Manage

Customer relationship management CRM

• 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 value management with Don Peppers

  Every organization approaches customer value management in a different way. Business size, industry and company type are just a few of the factors that impact the way an organization creates value for its customers. In the August installment of our ... 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

• Building a customer service strategy with organizational leadership: Tip #4

  Find out how organization-wide leadership and values affect customer service strategy in this fourth tip in the customer service excellence series. Continue Reading

• CRM and customer service market trends: Top ten buzzwords

  Browse this roundup of CRM and customer service terms to catch up on the year so far. These top CRM market trend buzzwords reflect common concerns about customers and technology. Continue Reading

• Using customer intelligence in a service strategy: Tip #1

  This tip from the six-part series on customer service excellence offers ways that businesses can use customer intelligence as part of a successful customer service strategy.Continue Reading

• Can I use multiple channels as effective marketing strategies to build trust?

  While multichannel marketing can be effective, offering customers the choice is always preferable. Learn more about marketing stategies including effective text message marketing in this tip.Continue Reading

• When is the relationship marketing approach the best for a marketing strategy?

  According to Michael Lowenstein, relationship marketing will build both emotional and rational value provision and will create higher-profit engagement with customers.Continue Reading

• Adding workforce management tools to ROI calculation

  What's the best way to include workforce management tools in calculation for ROI? Read advice from ROI guru Tom Pisello here.Continue Reading

• Emotion and Reason in Consumer Behavior

  Marketing and advertising practitioners have always used emotional and rational appeals in promoting ideas, goods, and services. Learn how to create effective campaigns in this chapter download from Emotion and Reason in Consumer Behavior. ...Continue Reading

• Business intelligence (BI) planning: The complete project guide

  Read this chapter excerpt for business intelligence (BI) best practices and tips on successful BI project planning.Continue Reading

• Succeeding with Open Source: Chapter 1, Overview of Open Source

  Read this excerpt from Chapter 1, Overview of Open Source from Bernard Golden's "Succeeding with Open Source."Continue Reading

• Customer management spending on the rise

  A recent survey finds that customer management applications are grabbing a bigger piece of the technology budget.Continue Reading

• Getting contact center buy-in from senior management

  Getting support for what has often been referred to as the "cost center" can be a difficult task. Start with math.Continue Reading

• Manage customers like a stock portfolio

  Long-term customer value must outweigh a company's desire for fast cash, according to a noted CRM consultant. Martha Rogers kicked off the Smart CRM West conference with a prescription for getting a better return on a customer investment.Continue Reading