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CRM
August 1, 2009
Paul Greenberg |
Managing Social Customers for Profit A new paradigm calls for a reassessment of an industry metric.   |
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. |
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. |
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?" |
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. |
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. |
Inc.
September 2006
Darren Dahl |
Would You Recommend Us? Perfect your service by asking the only question that matters. |
CRM
August 2012 |
The 2012 CRM Influential Leaders Each in this impressive lineup of persuasive people is certainly deserving of this year's Influential Leader award. |
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. |
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
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
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. |
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. |
Financial Planning
November 1, 2010
Julie Littlechild |
Secrets of Referrals To crack the referral code, my firm, Advisor Impact, went to the one true source of insight on the topic: your clients. |
CRM
October 1, 2009
Lior Arussy |
You Are What You Measure The measurements you track are an indication of the customer relationships you want to have. |
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. |
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. |
Knowledge@Wharton
July 30, 2003 |
Which Customers Are Worth Keeping and Which Ones Aren't? A look at managerial uses of "Customer Lifetime Value" measurement. |
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. |
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
October 1, 2007
Lior Arussy |
Imperfect Scores Is a new industry standard keeping executives from focusing on the relationships that matter? |
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
June 2012
Kelly Liyakasa |
Customer Experience Is Critical in Net Promoter Benchmarks Apple, Virgin America, JetBlue, USAA all nab high scores. |
BusinessWeek
January 30, 2006
Jena McGregor |
Would You Recommend Us? Customer recommendations are shaking up planning and executive pay. |
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
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. |
