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.
-
Social media and CRM -- The marketing perspective
10 Nov 2009
Column - In his first article evaluating the marketing side of social CRM, Allen Bonde offers up some definitions and a framework for discussion.
-
A guide to using customer data and analytics tools for customer loyalty
01 Sep 2009
News - After years of collecting customer data, companies have a wealth of information about who their customers are and who's loyal, but finding and managing that data is daunting.
-
Leveraging customer data to maintain customer loyalty obvious, not easy
01 Sep 2009
Article - After years of collecting customer data, companies have a wealth of information about who their customers are and who's loyal, but finding and managing that data is a daunting task.
-
When interests coincide: Social CRM and vertical communities
10 Aug 2009
Column - In his first column for SearchCRM.com on trends in social CRM, Paul Greenberg examines the emergence of vertical communities, including Lane Bryant and the National Comprehensive Cancer Network.
-
Consumers still focused on customer experience, not cost, in recession
06 Aug 2009
Article - A recent survey found that, despite the down economy, customer experience counts for more than cost when it comes to consumer spending and loyalty.
-
Allegiance consolidates enterprise feedback management market with Inquisite acquisition
14 Jul 2009
Article - Allegiance is adding Inquisite's online surveying tool to build out its enterprise feedback management offering.
-
Text analytics software, net promoter score helps JetBlue take off with customer service
04 Jun 2009
Article - A flood of emails that followed the Valentine's Day ice storm of 2007 demonstrated the need for -- and the power of -- text analytics software for JetBlue.
-
Leveraging customer loyalty in a down economy
02 Apr 2009
Article - There's nothing like a recession to make customer loyalty a priority. Companies that collect feedback, leverage social media and segment their customers can emerge stronger.
-
Should marketing or customer service manage your social networking efforts?
05 Mar 2009
Article - The emergence of Web 2.0 and social networks has left many wondering who should take responsibility for the new channel.
-
Marketers failing to measure customer feedback, communities
26 Jan 2009
Article - Most marketers are not monitoring online message boards and communities and are failing to measure the customer experience, a CMO Council survey finds.
CRM Solutions from SearchCRM, White Papers, CRM Expert Advice, CRM News
CRM Resources