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Experiencing the Customer Experience: Listening to, Learning from, and Acting on the Voice of the Customer ( Pages)
by Bruce Culbert
Feb 28, 2007
Abstract : To ensure a positive customer experience, companies must first learn what their customer values, and then determine how they are measuring up to those values. Obtaining and taking action on customer feedback is what customer experience management is all about.
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| 2. |
Customer Data Integration: A Primer ( Pages)
by Lyndsay Wise
Aug 22, 2006
Abstract : Customer data integration (CDI) involves consolidation of customer information for a centralized view of the customer experience. Implementing CDI within a customer relationship management initiative can help provide organizations with a successful framework to manage data on a continuous basis.
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| 3. |
How to Measure Customer Satisfaction ( Pages)
by Murali Chemuturi
Apr 30, 2008
Abstract : Organizations often rely on surveys and questionnaires to determine customer satisfaction ratings, but such methods merely offer a perceived customer rating. Obtaining a realistic measure of customer satisfaction involves computing a metric based on a composite customer satisfaction rating system.
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| 4. |
How to Measure Customer Satisfaction (0 Pages)
by Murali Chemuturi
Apr 13, 2009
Abstract : Organizations often rely on surveys and questionnaires to determine customer satisfaction ratings, but such methods merely offer a perceived customer rating. Obtaining a realistic measure of customer satisfaction involves computing a metric based on a composite customer satisfaction rating system.
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| 5. |
How to Measure Customer Satisfaction (0 Pages)
by Murali Chemuturi
Nov 26, 2008
Abstract : Organizations often rely on surveys and questionnaires to determine customer satisfaction ratings, but such methods merely offer a perceived customer rating. Obtaining a realistic measure of customer satisfaction involves computing a metric based on a composite customer satisfaction rating system.
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| 6. |
How to Measure Customer Satisfaction (0 Pages)
by Murali Chemuturi
Sep 1, 2008
Abstract : Organizations often rely on surveys and questionnaires to determine customer satisfaction ratings, but such methods merely offer a perceived customer rating. Obtaining a realistic measure of customer satisfaction involves computing a metric based on a composite customer satisfaction rating system.
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| 7. |
Applying the Power of Social Networks to Customer Relationship Management ( Pages)
by Wayne Thompson
Sep 19, 2007
Abstract : Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement. Social networks, podcasts, blogs, and wikis are enabling customers to become advocates, and not simply the targets they were in the traditional CRM process. The same techniques are also being used within the CRM industry itself to create a content-rich, social media environment for CRM professionals. Find out what these sweeping changes mean to businesses and CRM professionals alike, as TEC's director of research Wayne Thompson sits down with Paul Greenberg and Bruce Culbert of BPT Partners, a leading CRM consulting firm.
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| 8. |
Is Your Store Customer-centric? ( Pages)
by James E. Dion
Jun 23, 2006
Abstract : Most retailers might say that they are customer-centric, but what does that really mean? After all, there is a huge difference between simply serving a customer and centering on a customer's specific needs and satisfaction.
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| 9. |
Customer Relationship Management: Evolution, Not Revolution ( Pages)
by Jane Affleck
Sep 24, 2007
Abstract : Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause a host of problems, from lost employee time to lost customer data. But with the right information, implementing CRM allows evolution without the upset of revolution.
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