CRM / Call Center Topics:
Customer loyalty and retention
Measuring customer loyalty and developing a retention strategy are critical to an organization's success. The organization that understands and manages customer loyalty has a leg up on its competition. This section includes a variety of resources, news, guides and tips to building strong customer loyalty in your organization. Get up to speed on customer loyalty-related definitions and terms. Read expert advice on how to create a sound strategy and build customer loyalty using new technology. Find out how marketers are using the Web to better connect with their customers. Learn about utilizing CRM software to build a loyalty program and identifying high-value customers in the call center. Read a chapter download on creating a customer-focused CRM strategy that can help build customer loyalty. Learn about B2B and B2C loyalty programs and how customer experience management relates to customer loyalty.
Must read
- Building customer loyalty: Four tips in four minutes Tutorial - Use these tips from Paul R. Timm's book "Technology and Customer Service: Profitable Relationship Building" to learn how to build customer loyalty with common technology tools: the call center, help desk, CRM and Web sites. Each of the four tips focuses...
- How to build customer loyalty Learning Guide - Learn how to build customer loyalty and get tips for building a customer loyalty strategy in this section.
- Customer loyalty case studies and industry-specific strategies Learning Guide - This section of the Customer Loyalty Learning Guide provides a look at other businesses that have implemented customer loyalty programs and examines innovative strategies and industry-specific challenges.
- Customer loyalty through employee retention Ask the Expert - Learn how employee retention can positively impact customer loyalty in this expert tip from marketing guru Michael Lowenstein.
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Using a customer segmentation strategy for better customer retention
Answer - Find out the best way to use a customer segmentation strategy to design a retention model that allows you to hold onto current customers and provide good customer service.
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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.
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Three options for creating Microsoft CRM surveys
Ask the Expert - Microsoft Dynamics CRM 4.0 does not provide survey questionnaire functionality out of the box, but here are three options for creating Microsoft CRM surveys.
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Tracking the online customer experience after a website redesign
Ask the Expert - Learn customer experience metrics, including how to track and measure the impact a website redesign may have on the online customer experience, in this expert tip.
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Performance measurement analyst role and responsibilities
Ask the Expert - Learn about the role of the performance measurement analyst and their responsibilities, including establishing the right metrics to measure the customer experience, in this expert tip.
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Managing customer conversations in the call center
Ask the Expert - Get tips for managing customer conversations in the call center and find out how call center agents can deal with chatty or emotional customers.
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Three ways to build customer trust as a car salesman
Ask the Expert - Find three ways to build customer trust as a car salesman and hear Don Pepper's tips for car dealerships to change sales commissions to improve trust.
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Will customers forgive the mistakes of trustworthy companies?
Ask the Expert - Find out how bad customer experiences impact customer trust and if customers are likely to forgive trustworthy companies in this tip from expert Don Peppers.
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Are luxury retail loyalty programs necessary?
Ask the Expert - Find out if luxury retail stores should offer loyalty programs for their customers in this tip. Learn how some luxury retail brands build loyal customers.
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Should we raise hurdle rates for a customer loyalty rewards program?
Ask the Expert - Get an experts take on raising the hurdle rates of a customer loyalty program and learn more about value-added benefits from Michael Lowenstein.