Customer Strategy

How Do You Evaluate Your CRM Implementation?

Sampson Lee -

Turbo-Charge Your CRM Project for Success: Have a Process in Place

Jim Dickie -

Before Implementing CRM Software, Redesign Your Workflow–All of It!

Dick Lee -

“Chat” Is Not a Strategy: Don’t Just Adopt New Technology; Adapt...

Cindy Curtin -

What You Shouldn’t Have Is a Failure To Communicate

Paul Greenberg -

Sales and Service: It’s Time for a Merger

Denis Pombriant -

The Power of One: How Wells Fargo Builds Loyalty With Frontline...

Bob Thompson -

Improve Relationships Through Improving “Touchpoints”

Hank Brigman -

Should the Focus Be on Customers’ Experience or Loyalty?

Jeff Marr -

Are You Experienced … at Tapping Into the Customer Experience?

Paul Greenberg -

“Inside Out” Corporate Behavior: Airlines Take Passengers for a Ride Before...

Colin Shaw -

Make Customer Strategies Work: An Interview With Lior Arussy

Lior Arussy -

View It as a Revenue Center, Not a Cost Center

Denis Pombriant -

Who’s Calling? Identify and Route Inbound Callers for Optimum Value

Robert Tate -

Real-Time Decisioning: Aligning Competing Customer Service Goals Is Not a Fairy...

James Fiorda -

Why Is Customer Service Still Failing To Benefit From CRM Investment?

Marina Hop -

Focus Your Agent Compensation Programs on the Customer

Eric Greenberg -

Customer-Driven Training: Use the Voice of the Customer To Maximize Your...

Jodie Monger -

The Voice of the Customer Makes a Powerful Coaching Tool

Jodie Monger -

3 Cs: Involve the Customer in the Business Case

Chad Quinn -
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Free Trial: NPS® Software

Collect and act on NPS-powered customer feedback in real time to deliver amazing customer experiences at every brand touchpoint. By closing the customer feedback loop with NPS, you will grow revenue, retain more customers, and evolve your business in the process. Try it free.

Transforming B2B Customer Experience: Five Steps to CX Leadership

[April 26, Webinar] Why are there so few CX success stories? Get the stunning results of Topline’s new research about what really differentiates CX leaders from laggards, including five steps that will enable you to unleash the full potential of CX in your business.

The First Global Conference on Creating Value

[May 23-24; UK] Creating Value is getting attention from business, society, government and academics as it impacts ourselves, customers, stakeholders, and sustainability. Steve Vargo, Stuart Hart, Irene Ng, Christian Gronroos, and Fujitsu Japan, Sanofi, Hughes, will speak. A networking platform between business and academics for Value Creation.

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