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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
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. |
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
May 2015
Bruce Temkin |
To Improve Customer Experience, Engage Your Employees For better business results, give employees the support they need |
CRM
August 2011
Chan & Hernandez |
CRM Analytics: Shifting the Balance What's relevant to customers and sustainable for businesses? |
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
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
July 2011
Leonard Klie |
Just the Facts? Not Really Many firms use analytics data inconsistently and rely on personal experiences when engaging customers. |
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
March 2015
R "Ray" Wang |
7 Lessons to Learn in the Digital Shift Focus on relevancy to build loyalty and authenticity. |
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. |
CRM
January 18, 2013
Leonard Klie |
Temkin Group Delivers Customer Experience Excellence Awards Five organizations earn top honors for customer experience transformation efforts and results. |
CRM
August 1, 2003
Lior Arussy |
Efficiency Versus Quality There is no such thing as an efficient customer relationship. |
CRM
April 2014
Sarah Sluis |
The 4 Pillars of Responsible Customer Engagement Relevance, respect, credibility, and value are key to great experiences. |
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 2009
Joshua Weinberger |
CRM on Twitter: December 2009 The word on the street about CRM. |
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. |
CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
CRM
August 2014
Bruce Temkin |
Customer Experience Management Is on the Road to Maturity Companies that lag behind must move from 'fluff' to 'tough.' |
CRM
November 2011
Brittany Farb |
Relaxed Shoppers, Looser Wallets The more relaxed consumers are when they enter a store, the more money they are likely to spend, according to a study published by Columbia University researcher Michael Tuan Pham in the Journal of Marketing Research. |
CRM
April 29, 2011
Leonard Klie |
Customer Experience Professionals Association Launches A new global trade group is formed to provide members with extensive research, education, and networking opportunities. |
Investment Advisor
April 2007
Marlene Y. Satter |
Keep Them Satisfied Financial advisors know that clients' feelings about money can have a dramatic effect on the financial plans that have been crafted so carefully for them. Their attitudes on insurance providers can also play a role. |
U.S. Banker
June 2008
Anthony Malakian |
Banks Should Seek Fans, Not Just Customers The banking industry is finally getting the point that good customer service can increase revenue. |
CRM
November 2014
Bruce Temkin |
How to Create Meaningful Customer Experiences Tap into the power of purpose, empathy, and memories. |
CRM
June 13, 2014
Kyle Shepherd |
4 Steps to Realizing the Promise of Customer-Centric Marketing Focus on your customers' lifetime value. |
CRM
July 1, 2009
Christopher Musico |
On the Scene: New Beginnings from Within Customer Experience Summit '09: Improving the customer experience starts with a hard look in the mirror. |
CRM
March 2011 |
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service. |
