong argument that the very process of asking for feedback can help to build strong client relationships. |
AFP eWire
May 29, 2012
Derrick Feldmann |
You Get More With Facebook Than You Give -- Is Your Organization Stepping Up to the Challenge? Here are three suggested applications for non-profit organizations that use Facebook. |
Financial Advisor
December 2006
Pomering & Littlechild |
Using Client Feedback To Unlock Client Value How can you use client feedback to unlock client value in your financial advisory business? |
CRM
June 2013
Leonard Klie |
T-Mobile Listens to Its Customers Surveying tool yields positive results for Austrian carrier. |
HBS Working Knowledge
April 12, 2010
Martha Lagace |
One Report: Better Strategy through Integrated Reporting Stakeholders expect it. And smart companies are doing it: integrating their reporting of financial and nonfinancial performance in order to improve sustainable strategy. |
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. |
Fast Company
Neal Ungerleider |
Facebook Takes Aim At Twitter, Adds Universal Search The new search functionality is a push to surface more internal, Facebook-generated content when users search for news topics. |
