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Performance Metrics

Contact Reps’ Performance Needs To Tie to Sales

Barbara Poole -

It’s Time To Make Call Center Agents Professionals

Denis Pombriant -

“Help Me Help You”: Jerry Maguire Holds Lessons for Sales and Marketing

John Aiello -

CMAT Can Tell You How Well You Manage Your Customers: An Interview With Neil Woodcock and Doug Leather

Bob Thompson -

Measurement Should Be From the Customer’s Point of View

Julie Baker -

You Can’t Gauge Your Business Success Without Effective Measurement

Niall Budds -

For a Driving-Force Metric, Consider CPX

Bill Price -

The Voice of the Customer Is a Critical Feedback Loop

David Mangen -

Customer Experience–The Voice of the Customer

Jennifer Kirkby -

Performance Is the Real Test of Your CRM Initiative

Rafael Rodriguez -

If You Benchmark, You’ll Find Customer-Centricity Sells Itself

Lior Arussy -

Don’t Let Customers Sneak Out the Back Door!

Tony Hayward -

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

Mei Lin Fung -

A Paradigm Shift in Your Call Center Can Realize Real Revenue

Debbie Qaqish -

View It as a Revenue Center, Not a Cost Center

Denis Pombriant -

The Voice of the Customer Makes a Powerful Coaching Tool

Jodie Monger -

Improving the Supply Chain: Focus on the Best Agents

Bill Price -

3 Cs: Involve the Customer in the Business Case

Chad Quinn -

CRL Can Complement CRM for Greater Sales Effectiveness

George Reavis -

Sales Performance Is Up–But at a Price

Barry Trailer -
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