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  • Customer development and termination strategies

    As most successful CRM practitioners know, there's a time to develop customer relationships and a time to unload unprofitable customers. In this chapter excerpt, learn strategies for developing profitable customers and get tips for using CRM technolo...  Chapter Download

  • Customer retention vs. value retention

    Studies have shown that many customers are more likely to change their buying behavior than they are to defect. Because of this, it's important that companies not only manage customer retention, but keep an eye on value retention as well. In this cha...  Chapter Download

  • Creating positive customer retention strategies

    Is your organization deploying positive customer retention strategies or negative ones? In this chapter excerpt, learn about a number of positive customer retention strategies, including how to add customer-perceived value, create social and structur...  Chapter Download

  • Understanding customer commitment

    Research shows that there are three forms of customer commitment: relational commitment, instrumental commitment and value-based commitment. In this chapter, learn about all three types of customer commitments and get key performance indicators (KPIs...  Chapter Download

  • Customer retention management

    Most experts will tell you that retaining a customer is easier (and more cost-effective) than aquiring a new one. Because of this, it's important that all companies have established customer retention strategies. In this chapter excerpt, you'll find ...  Chapter Download

  • Creating shareholder value through corporate philanthropy

    Can companies make more money by doing good? Get Martha Rogers' take on corporate philanthropy and its impact on shareholder value in this tip.  Ask the Expert

  • Company-wide customer experience mapping

    In this expert tip, Lior Arussy explains how a customer experience manager should go about customer experience mapping to determine customer satisfaction across all touch points in an organization.  Ask the Expert

  • Measuring call center key performance indicators to optimize cost, quality

    In this podcast, listeners will find out which call center key performance indicators (KPIs) have the biggest impact on the bottom line and the customer experience. Get tips from a call center me  Podcast

  • Call center benchmarking best practices

    This podcast features tips and best practices for call center benchmarking. Get advice from a benchmarking expert Eric Zbikowski of Metric Net LLC for using benchmarks in conjunction with a call center metrics program to track performance.  Podcast

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