John McCaffrey

Ask the Right Question: How Do You Decide Who Owns the Technology?

John McCaffrey -
The question of who owns CRM is one that has been contemplated time and time again —with no definitive answer. Yet, it's a fact that any major CRM initiative will face serious difficulties if there is not clear ownership of the key elements of...

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Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

Best Practices to Prove the Business Value of Customer Experience

CustomerThink’s research finds just 19% of CX initiatives can show tangible benefits. Due to the COVID-19 crisis, the ROI issue is now front and center with CX leaders. Learn the best ways to prove the business value of CX, including ROI advice in customer feedback, customer service, and CX infrastructure.

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