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Ready,
Fire, Aim! Do You Know What You're Shooting For As You Revamp
or Implement CRM?
by Stephen E.
Lipka, Ph.D.
If you find yourself dazzled by CRM vendors' pitches but are unsure which
one is right - or even how you might use the one that's most appealing -
you may not have the right basis for choosing. Picking a CRM system and
figuring out how to use it later is risky. Why not do some business-based
analysis first? This article is a guide to the thoughtful CRM assessment.
360-Degree
View Promises Delivery
by Chuck Dennis
and Lisa Dennis
When all work together in concert, the customer's experience flows from
promise to relationship to delivery - turning customer expectations into
customer satisfaction and trust.
Putting
Clients First
by Abhay Padgaonkar
If you want loyalty, you can either get a dog or be
proactive about providing superior value. How
healthy is your client franchise?
Four
Components of the Successful Customer Experience
by Randy Saunders
When a customer and your representatives make a connection,
that one experience will be the culmination of all the time, money, and materials
invested by both parties – and the outcome of that encounter will be the impression
and the memory the customer has of your company.
Is
Your Organization Suffering From RIDS?
by N. Ramasubramani
It afflicts the best of agencies; it is widespread;
its impact is lethal. More business is lost through it than you can ever imagine.
Ladies and gentlemen, welcome to the world of Retainer Induced Deficiency
Syndrome, or RIDS for short.
The
Changing Face of Customer Account Management
by Subramanian
Ramachandran
Virtually
everyone agrees that a company's most important asset is the value of its
customers, yet this is one of the most ignored by most managers due to their
focus on day by day, quarter by quarter operations.
Customer-Driven
Coaching Yields a Higher ROI: Let the Customer be Your Guide
by Dr. Jodie Monger
and Anne Nickerson
Including the complete response from the customer may
sound like a dream come true. With current technology, it is easy to gather
this important information and integrate it into a holistic and individual
training and development plan.
IVRs
and the Angry Customer: Call Center Imbroglio Act II
by N. Ramasubramani
What looks like manna from heaven could just turn out
to be another acronym --- Idiotic Voice Response! And a device that was supposed
to increase customer satisfaction and hence customer retention could end up
doing exactly the opposite.
Reeling
in Big ROI with Analytics: How to Maximize Your Customer Feedback Program
by Dr. Jodie
Monger
If you currently collect customer feedback in your call
center but only look at high-level summary results, it’s like being a commercial
fisherman gathering the daily catch using a fishing rod and reel. Here's how
to put away your rod and reel and really catch some fish.
Customers
Say the Darndest Things...But Why?
by Drs. Jodie
Monger and Cherie Keen
After collecting customer data and comments for more
than eleven years, Metrics decided to step away from analysis about what customers
are saying and consider why.
Creating
an All-Star Contact Center Team: Your Customers are the Coach
by Dr. Jodie Monger
How do you build your team to be loaded with All-Stars?
You do it by taking your customer feedback results down to the agent level
and blend those scores with your monitoring and operational metric scores.
The
2004 Voice of the Customer Year in Review… and Plan for the Future
by Dr. Jodie Monger
As a contact center professional dedicated to the delight
of all callers and committed to bring out the best in my employees, I will
...
Assessing
Customer Loyalty through Relationships
by N. Ramasubramani
Customer loyalty is often viewed in terms of the strength
of the relationship that a brand enjoys with the customer. This is definitely
true in mass markets, now termed B2C. However, in the B2B space there is another
component that is equally important and that is the relationship between the
people involved in the transaction.
Survey
Channel Slamming: Common Sense in Surveying isn’t so Common
by Dr. Jodie Monger
It is not a good idea to create a disservice by forcing
all customers through one communication channel. That is why contact centers
provide multiple points of access to improve the success of the interaction.
Customer
Insight Conduits™ - Gaining Critical Insight to Grow Your Business
by Curtis Bingham
The only way to guarantee increased revenues, stronger,
longer, and more profitable customer relationships is to center strategic
decision-making on actionable customer insight.
