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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The top 10 customer experience questions
FAQ - Read our list of the top ten customer experience questions from expert Lior Arussy. Learn about customer experience mapping, the chief customer officer position and more.
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How to improve the customer experience in 10 steps
Special Report - Learn how to improve the customer experience with these ten customer experience initiatives any company can implement immediately.
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Creating positive customer retention strategies
Chapter Download - 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 structural...
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Customer development and termination strategies
Chapter Download - 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 technology...
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Customer retention management
Chapter Download - 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 an...
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Customer retention vs. value retention
Chapter Download - 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 chapter...
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Understanding customer commitment
Chapter Download - 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)...
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Customer loyalty concepts: Top 10 buzzwords
Top Buzzwords - While the idea of keeping customers loyal is timeless, new ideas and theories regularly emerge about the best ways to build and maintain customer loyalty. Along with these new ideas come new terms you need to learn to help you keep your loyalty programs...
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Customer surveying and feedback: Top 10 headlines
Special Report - The best way to keep your customers satisfied is to solicit their feedback -- and act on it. Failure to do this can be catastrophic for any organization, big or small. We've gathered these headlines on customer surveying and feedback to help you make use...
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Customer trust: The new business necessity
Chapter Download - This chapter from "Rules to Break and Laws to Follow" examines the three false assumptions about how businesses create value and gives tips for beating the crisis of short termsim.