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Is offering a price discount a good way to build customer worth?
Many companies offer price discounts to as a way of luring customers to buy their products or services, but is a price discount useful for building long-term customer worth? Find out in this expert...
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Customer life cycle management best practices
Businesses need to find ways to fit themselves into their customer's life cycles, says Martha Rogers. Martha gives tips for adapting an organization's business model to match a customer's life cycl...
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Creating a customer loyalty strategy that targets doctors
Building a physician's loyalty is no easy task. Martha Rogers gives tips for things to think about when trying to create a customer loyalty strategy
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Customer lifetime value vs. current value
Expert Martha Rogers explains why businesses need to focus on the lifetime value of a customer, not the value of the current transaction.
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Does Oracle CRM integrate best with other Oracle applications?
Expert Bill Band discusses integrating Oracle CRM products with other Oracle applications in this tip.
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SaaS CRM implementation best practices
Implementing SaaS CRM comes with its share of challenges. Expert Bill Band discusses a few best practices organizations can utilize in this tip.
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Finding remote call center agent jobs and opportunities
In this expert answer, Donna Fluss gives tips for finding remote call center agent jobs and lists 16 things people should do to prepare for a job as a remote call center agent.
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Training call center agents using bad customer service experiences
Expert Lior Arussy explains whether or not call center managers should train their agents by using examples of bad customer experiences in this expert answer.
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The chief customer officer and the customer experience
Organizations everywhere are hiring chief customer officers to lead their customer experience initiatives. Expert Lior Arussy explains the role of a chief customer officer in this expert tip.
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How can a call center offshore outsourcing firm attract new clients?
It's difficult for call center outsourcing firms to differentiate themselves from their competitors. Donna Fluss gives tips for call center outsourcers looking to attract new business in this exper...
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Measuring chat session average handle time (AHT)
It is possible to measure average handle time (AHT) for online chat sessions, says Lori Bocklund. Lori explains how to go about measuring AHT online in this expert tip.
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Can interactive voice response systems recognize abandoned calls?
Learn how to use your interactive voice response system to get metrics on abandoned calls in this expert tip.
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Do outsourced call center agents negatively impact customer trust?
Don Peppers discusses whether or not outsourced call center agents negatively impact customer trust in this expert response.
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Building customer trust online: Tips for success
Building customer trust online can be tricky -- Don Peppers lists a few ways to maintain your customer's trust over the Internet in this expert tip.
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Sales tips and techniques for building customer trust
Don Peppers gives some tips for developing personal selling skills and using them during face-to-face interactions with customers.
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Two main factors to building trust with customers
Don Peppers explains the two factors that influence a customer's trust in a company.
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Volume metrics vs. call center performance metrics
Not sure if you should use volume metrics or performance metrics in the call center? Lori Bocklund discusses which type is best in this expert tip.
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CRM failure: The top six reasons CRM programs fail
Lior Arussy gives the top six reasons CRM programs fail in this expert tip.
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Engaging effectively with customers on the phone
Martha Rogers gives tips for engaging effectively with customers over the phone in this expert tip.
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Treating customers as individuals in the call center
Expert Martha Rogers explains how one company is making it a practice to treat every customer as an individual.
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Tips for benchmarking call center metrics
Get our top tips for benchmarking call center metrics in this expert answer.
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Klout draws flak, but it has clout online
What are the best tools for determining online influence? Expert Zach Hofer-Shall weighs in on how to track your online clout and why it matters.
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Contact center social will (slowly) become norm
In this expert response, find some ways contact centers are using social media channels to manage customer contact volume.
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