Ask The CRM Expert: Questions & Answers
Customer equity: Long-term and short-term
Customers are your scarcest resource, but do you really understand what they're worth to your company in the short-term and in the long-term? In this section, renowned customer strategy experts Don Peppers and Martha Rogers will answer your toughest questions on customer equity.
Listen to Creating Customer Value, a SearchCRM.com monthly podcast series with Peppers and Rogers.
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How can I set metrics for customer satisfaction and customer profitability?
Ask the Expert - You can establish call center metrics that encourage agents to build customer satisfaction while also improving profitability. Learn how in this expert tip from Don Peppers. 06 August 2009 -
How can we determine the cost of keeping a customer?
Ask the Expert - How can you determine the cost of keeping a customer who is threatening to leave? Learn methods for calculating customer profitability for one customer or for a group. 06 August 2009 -
Methods to increase customer lifetime value via customer loyalty
Ask the Expert - Don Peppers discusses some effective methods to increase customer lifetime value via customer loyalty in this expert tip. 05 August 2009 -
How do outbound and inbound call centers build profitable customers?
Ask the Expert - In this tip, expert Martha Rogers explains how inbound call center agents and outbound call center agents play different roles in building customer profitability. 23 December 2008 -
How can we get our agents to focus on building customer profitability?
Ask the Expert - In this tip, learn techniques for getting call center agents to focus on building customer profitability and improving the customer experience when up-selling. 23 December 2008 -
How can we leverage data from our predictive analytics software?
Ask the Expert - Get tips for leveraging data from predictive analytics software in this expert response. Learn how call center agents can utilize customer data. 23 December 2008 -
What's the best way to manage unprofitable customers?
Ask the Expert - Learn tips for turning unprofitable customers into profitable customers in this tip. Find out who in the organization should manage unprofitable customers. 23 December 2008 -
Three ways to track customer complaints and feedback
Ask the Expert - Expert Don Peppers names three ways companies can track customer complaints and obtain customer feedback in this tip. 30 October 2008 -
How to measure customer satisfaction in the call center
Ask the Expert - Learn how to measure customer satisfaction and call center agent performance with these tips from Don Peppers. 30 October 2008 -
Analyzing and influencing customer behavior to create customer value
Ask the Expert - Get tips for analyzing and influencing customer behavior in order to improve the customer experience. 30 October 2008