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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 insight on which is a better/more credible program? Or if there is another one I have missed? Thanks. Daryl Choy January…
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 actually got me thinking in circles, so I thought I’d see if the CustomerThink community have any thoughts. The question is:...
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 the Public Domain Serge Why don't you look in the public domain Internet for answers to…
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, discipline and strategic practice. I embraced CRM with a passion and as they say, "the rest is history". For the next...
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 top industry issues, how we can collaborate with each other and how to add value to this wonderful community. In one...
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 top industry issues, how we can collaborate with each other and how to add value to this wonderful community. In one...
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 top industry issues, how we can collaborate with each other and how to add value to this wonderful community. In one...
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 on the subject of adding value to the propositions a company offers and making them work. Maybe it’s the focus...
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 top industry issues, how we can collaborate with each other and how to add value to this wonderful community. In one...
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%. Is this what one would expect for an inbound call center? Do these numbers take into consideration excused and unexcused...
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 program, but I only have familiarty with B2C. I also challenge their strategy for a loyalty program. Michael…
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 our partners and so have become a 'one size fits' all company, with minimal differentiation. This has led…
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). I would like to know the steps of implementation and the difference between CRM in B2B and…
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. Therefore, I would like to focus my research on one or a few companies in Belgium…
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 impacts businesses and customers alike. In a nutshell. The advocates of the push model suggest that businesses…
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 I wondered if there were any U.S. or worldwide sports related CRM studies that you could…
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 is a process driven approach towards providing an integrated multichannel customer centric environment for a customer better…
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 in the Middle east I find that there is already quite a bit of automation in the…
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 you have any information on what is best in class first call resolution score. We are…
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 directly in making CRM a success. And I don't just mean through getting customers to serve themselves,…