The Loyalty Connection: Measure What Matters and Create Customer Advocates

Recent surveys have shown that 76 percent of respondents rated customer loyalty as extremely or very important to top management. Many companies feel they exercise due diligence in this area, but as global competition increases and markets mature, they’ll have to go that extra mile. To better measure customer’s attitudes and behaviors, companies must make loyalty management an integral part of their business strategy.

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5 Ways ERP Can Help You Implement Lean

Lean delivers what companies need in today's competitive world: shorter lead times, improved quality, reduced cost, increased profit, improved productivity, and better customer service. Lean advocates have come to recognize that enterprise resource planning and lean work well together: the five lean principles are supported and enhanced by the information control and management tools delivered by end-to-end enterprise software suites. Read More

Strategies for a Successful CRM Implementation: A Guide for Small and Medium Sized Enterprises

In general, most organizations agree that customer satisfaction—one measure of customer relationship management (CRM) success—improves when CRM software is implemented. This white paper discusses the keys to successfully implementing CRM software solutions, as well as some of the important prerequisites—people and processes—to finding and installing CRM technology. Read More

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What’s Your Customer Experience Advantage?: New CRM Innovations from SAP Help Companies Empower Their Employees and Gain a Competitive Edge

  • Source: SAP
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Customer experience is now a competitive differentiator. As customers become more informed and more demanding, companies need to step outside of their comfort zone and explore non-traditional customer relationship management (CRM) areas. This paper explores a sampling of CRM improvements that allow companies to deliver a consistent customer experience to gain a competitive advantage. Read More

Social Media and Customer Experience Feedback

Twitter, Facebook, LinkedIn, and blogs are just a few Internet services that make up the new growing digital world called social media. Many companies have seen the influence these new sites can have on their organizations for both good and bad. All companies should ask themselves, "How can we tap into the power of this new method of communication to improve our business and the experiences we provide our customers?" Read More

Improving Customer Relationships: An Integrated Approach

  • Source: The Economist
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It’s a simple idea: get a better understanding of your customers’ wants and needs, deliver on their expectations, and your revenue will increase. But more than 40 percent of companies surveyed do not have a formal customer relationship management (CRM) strategy in place. And those that have one still struggle with CRM at nearly every stage. Learn more about areas where you can improve your own CRM system strategy. Read More
 
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