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CRM
October 1, 2009
Lauren McKay |
Your Metrics Are Outdated Times are changing - and so should your metrics.   |
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. |
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
October 2009
Jessica Tsai |
Required Reading: Measuring Your Marketing The author of The Marketing Performance Measurement Toolkit tries to help marketers identify what success really means. |
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. |
CRM
July 2015
Maria Minsker |
Great Customer Experience Starts with the Right Corporate Culture Engaged employees make for more satisfied customers |
CRM
August 1, 2003
Lior Arussy |
Efficiency Versus Quality There is no such thing as an efficient customer relationship. |
CRM
November 2011
Leonard Klie |
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. |
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
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
September 1, 2009
Lauren McKay |
The 2009 Influential Leaders - The Casual Cobbler Taking the reins in 2000, Tony Hsieh restructured Zappos.com not from the ground up, but rather from the inside out, with a focus on the company's internal culture. |
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. |
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. |
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. |
CRM
January 20, 2012
Justin Gray |
How Chasing Your Metrics Has You Chasing Your Tail Don't make these mistakes. |
Search Engine Watch
November 30, 2009
Ron Jones |
Measuring Success 101, Part 2 Don't disregard fundamentals such as defining goals, incorporating benchmarks, and using tools when setting up success metrics. |
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. |
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
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. |
IndustryWeek
June 19, 2012 |
Don't Waste Your Metrics Four keys to making metrics a better part of your evaluation process. |
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
December 18, 2015
Leonard Klie |
Lithium Adds Analytics to Its Community Platform New analytics offerings enable companies to measure customer satisfaction, benchmark performance, and gauge the business impact of their social communities. |
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. |
Entrepreneur
December 2008
Chris Penttila |
Know Your Return on Innovation Endless ideas and prototypes don't mean anything if they're sitting on shelves. Get your innovations out there, and then get tracking. |
CRM
February 20, 2015
Justin Gray |
Why Sales and Marketing Need a Unified Dashboard When business teams align, everyone wins. |
Bank Technology News
September 2005
Michael Grebb |
A Crystal Ball For IT Success Executives talk about ROI frequently when pondering new initiatives. But what exactly does it entail? Banks are finding that going beyond a money in/money out measurement isn't as easy as it looks. |
CFO
February 15, 2006
Craig Schneider |
The New Human-Capital Metrics A sophisticated crop of measurement tools could take the guesswork out of human-resources management. |
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
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. |
CIO
October 1, 2003
Jack Keen |
Wanted: Metric Skeptics Accepting vague or irrelevant numbers for project value can lead to bad IT spending decisions. |
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. |
Wall Street & Technology
May 15, 2006 |
For Good Measure New research indicates that many financial firms lack reliable metrics for verifying and qualifying the accuracy of their data. |
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
May 1, 2008
John Teresko |
Seven Emerging Trends in R&D Metrics More companies tracking 'true performance metrics'. |
HBS Working Knowledge
November 14, 2005
Cohen & Young |
Measuring Your "Multisourcing" Progress While it is important to understand the performance of a service provider in relation to baselines, understanding the business value of your sourcing relationships also depends on understanding the market rates for your required service levels. |
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. |
CRM
October 2004
Ginger Conlon |
Get Your Facts Straight Customer data aggregation is the number one data issue right now. Find out how companies are handling it and turning it into a positive. |
HBS Working Knowledge
May 21, 2007
Sean Silverthorne |
Fixing the Marketing-CEO Disconnect A new diagnostic tool that measures marketing performance is used in HBS executive education programs. |
CRM
October 15, 2012
Judith Aquino |
Source Metrics Releases Integrated Social Media Tool Kit Platform offers social publishing, campaign management, monitoring features, and more. |
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. |
Search Engine Watch
August 31, 2009
Liana Evans |
Can Social Media Be Measured? There's a lot of debate around whether social media marketing can be measured. There's also a cauldron of bubbling issues around exactly what companies should measure when it comes to social media marketing. |
| Knowledge@Wharton |
Marketers Turn to Metrics to Measure the Impact of Their Initiatives The search for better marketing metrics is underway throughout Corporate America. Marketing executives are devoting more attention than ever to ways in which they can link traditional marketing variables to hard-core financial concepts, such as a company's stock price or ROI. |
Food Engineering
January 1, 2006
Olin Thompson |
Plant Excellence, by the Numbers Metrics, in tandem with continuous improvement and cost reduction programs, can improve plant efficiency. |
IndustryWeek
May 3, 2010 |
Lessons Learned from IW's Best Plants Conference: Choosing Metrics for Lean Talan Products shares its selection process. |
CRM
June 2015
Paul Greenberg |
It's Time to Rethink Customer Lifetime Value Look past transactions to interactions |
IndustryWeek
October 19, 2011 |
Do Performance Metrics Boost Performance? Survey results show a majority of manufacturers employ performance metrics to improve their performance. |
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. |
CRM
October 1, 2007
Lior Arussy |
Imperfect Scores Is a new industry standard keeping executives from focusing on the relationships that matter? |
HRO Today
Jan/Feb 2008 |
The Baker's Dozen: Learning The top providers of learning business process outsourcing offer a broad array of services and technology. Read on for our list of the top firms. |
CIO
February 1, 2002
Katherine Noyes |
Nonprofits Need Metrics Too We spoke with Doug Barker, vice president and CIO for The Nature Conservancy in Arlington, Va., about the importance of valuation and metrics for nonprofit organizations... |