Escalated
but Satisfied: Your Best Defense Against Market Damage
by Dr. Jodie
Monger
How effective is your escalation team? You must depend
on them to complete an effective service recovery and preserve the relationship.
The
Disciplines of CRM
by Anne Stanton
and Herb Rubenstein
Plans for CRM systems must be comprehensive. They must
chart the move of every person in the organization who will touch or will
be touched by the data going in, the information coming out and the customer
who is the ultimate beneficiary of such a system.
First
Call Resolution - Its Impact and Measurement
by Dr. Jodie Monger
First Call Resolution should be a concept that you already
know about, but you probably do not suspect the extreme impact directly on
your budget and indirectly on the ROI of your center via caller satisfaction
and ultimately company loyalty.
Help
Wanted – Customer Experience Engineer
by Dr. Jodie Monger
Companies need a new executive position that reports
directly to the CEO. The President of the Customer Experience must be the
focal point for issues related to all customer touch points.
One-to-None
Relationships: The Call Center Imbroglio
by N. Ramasubramani
You have a million customer profiles in your database
classified on recency, frequency and monetary values. You have invaluable
data. And yet your customer retention rate is less than what it used to be!
What is the problem?
Is
Your Customer Part of Your Benchmark Process?
by Dr. Jodie Monger
You need to take everything in account when answering
the comparability question and realize who has the final decision on world
class – it is not you, and it is not me, unless of course I am your customer.
Agent-level
Customer Feedback and the Impact on First Contact Resolution
by Dr. Jodie Monger
and Dr. Cherie Keen
Real-time agent-level customer feedback has a significant
positive impact on First Contact Resolution rates and creates a significantly
higher ROI for your Voice of the Customer measurement program, the results
of which are described in this article.
Do
Your Customers Help Drive Service?
by Dr. Jodie
Monger
Dashboards, dials, and alerts without the customer are
misleading. Use
your numbers wisely and create a comprehensive dashboard to guide you through
the service delivery management maze.
Six
Sigma in your Company – Now in Your Contact Center
by Dr. Jodie
Monger
Too
often high-level executives do not understand the value of the contact center
to the company’s brand image or to shareholder wealth. How do you gain the
positive attention to move the contact center into the center of the universe?
How
Customer Information Gives Harrah's a Winning Hand
by
Jill Griffin
Want a quick lesson on the power and profits to be gained
from compiling and applying customer information? While other casinos invested
money in creating glitz, Harrah's took the road less traveled and built a
winner's information network.
Cultivating
the Contact Center to Grow your Asset Base
by
Dr. Jodie Monger
All customers are not the same and should not be treated
the same. Have you successfully implemented a process to stratify your customer
contacts? Does the effort pay off?
How
to Make Strategic Use of Customer Surveys
by Bruce L. Katcher,
Ph.D.
Improperly conducted, such surveys do little more than provide interesting,
but not very useful, information. Here are some general guidelines to help
you establish a useful customer satisfaction survey program, one that will
provide meaningful input to your strategic plans.
Motivate
Your CSRs With Real-time Customer “Letters”
by
Dr. Jodie Monger
Can you appreciate the pride you see in your child’s
face when you hang the spelling test (with the big “A”) on the refrigerator
for everyone to see? Do you do the same thing for your CSRs?
Customer
Relationship Management: Technology v Culture
by Cheryl Rickman
Businesses
are increasingly learning that technology and software alone cannot make a
CRM system successful, and that communication, behaviour and culture are equally
crucial factors in developing a successful CRM strategy.
Know
Thy Customer!
by Joanne C. Wilson
CRM is a strategy and not just an installed application program. Superior
implementation merges the front-office and the back-office, giving employees
a complete view of the organization's relationship with its customers.
Customer
Relationship Management - It’s All About People
by
Joan Donogh
Before you go out and order the latest and
greatest in database technology, it is important to understand that CRM is
about more than technology – it’s about people.
Customer
Loyalty - From The Customer's Perspective
by
Joan Donogh
Businesses may not define loyalty in the
same way that their customers do. Highlights of the Core Services and
Trust Builders from a recent Consumer Eyes 2000© survey.
Related
Topics: Customer Service | High
Performance Retail
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