629 Posts Found

Customers will rebel when they see personal data being used against their personal interests, with offers made that are not relevant, or with offers made to new customers while longstanding customers are ignored. Where is the relationship in that? Customers will instantly recognize if they are being manipulated.

Content: Quotation | Source: Emerald Now | Subject: Customer Related

It costs your business a whole lot more to secure a new customer than it does to hold onto an existing one.

As marketers, salespeople and business owners, very few of us have a weekly face-to-face opportunity to make our customers feel valued and appreciated. But if we are smart, we will maintain some sort of program to nurture our customers after the initial sale.

Editor’s … [ Read more ]

Content: Article | Author: Ernest W. Nicastro | Source: MarketingProfs | Subjects: Customer Related, Marketing / Sales

The trouble with participatory design is that you often can’t go much beyond what the user knows at that particular moment. So we can either take the role of anthropologists more seriously – they are participative observers and trained to observe – or, more generally, this requires a fundamentally interdisciplinary approach which is interdisciplinary in terms not just of the sciences, but also of the … [ Read more ]

Content: Quotation | Source: Emerald Now | Subjects: Customer Related, Miscellaneous

Whether they are selling clothes in a mall or books on a website, retailers have to walk a fine line. They must offer help to customers who want assistance, while taking pains not to intrude on their privacy.

Content: Article | Authors: Eric A. Greenleaf, Russell S. Winer, Vicki Morwitz | Source: STERNbusiness (NYU) | Subjects: Customer Related, Marketing / Sales

Business boundaries continue to be tested and surpassed; what was once good enough to win the gold medal won’t even qualify you to take part in today’s race. This is principally the case for field-service retailers and other companies that deliver products or services that people use every day: packages, consumer goods, groceries, maintenance and repairs. Being able to simply cover the distance will never … [ Read more ]

Content: Article | Source: Kearney | Subjects: Customer Related, Operations

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CRM came out of a good insight; we have to know our customer and have an integrated way of dealing with them. But businesses took a good insight and ran it through the standard old logic-that is, it has to be done in a low-cost, automated way. So customers were reduced to an integrated database, and communications were organized around zip codes and postal codes; … [ Read more ]

Content: Quotation | Source: Optimize Magazine | Subjects: Customer Related, Management

Although I invented the term “profit center” 40 years ago – one of my lesser contributions – a subsidiary of a division is not a profit center, but a cost center. The only profit center is the customer. Until the customer has paid his bill, there are only costs, and until the customer has come back with a repeat order there is no customer.

Content: Quotation | Source: Prism (Arthur D. Little) | Subjects: Business Rules, Customer Related

This article classifies customers into three categories: The Lordly Ones, The Logical Ones, and The Friendly Ones. If you can read what sort of customer you are faced with, you may be able to respond to them in an appropriate way – which will make them happier and come back to buy more.

Content: Article | Author: David West | Source: TheWorkingManager.com | Subjects: Customer Related, Marketing / Sales

CRM software when used properly helps create a playing field for good business practices. In order for CRM to be an integrated part of a very successful business model it requires serious players, just like any other winning game played at the professional level. This human component needed to plan, design, tweak, deploy, organize and analyze CRM software and generate data requires a Discipline.

Without … [ Read more ]

Content: Article | Authors: Anne Stanton, Herb Rubenstein | Source: CEO Refresher | Subjects: Customer Related, IT / Technology / E-Business

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This summary of Fred Reichheld’s work, which appeared in the Harvard Business Review last December, reveals how the percentage of customers enthusiastic enough to refer a friend or colleague – perhaps the strongest sign of customer loyalty – correlates with differences in growth rates among competitors in many industries. By substituting a single question for the complex black box of the typical customer satisfaction … [ Read more ]

Content: Article | Authors: Frederick F. Reichheld, James Allen | Source: Bain & Company | Subjects: Customer Related, Management

One method for discovering where to innovate that I always encourage companies to use is customer sacrifice mapping. Customer satisfaction is all well and good – but all it does is measure how well we’ve trained customers not to expect too much. Customer sacrifice mapping goes beyond expectations to examine the gap between the ideal offering individual customers want and what they have to settle … [ Read more ]

Content: Quotation | Source: TechnologyEvaluation.com | Subjects: Customer Related, Innovation

Finance executives who develop effective relationships with external customers can add value by boosting sales, identifying new business opportunities and gathering performance feedback.

Content: Article | Author: Eric Krell | Source: Business Finance Magazine | Subjects: Customer Related, Finance

The difference between remarkable and run of the mill lay not with the price the customer was required to pay but rather the value the customer felt privileged to experience. Shared stories led us to seven secrets for creating passionately devoted customers.

Content: Article | Authors: Bilijack R. Bell, Chip R. Bell | Source: CEO Refresher | Subjects: Customer Related, Marketing / Sales

Innovation in customer relationship management can result in superior business performance, Accenture research finds. Through our client work, Accenture has identified three broad innovations in the customer relationship management arena.

Content: Article | Source: Accenture | Subjects: Customer Related, Innovation

One of the promises of interactive marketing has long been its ability to create intimate relationships with our customers. As a promise, it has been largely unfulfilled. The consumer experience of these relationships is typically lackluster, and the marketers’ gains have been on the whole unremarkable.

Which begs the question, “What are marketers doing wrong?”

Content: Article | Author: Matthew Syrett | Source: MarketingProfs | Subjects: Customer Related, Marketing / Sales

CRM was originally intended to provide sales reps with a system for managing information about their contacts. But it’s grown into an eight-headed monster with ambitions to improve customer loyalty, enhance sales-force efficiency, and enlarge management control. Typical implementations, though, have done none of these well. Why?

The answer, in part, is simply that many companies’ reach has exceeded their grasp. They’ve designed overly ambitious and … [ Read more ]

Content: Quotation | Source: Optimize Magazine | Subjects: Customer Related, IT / Technology / E-Business

‘War’, Clemenceau is supposed to have said, ‘is too important to be left the generals’. Today, the business of satisfying the customer is far too important to be left to the marketing department.

Content: Quotation | Source: European Business Forum (EBF) | Subjects: Customer Related, Marketing / Sales

At the invitation of Arthur D. Little, executives representing the “Best-of-the-Best” companies in customer management met to discuss their vision of the future customer-driven company, as well as the challenges that lie in the path toward that ideal.

While most companies recognize the need for a stronger external orientation, few have been able to realize it in practice. They know the value of customer loyalty. They … [ Read more ]

Content: Article | Author: Marc D. Rubin | Source: Prism (Arthur D. Little) | Subjects: Customer Related, Management