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CRM February 16, 2011 Koa Beck	Study Finds Lower Churn Despite Decreasing Satisfaction Customers expect more from service providers with expectations being set high by one particular channel.
CRM February 2014 Robert Wollan	Surviving and Thriving in a Switching Economy The $1.3 trillion "switching economy" is comprised of dissatisfied customers who are continually looking for new providers that can better address their changing needs. Here are five tips for retaining customers.
CRM October 2015 Robert Wollan	Become a Multispeed Organization In today's landscape, you need to find the right mix of traditional and digital
CRM April 2015 Leonard Klie	The Switching Economy Hits Home Poor customer service accounts for most company defections.
CRM April 2011 Leonard Klie	Market Focus: Telecommunications--Rewards for Reliability New research from Accenture points to a growing market for loyalty programs among telephone and Internet service providers, and customers seem ready to let carriers shower them with rewards.
CRM January 2010 David Rich	The Ledge of Allegiance What history - and a survey of current behavior - can teach us about the threat to customer loyalty.
CRM May 2015 Robert Wollan	Tapping the Switching Economy Three tips for keeping customers from straying.
CRM September 2010 David Rich	Marketing on a Leash Tight budgets and heightened expectations combine to pose a challenge.
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 May 2012 Robert Wollan	Knowing Your Customers in the Digital Age New technologies mean new challenges.
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 June 18, 2015 Michael Cholak	Just How Important Is Customer Service to Customer Loyalty? It turns out other factors are bigger. But here's why it matters.
CRM November 1, 2006	The Pulse: Does Your Contact Center Measure Customer Satisfaction, Customer Loyalty, Neither, or Both? 0%: We only measure customer loyalty... 19%: We only measure customer satisfaction... etc.
CRM August 2011 Chan & Hernandez	CRM Analytics: Shifting the Balance What's relevant to customers and sustainable for businesses?
CRM May 2014 Robert Wollan	Turning the Customer Experience Tide The risk and opportunity of promising seamless customer experiences.
Home Theater October 12, 2009 Mark Fleischmann	Customers Like TV Services Better Satisfaction scores are up for telco, satellite, and cable providers.
CRM December 16, 2010	Utilities Need to Improve Customer Experiences to Create Loyalty, Survey Finds A Twitter poll conducted by Nuance signals new opportunities for utilities to use mobile self-service and proactive notifications to improve the customer service experience.
CRM July 27, 2011 Leonard Klie	Health Insurers Need to Improve Customer Relationships to Compete Accenture survey finds 80 percent of consumers expect healthcare insurance customer services to be easier and more convenient.
CRM November 2015 Leonard Klie	Brands Must Be Loyal to Loyalty Members Rewards need to be more personalized and tailored to individual program members
CRM November 23, 2012 Pelin Thorogood	The New Science of Retaining Customers Look to digital analytics to improve buyer loyalty and customer lifetime value.
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.
CRM August 1, 2005	Statistically Speaking 41% of enterprise customers are truly loyal to their wireless service providers... 40% of all companies are planning to purchase hosted CRM app solutions over the next year... 27% of all emails sent to high-tech companies were ignored completely... etc.
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 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.
Bank Technology News April 2001 Louise West	Where's the Relationship in eCRM? A new survey reveals that U.K. banks are neglecting the relationship part of customer relationship management, especially online...
Wall Street & Technology October 22, 2007 Melanie Rodier	Mass Affluent Use Online Banks With an increasing number of high net-worth consumers now using Internet-based financial institutions, traditional banks must rise to the challenge or face losing out.
CRM August 27, 2003 Martin Schneider	You Can Take it With You The Local Number Portability Act could spark the highest churn rates in history. Now is the time to find new ways to lock in customer loyalty.
CRM February 2013	Engaging the Nonstop Customer Companies should leverage new consumer dynamics to drive growth. As long as they're using a smartphone, tablet, or Internet-enabled PC, consumers are continuously in the channel.
CRM February 2010 David Rich	The World Is Their Oyster Give customers an opportunity to play an active role in customizing their customer service.
CRM December 2010 Robert Wollan	Analyzing the New Customer Customer analytics are emerging as a competitive advantage
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.
Insurance & Technology April 6, 2006 Cynthia Saccocia	Know Your Customers It is vital that insurance companies understand the importance of developing products and services better suited to the evolving needs of the growing customer segment of retirees.
CRM March 16, 2012 Eric Harber	Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level.
HBS Working Knowledge March 8, 2004	Readers Respond: Are Customer Loyalty Initiatives Worth the Investment? A discussion on customer loyalty and incentives for being a loyal customer.
CRM May 2010 Lior Arussy	The Trouble with Tribal In the drive for the tribal experience, Self-Service 1.0 no longer works.
CIO March 1, 2003 Lorraine Cosgrove Ware	Hold Vendors Accountable It's true what they say about the squeaky wheel. To get the support you're paying for, you need to know what's possible, and then demand it.
CRM February 1, 2008 Marshall Lager	The Loyalty Riddle Can marketing overcome the customers who talk about you?
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.
Insurance & Technology May 20, 2009 Katherine Burger	News from 2009 ACORD LOMA Insurance System Forum: Agent Channel Still Dominates, But Online Gains Ground Accenture study of U.S. consumers hints at retention, loyalty challenges.
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.
InternetNews January 29, 2004 Ron Miller	Broadband Poised for Takeoff The U.S. broadband market is set to double by 2008, according to a new Jupiter Research report.
CRM December 2014 Megan Burns	What Drives a Profitable Customer Experience? Companies that value customers need to let them know.
Managed Care July 2000	Changing physicians: Why they do it More than 1 in 8 people changed their personal physician or other primary provider of health care last year. For people enrolled in HMOs, quality of care -- not something related to coverage -- was the number one impetus for switching providers.
Bank Systems & Technology January 31, 2006 Robert Wollan	CIOs and the Battle for Consumers To win over customers, banks must understand the kinds of services customers demand.
Global Services December 7, 2008 James Champy	What can Service providers do: Learn to Deliver More for Less Service providers can still grow during these challenging times. The reality, however, is that their profit margins will come under pressure. So service providers will have to adjust their business models to prosper and grow.
Financial Planning May 1, 2008 Stacy Schultz	Client Loyalty The most common reason affluent investors leave their financial advisors is because their advisor does not answer their calls, according to a new report.
PHONE+ June 19, 2009 Khali Henderson	Optimum Business, Verizon Top J.D. Power Poll The study measures customer satisfaction with providers of telecommunications data services, such as cable modem, DSL, T1, T3/DS3, Ethernet and frame relay.
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.
Bank Systems & Technology February 1, 2007 Jamie Geschke	A Delicate Balance Innovation and differentiation will be required for U.S. financial institutions to compete with new entrants, non-traditional providers and global competitors.
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.