Mei Lin Fung

Don’t Let Your Contact Center Commit Any of Hammer’s Seven Costly Performance Management Sins

"The CEO collects as much in performance bonuses as he can before he goes to jail" —Joke circulating among speakers at the 2006 International Contact...

Seven Costly Deadly Sins of Performance Measures

"The CEO collects as much in performance bonuses as he can before he goes to jail" This unfortunate joke was circulating at the 2006 International...

Apply the “People Prescription” to Call Centers

My friend Cindy made 85 calls to the same number. She refused to give up in her quest to speak with someone able to...

Who Says Government Doesn’t Benefit From CRM?

Darius Cheung dreaded getting a business license because of all the bureaucracy he anticipated. Because it was his first time applying for a license...

Contact Centers Will Come of Age

If you've been around children, you'll know the story about the ugly duckling who came of age and found he was a swan. That's...

Unless You’re Offering Multiple Channels, You May Be Missing Something: ROI

Recently, I received a "special offer" from Southwest Airlines, and, as it coincided with travel plans, I ended up booking a Southwest flight to...

Where Does Customer Lifetime Value Fit in Your Strategy?

In The Customer Loyalty Solution, (2003, McGraw Hill), Arthur Middleton Hughes describes how the National Bank of Australia, with 4.5 million customers, used a...

The CRM Investment Primer: How Do You Make the Right Technology Investment In CRM?

Divining Rods ... have been used since ancient times ... they simply measure energy patterns that occur naturally. —Sherry Sims, RealMagick Before investing in...

A Primer: Here’s How To Calculate Customer Lifetime Value

Economic debate used to rage around the question, What is the ideal rate of savings? Economics Nobel Prize winner Franco Modigliani offered a key...

Use, But Don’t Misuse, Customer Lifetime Value

Did you hear the one about the woman who couldn't cash a $100 check at an out-of-town branch of her bank? The tellers thought...

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