• Understanding customer commitment

    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 (...  Continue Reading

  • Customer retention management

    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...  Continue Reading

  • Customer retention vs. value retention

    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 ...  Continue Reading

  • Customer development and termination strategies

    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 ...  Continue Reading

  • SIP in the call center: Top 10 buzzwords

    In many of today's call centers, session initiation protocol (SIP) allows customers and call center agents to connect through various forms of multimedia communications. We've gathered these terms and definitions to help you better understand SIP ...  Continue Reading

  • Achieving excellence through customer service

    While most executives and managers attempt to control the customer experience, ultimately, the task of providing great customer service falls on their employees. In this chapter excerpt, customer experience expert Lior Arussy explains how the way ...  Continue Reading