Ask the Experts

Ask the Experts

• The unsatisfied customer: How to turn a bad situation into a great one

  Expert Martha Rogers gives advice on approaching an unsatisfied customer and preventing the situation altogether.  Continue Reading

• How would you define the perfect customer experience?

  Expert Martha Rogers gives examples of excellent customer experiences and advises companies to show they care about their customers.  Continue Reading

• How to write a customer satisfaction survey: What questions to ask

  Expert Martha Rogers gives advice on creating a customer satisfaction survey that will capture your customer's true feelings.  Continue Reading

• What should I consider when creating a customer equity strategy?

  Expert Martha Rogers lists the top three factors to consider when developing a customer equity strategy.  Continue Reading

• Building a call center: Where do I start?

  Expert Lori Bocklund gives advice on building out a call center for a small business.  Continue Reading

• How to calculate staffing needs for a new call center

  Expert Lori Bocklund details what to consider when calculating staffing needs for a new call center.  Continue Reading

• How to calculate service levels in call center settings

  Expert Lori Bocklund discusses factors that impact service levels in a call center.  Continue Reading

• Can we lower average handle time and still provide excellent service?

  Expert Lior Arussy gives tips on reducing average handling time and keeping the customer happy.  Continue Reading

• How are current trends affecting marketing strategies?

  Expert Lior Arussy discusses how businesses are adapting their marketing strategies to meet their customer's changing expectations.  Continue Reading

• Are B2B loyalty programs useful?

  Expert Michael Lowenstein discusses B2B loyalty programs and their effectiveness.  Continue Reading

• Where should I start building customer loyalty?

  Expert Michael Lowenstein gives tips on how to start building customer loyalty.  Continue Reading

• CEM software: How does it compare to CRM software?

  Expert Lior Arussy explains the difference between CRM and CEM systems and gives tips on how to determine which is right for your business.  Continue Reading

• Tips for migrating from Salesforce.com to Microsoft CRM

  When migrating from Salesforce.com to Microsoft CRM, it is important to consider data cleansing and conversion, application configuration, customization and reporting.  Continue Reading

• Calculating risks and measuring return on CRM software with IRR and NPV

  Read Tom Pisello's advice on calculating risks and measuring return on CRM, including advice on IRR and NPV in this tip.  Continue Reading

• What's the difference between NPV and IRR?

  Looking for a definition of IRR and ROI? Read advice from ROI expert Tom Pisello on how these two different metrics can be used to measure ROI for a CRM project.  Continue Reading