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CRM
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way.   |
CRM
March 2015
Maria Minsker |
The 2015 CRM Service Leaders: Enterprise Feedback Management Analyzing unstructured customer data and feedback continues to be a major obstacle for organizations, and the vendors competing in this market are constantly being challenged to deliver powerful solutions. |
CRM
December 2015
Garrison Wynn |
Do Your Call Center Agents Think They Have a Good Job? Engaged workers will feel connected to the bigger picture |
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?" |
Inc.
September 2006
Darren Dahl |
Would You Recommend Us? Perfect your service by asking the only question that matters. |
Global Services
September 16, 2008
Allan Schweyer |
The Powerful Link Between Talent Management & Biz Performance Outsourcing works with talent; its a reality. But how does one ensure that customers talent-management systems and processes in outsourcing are properly administered and effectively supported to increase employee and business productivity and performance? |
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. |
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. |
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. |
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. |
CRM
January 21, 2015 |
Medallia Releases Resolve to Help Companies Pinpoint Pain Points Medallia Resolve helps companies resolve customer issues and understand the root causes. |
Entrepreneur
October 2004
Chris Penttila |
No Train, No Gain? You've invested a lot in training your employees, so here are some ways to see if you're getting what you paid for. |
InternetNews
November 4, 2004
Michael Singer |
Stone Rolls Away From Novell Chris Stone, who was instrumental in Novell's acquisition of SUSE Linux, has left for other pursuits, the company said Thursday. No successor has been named. |
IndustryWeek
July 11, 2012 |
Employee Engagement: Room for Improvement The news is positive; engagement is up, according to Aon Hewitt report. |
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. |
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
October 1, 2007
Lior Arussy |
Imperfect Scores Is a new industry standard keeping executives from focusing on the relationships that matter? |
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. |
CRM
June 2015
Paul Greenberg |
It's Time to Rethink Customer Lifetime Value Look past transactions to interactions |
CRM
April 2014
David Myron |
Why Customer Experience Is a Bad Metric This year, we received more conference presentation pitches than ever before, and many of them focus on...you guessed it -- customer engagement. |
CRM
June 1, 2006
Denis Pombriant |
Selling Is All About the Setup New technologies help improve sales processes, but companies are not focusing enough on fundamentals. |
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. |
The Motley Fool
October 8, 2010
Ilan Moscovitz |
Stone Energy Shares Popped: What You Need to Know Stone Energy shares jumped 10% in trading today on normal trading volume. |
CRM
August 13, 2015
Oren Smilansky |
Salesforce.com Adds Buy Buttons to the Community Cloud New Lightning Components allow companies to link e-commerce platforms into their discussion pages. |
