629 Posts Found

Article takes a look at the new mini-trend of companies adding chief customer officers and offers some pros and cons as well as some thoughts on whether a CCO makes sense for your company.

Content: Article | Author: Steve Ulfelder | Source: Darwin Magazine | Subjects: Customer Related, Management

This content is restricted to site members. Please log in or register

Accenture put together the CRM Project, essential reading for business executives who are making decisions about CRM or those just interested in learning more about this latest business trend. Get the basics with CRM 101 or read new research (like the study “Divide and Conquer” that states “the most profitable companies are those that make the smartest decisions about allocating resources among marketing, sales … [ Read more ]

Content: Online Resource | Author: Various | Source: Accenture | Subjects: Customer Related, Management

This content is restricted to site members. Please log in or register

In this interview with Fast Company, web strategist David Siegel says: “Don’t redesign your Web site. Redesign your company.” A lot of his statements are bold platitudes that derive from his roles as author and public speaker. Some are off-mark in my estimation. Some are accurate re-hash of other prominent ideas (like Don Peppers). And a couple are new twists worth … [ Read more ]

Content: Article | Author: Katharine Mieszkowski | Source: Fast Company | Subject: Customer Related

Marketing expert Don Peppers asks — and four cutting-edge organizations answer — the four most important questions to help you deliver great service to your customers.

Content: Article | Authors: Alan M. Webber, Heath Row | Source: Fast Company | Subjects: Customer Related, Marketing / Sales

This content is restricted to site members. Please log in or register

Web-enabled call centers let businesses provide improved customer service by combining the best of telephone and online communication.

Content: Article | Authors: Bob Wallace, George V. Hulme | Source: InformationWeek | Subject: Customer Related

This content is restricted to site members. Please log in or register

Letting customers get answers directly through the Web may not reduce call-center costs.

Content: Article | Authors: James K. Watson Jr., Joe Fenner | Source: InformationWeek | Subject: Customer Related

Faster browsers and better software all help to provide immediate and improved service

Content: Article | Author: Charles Waltner | Source: InformationWeek | Subjects: Customer Related, IT / Technology / E-Business | Industry: Retail

“Innovation 100: The Customer is a listing of the most innovative companies in building profitable and successful customer relationships. We offer stories analyzing the business and IT practices of some of the businesses in this year’s listing. You can also view the entire list of all 100 companies ranked from one to 100. And to see how your organization’s customer strategies compare against the … [ Read more ]

Content: Article | Sources: Cap Gemini Ernst & Young (CGE&Y), InformationWeek | Subjects: Customer Related, Innovation

Michael Hammer says forget the Internet – the real new economy is all about the customer. He offers four specific steps to take to turn customer focus from a slogan into reality:
1. Define the company’s business proposition in customer terms.
2. Design all business processes and their supporting systems from the customer’s point of view.
3. Present a single face … [ Read more ]

Content: Article | Author: Michael Hammer | Source: InformationWeek | Subject: Customer Related

Who has more product knowledge: 10,000 workers or 1 million customers?

Content: Article | Author: Christopher Locke | Source: InformationWeek | Subjects: Customer Related, Trends / Analysis

This content is restricted to site members. Please log in or register

Even if you have the empathy and the passion and you address the customer’s problem, you haven’t really given good customer service in total. You haven’t done that until you have eliminated the problem that caused her to call in the first place.

Content: Quotation | Source: Fast Company | Subject: Customer Related

Bad customer service is one of the universal — and unifying — experiences of being an American in the 21st century. But is customer service really worse than it used to be?

Content: Article | Author: Charles Fishman | Source: Fast Company | Subject: Customer Related

The American Customer Satisfaction Index (ACSI) is a national economic indicator of customer satisfaction with the quality of goods and services available to household consumers in the United States.
The Index is produced through a partnership among the University of Michigan Business School, the American Society for Quality, and the CFI Group. The University of Michigan Business School’s National Quality Research Center, which developed the methodology … [ Read more ]

Content: Online Resource | Sources: American Society for Quality (ASQ), CFI Group, University of Michigan Business School | Subjects: Consulting / Analytical Tools, Customer Related

The secret about customer service in the new economy isn’t that it’s bad — everyone knows it’s bad. The secret is that it’s harder to deliver good customer service than ever before.

Ultimately, what is so striking about the customer-service revolution that we are digging our way through is how little a century of technological innovation really changes what matters.

Content: Quotation | Source: Fast Company | Subject: Customer Related

Companies hope that by linking Web sites and call centers, they’ll improve customer loyalty, attract new business, and cut costs. Those are all compelling reasons. But another driver behind the Web call center is more persuasive: Customers want it.
A Web call center can improve customer service and retention by providing a variety of self-care applications online, then backing up that convenience with the ability to … [ Read more ]

Content: Article | Author: Candee Wilde | Source: InformationWeek | Subjects: Customer Related, IT / Technology / E-Business