One of the most influential figures in the frequency marketing business is Richard Barlow, who founded Colloquy, a publication that lives mainly on the Web but also has occasional print incarnations. A visit to Colloquy will pay off ten-fold. After no-cost registration, you will gain access to one of the world’s best libraries of statistics, case studies and thought leadership on customer retention marketing. Check … [ Read more ]

CustomerSat Best Practices

Hit the CustomerSat University section of this site to get the inside scoop on customer satisfaction. You’ll find tutorials on how to compose a survey and analyze the results, as well as customer satisfaction best practices. If you are in the habit of asking your customers, “Hey, how are we doing?” (and you should be), be sure to check out the collection of 2000 customer … [ Read more ]

Creative Good Research

Creative Good, a New York City-based consulting firm, was the world’s first online customer experience firm when it was founded in 1997. To help accomplish their mission of making the Web easier to use, Creative Good publishes a variety of free resources, which you can find here., aka “Tell Someone Who Cares,” offers an open platform to share your customer service experiences with the world. To make a comment, simply register (for free) and answer a few questions. A few days later you will be asked to answer a few more questions to see if your perception of the company has changed as a result of how it handled (or did … [ Read more ]

CRM Project

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 ]

American Customer Satisfaction Index (ACSI)

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 ]

Billing itself as the Customer Relationship Management-specific search engine, this site offers a search feature, the latest CRM news, a best links section (broken into useful CRM segments), discussion forums, expert tips, CRM events, and a newsletter