Customer equity: Long-term and short-term:

• How can I set metrics for customer satisfaction and customer profitability?

  Answer - 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?

  Answer - 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

  Answer - 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?

  Answer - 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?

  Answer - 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?

  Answer - 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?

  Answer - 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

  Answer - 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

  Answer - 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

  Answer - Get tips for analyzing and influencing customer behavior in order to improve the customer experience. 30 October 2008