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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.   |
CRM
August 2003
Paul Greenberg |
Customer Loyalty? Get Over It. Customer Satisfaction? Way To Go. True loyalty is rarely attainable, so set your sights on something within reach: satisfaction. |
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. |
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. |
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
March 2003
Ginger Conlon |
Stand by Me One of the main reasons companies implement CRM is to foster customer loyalty. But as a customer of CRM vendors, how loyal should you be? |
CRM
February 2003
Ginger Conlon |
Can't Get No Dissatisfaction In an exclusive survey conducted, CRM magazine finds that a surprising number of executives are pleased with their CRM system -- and with their results. |
HBS Working Knowledge
Jim Heskett |
Are Customer Loyalty Initiatives Worth the Investment? How many times have you heard that it costs several times more to attract a new customer than keep an existing one? Or that satisfied, loyal customers become more and more profitable over their lifetime as they purchase new products, updates on old ones, supplies, and services, all the while recruiting others to do the same? |
CRM
February 1, 2008
Marshall Lager |
The Loyalty Riddle Can marketing overcome the customers who talk about you? |
CRM
March 15, 2013
Paul Anderson |
Win Over Your Customers with Smart CRM Moves Use the right tools to boost brand loyalty. |
CIO
May 1, 2001
Susannah Patton |
The Truth About CRM It's expensive, hard to implement, time consuming and it may not work. It's time to forget the hype and take a hard look at the reality of CRM... |
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
July 2003
Laura Pollard |
Enterprise Schmenterprise Who truly sees the value of enterprise CRM? |
CIO
February 1, 2002
Danielle Dunne |
Beware of the CRM Backlash Jill Dyche contends that CRM projects would work better if companies did a better job defining their specific needs... |
HBS Working Knowledge
July 21, 2003
Jean Ayers |
Don't Get Buried in Customer Data -- Use It Don't blame your CRM technology. Be smarter about collecting and using your data. |
CRM
October 2003
Ginger Conlon |
How Satisfied are You With CRM? That's the question CRM magazine recently asked its readers. More than 330 executives voiced their opinions. |
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. |
CRM
July 2013
Kelly Liyakasa |
Earning Fans from the Inside Out Kirk Kazanjian, marketing and brand expert and author of Driving Loyalty: Turning Every Customer and Employee into a Raving Fan for Your Brand, gave a few secrets to driving the kind of company culture that focuses on customers and employees foremost. |
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
October 1, 2003
Paul Greenberg |
A Commonwealth of Self-Interest CRM initiatives will succeed only if users see value in using them. |
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 18, 2004
Ginger Conlon |
CRM's Dysfunctional Relationship Are wireless providers just paying lip service to customer retention, or is there a wireless services provider out there that truly wants to retain its customers? |
CIO
August 1, 2003
Edward Prewitt |
The Management Toolkit Balanced Scorecard, benchmarking, core competencies -- companies' use of these management tools and techniques and many others has boomed since the start of the recession in 2000, according to a survey conducted by consultancy Bain. |
CRM
June 2015
Roxana Strohmenger |
Taking a Measurable Approach to Customer Experience The ideal experience must deliver for consumers and businesses |
CRM
March 3, 2003
Ginger Conlon |
Creating a CRM Culture Companies want their people to use new CRM processes, but what's most important is getting those employees to think differently. If your company does not fully embrace CRM, the initiative will stall or fail. |
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
August 27, 2003
Lisa Picarille |
Vertical Focus: Government Some of the major trends in government CRM include increasing the amount of services offered online and improving the metrics to gauge CRM efforts. |
CRM
March 3, 2003
Martin Schneider |
News in Brief Federal Aviation Administration (FAA) has standardized its IT help desk support on Siebel System Inc.'s eGovernment Applications, the company says... There are three basic building blocks for CRM success, according to the study "Customer Focus: A Step-by-Step Guide to CRM Implementation" |
Bank Systems & Technology
April 28, 2008
Maria Bruno-Britz |
Keys to Improving Customer Retention Banks can enhance loyalty by keeping the customers' experience the center of their business. |
HBS Working Knowledge
March 29, 2004
Jim Heskett |
Summing Up: Are Customer Loyalty Initiatives Worth the Investment? A sumary of two previous articles on the subject of customer loyalty initiatives. Are they worth the investment? Different opinions and views on the subject. |
CRM
November 6, 2012
Leonard Klie |
Social Adds to CRM's Appeal Nucleus Research's Value Matrix highlights new functionality and integration capabilities. |
CRM
March 25, 2011
Jim Davies |
Applying the Eight Building Blocks of CRM to Social Media How to improve the effectiveness and long-term success of social CRM initiatives |
CIO
October 1, 2005 |
Vendors You Like A survey finds that two of the factors influencing customer loyalty are trustworthiness and how easy a given company is to do business with. |
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
October 2003
Lisa Picarille |
Top Execs + CRM = Success C-level executives at some companies do more than nod their head in approval of a proposed CRM initiative -- they get involved to drive its success. |
Inc.
September 2006
Darren Dahl |
Would You Recommend Us? Perfect your service by asking the only question that matters. |
CRM
September 19, 2014
Sameer Bhatia |
5 Reasons Your CRM Is Failing (and What You Can Do About It) Don't let these common, but fixable, obstacles stand in the way of CRM success. |
CRM
December 1, 2006 |
The Pulse: In 2007 my Company Plans to... Increase its CRM budget: 40%... Maintain its CRM budget: 27%... etc. |
CRM
April 2015
Barton Goldenberg |
Social CRM in Action Businesses discover the value of social communities. |
BusinessWeek
January 7, 2009
Jack & Suzy Welch |
The Loyalty Fallacy Faithful but marginal employees often think they're safe. Play fair: Enlighten them. |
CRM
June 3, 2015
Danny Kalish |
4 Ways Marketers Can Connect Effectively with Millennials They're plugged in and have plenty of choices. How do you reach them? Personalize. |
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
September 2, 2011
Duke Chung |
Five Ways to Amplify Your CRM System By opening up a two-way communications channel for customers and your CRM system, it provides an enormous overview of what customers want, accessed, and engaged in during their customer service experience. |
CRM
July 2010
J. David Lashar |
The Cautionary Tales of CRM Words of wisdom drawn from decades of disappointment. |
BusinessWeek
January 30, 2006
Jena McGregor |
Would You Recommend Us? Customer recommendations are shaking up planning and executive pay. |
CRM
August 2, 2004 |
Who's Who in CRM In May CRM magazine presented a list of some of the industry's key players. This month we continue that recognition with a look at two executives from Microsoft. |
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
April 2003
Ginger Conlon |
Making CRM Pay Off Like any worthwhile endeavor, it takes a great deal of planning and effort to get real results from CRM. |
CRM
May 25, 2012
Joyce Ouellette |
Deliver the Information Customers Crave Organizations that can't retrieve data when they need it risk everything. |
CIO
June 29, 2011
Todd R. Weiss |
Is Your CRM System Meeting Your Enterprise's Needs? Your customer needs have been changing. Is your CRM system keeping pace? If you deployed your system 10 years ago, chances are that it's probably not. |
