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Customer service excellence: Six tips in six minutes
This tip series can get you on the path to company-wide customer service excellence. Each tip explores one component of a thorough customer service strategy, including using customer intelligence, company employees, leadership and organizational proc... Tutorial
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Driving customer equity by empowering and training call center agents
Experts Peppers and Rogers offer advice on call center agent job satisfaction, and how well-paid, well-trained call center agents can contribute to building long-term customer equity. Ask the Expert
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Negotiating skills and strategy: Top five buzzwords
Negotiation skills are essential in the business world. These top buzzwords offer some tips on common negotiation tactics, so you'll be prepared for any situation where you need to use your negotiating skills or prepare a strategy. Top five buzzwords
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CRM strategy checklist: Planning for CRM and customer service success
This checklist will help you evaluate your CRM and customer service strategy to find success with CRM initiatives and improve customer satisfaction and service. Find out the 20 keys to building a vision of CRM success. Checklist
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Exceeding customer expectations in the short- and the long-term
It's very hard to keep exceeding customer expectations, especially as they are always going up. Read advice from Don Peppers here. Ask the Expert
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Do customer-managed relationships play a role in CRM strategy?
Should customer-managed relationships be part of a CRM strategy? Read Don Pepper's advice here. Ask the Expert
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Audit: How effective is your CRM system?
In this tip, learn how to determine if you have an effective CRM system. Ask the Expert
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Gartner: Customer service a six-step process
Companies that want to become more customer-centric need to view customer service as a set of connected processes not an individual event, one Gartner analyst says. Article
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Is first call resolution key to a good customer experience?
What are the most important benefits of first call resolution, and how it can drive a valuable customer experience? Read Lior Arussy's advice here. Ask the Expert
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How to build a customer-focused CRM strategy
In this sample chapter, find out how to determine what level of customer focus will work best for your business, and how to shape your customer relationship strategies accordingly. Chapter Download