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Seeking Most Credible Customer Experience Management Certification

I'm looking into Customer Experience Management certifications and have found 2 groups who offer a certification program - Strativity and GCCRM. Can anyone provide...

What Should a World-Class Marketing Department Look Like?

One of my clients asked a question the other day which, on the face of it, should be simple to respond to, but it’s...

Coalition Loyalty Programs for Mobile Operators

Dear colleagues, What can you tell about best practice of coalition loyalty programms creating for mobile operators? What was the best/worst? Thank you. Graham Hill December 19, 2007 In...

Can Retail and CRM Co-exist?

I started my career in the mid '80's in database marketing. In the mid '90's CRM emerged as a new (but old) business philosophy,...

What Is Customer-Centric Service?

In June 2007, in Aptos, California, 16 of CustomerThink's global advisors gathered for our annual Retreat. Each year we get together to discuss the...

What Is Customer-Centric Selling?

In June 2007, in Aptos, California, 16 of CustomerThink's global advisors gathered for our annual Retreat. Each year we get together to discuss the...

What Is Customer-Centric Marketing?

In June 2007, in Aptos, California, 16 of CustomerThink's global advisors gathered for our annual Retreat. Each year we get together to discuss the...

What Is "Customer Insight" and How Do You Gain It?

I focus on helping clients find value opportunities and read a variety of subjects on customer knowledge, marketing, sales, innovation, execution, anything that touches...

What Should "Customer-Centric Business" Mean to the CEO?

In June 2007, in Aptos, California, 16 of CustomerThink's global advisors gathered for our annual Retreat. Each year we get together to discuss the...

Contact Center Absenteeism Rates

Hello, I've been searching high and low for inbound call center absenteeism averages. I found several articles that cite an average of 5% to 10%....

B2B Loyalty Programs

Becky Nelson Member Posted 18-Jan-2007 10:16 AM Looking for successful examples of B2B loyalty programs. I have a B2B client who believes they should implement a loyalty...

B2B Segmentation

Suhale Member Posted 12-Sep-2006 12:04 AM I work for a finance company where our products are sold through independent intermediaries. Traditionally we have not attempted to segment...

CRM in B2B

Difference Between B2B and B2C Tomaz Member Posted 25-May-2006 03:13 AM I'm doing my masters about the implementation CRM into company which sells products to other companys (B2B)....

Customers' Experiences With CRM Activities

Kristel Member Posted 15-Feb-2006 05:45 AM Dear Jim Barnes, I am currently working on my Ph.D. research question. I am very interested in what customers experience from CRM activities....

Push Vs. Pull CRM

Graham Hill Guru Member Posted 24-Oct-2005 06:19 AM A spirited on-line discussion is taking place about "push vs pull" models in business. This is an important conversation that...

CRM in Sports

Gwynne Young Managing Editor, CustomerThink Member Posted 04-Oct-2005 04:02 PM I am the CIO at a British football (soccer) club. We have implemented a CRM strategy at Norwich and...

The Difference Between Database Marketing and CRM

Posted 25-Jul-2005 09:34 AM Hi Database marketing is a data driven approach towards providing an integrated multichannel customer centric environment for a customer better customer experience. Also...

CRM Strategy & Objective Setting in Airlines

SP Member Posted 15-Jul-2005 05:54 AM Hi Jim, I and team of consultants is in the process of designing the CRM initiative at one of the Airline majors...

First-Call Resolution: Best Practice?

Jackie Member Posted 14-Jul-2005 09:03 AM Dear Bill, I work in a telecomms company and we are working on targets for First Call resolution in our call centre. Would...

How Do You Involve Customers?

Graham Hill Guru Member Posted 21-Jun-2005 03:53 AM At the CRMGuru Summit in Santa Cruz, a few of the speakers and delegates talked about how they involve customers...

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