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Seeking Most Credible Customer Experience Management Certification

Posted on January 19, 2008

I’m looking into Customer Experience Management certifications and have found 2 groups who offer a certification program – Strativity and GCCRM. Can anyone provide insight on which is a better/more credible program? Or if there is another …

Coalition Loyalty Programs for Mobile Operators

Posted on December 18, 2007

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 the Public Domain Serge Why don’t you look …

Can Retail and CRM Co-exist?

Posted on December 8, 2007

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, discipline and strategic practice. I embraced CRM with a passion and as they …

What Is Customer-Centric Service?

Posted on July 27, 2007

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 top industry issues, how we can collaborate with each other and how to …

What Is Customer-Centric Selling?

Posted on July 15, 2007

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 top industry issues, how we can collaborate with each other and how to …

What Is Customer-Centric Marketing?

Posted on July 12, 2007

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 top industry issues, how we can collaborate with each other and how to …

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

Posted on July 1, 2007

I focus on helping clients find value opportunities and read a variety of subjects on customer knowledge, marketing, sales, innovation, execution, anything that touches on the subject of adding value to the propositions a company offers and …

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

Posted on June 19, 2007

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 top industry issues, how we can collaborate with each other and how to …

Contact Center Absenteeism Rates

Posted on June 14, 2007

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%. Is this what one would expect for an inbound call center? Do …