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How to Measure Customer Satisfaction
Organizations often rely on surveys and questionnaires to determine customer satisfaction ratings, but such methods merely offer a perceived customer rating

customer measurement  to Measure Customer Satisfaction Originally Published - April 30, 2008 Project-based organizations place a lot of emphasis on customer satisfaction, and rightly so, as customer satisfaction is the key for improving these companies' internal processes. A customer satisfaction rating (CSR) is often obtained through a questionnaire—the customer satisfaction survey (CSS). This method, however, suffers from the drawback of customers likely being emotionally influenced while filling out these Read More...
Customer Relationship Management (CRM)
Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company from all access points whether they a...
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Documents related to » customer measurement


Improving Customer Relationships: An Integrated Approach
It’s a simple idea: get a better understanding of your customers’ wants and needs, deliver on their expectations, and your revenue will increase. But more than

customer measurement  success, top metrics include customer satisfaction (49%) and retention (43%); increased revenue, at 30%, comes a distant third. Although these factors are certainly related, the figures indicate a misalignment, further illuminating why companies are dissatisfied with the results of their efforts. The data strongly suggest that few companies truly understand how CRM can be used to benefit their businesses, says Tracey Altman, the senior director for Latimark, a Dallas-based marketing consultancy. Read More...
A Lexicon for Customer Relationship Management Success
Despite technological advances, users are dissatisfied with customer relationship management (CRM) systems. Ambiguous terms do not provide the vocabulary for

customer measurement  (or better known) and customer behavior can be predicted. The opportunity is enormous. Loyalty Infers attitude based orientation and measurement Operational strategy of managing customer behavior. Managing customer behaviors has a strong impact on organizational strategy and can be measured directly. Implementation Focus Project champions Implementation best practice Project sponsorship Change management plus implementation of best practices Implementation needs to follow strategy. Senior management must Read More...
Five Ways to Positively Impact Customer Retention and Business Operations
Maintaining strong business performance and retaining loyal customers requires continual vigilance and assessment. Establishing metrics that focus on value

customer measurement  ways to positively impact customer retention and business operations: Continuous measurement and improvement Product innovation and quality Delivery speed and agility Lean and green Proactive alert and exception management Each of these steps represents specific areas that can either improve your business performance directly though improved efficiency, or can set you apart from your competitors and help you to differentiate through product quality and innovation, delivery excellence, corporate Read More...
On-time Product Delivery and Customer Satisfaction
Fusion UV is the world s leading producer of ultraviolet curing equipment. Its outmoded legacy system couldn t handle the company s complex manufacturing system

customer measurement  Customer Satisfaction Measure , Customer Satisfaction Measurement , Customer Satisfaction Metrics , Customer Satisfaction Model , Customer Satisfaction Performance , Customer Satisfaction Process , Customer Satisfaction Program , Customer Satisfaction Questionnaire , Customer Satisfaction Questions , Customer Satisfaction Ratings , Customer Satisfaction Report , Customer Satisfaction Research , Customer Satisfaction Results , Customer Satisfaction Retention , Customer Satisfaction Review , Customer Read More...
Deploying Customer Relationship Management Effectively: Beyond Implementation
A customer relationship management (CRM) solution is now a standard business requirement. With origins as a system for sales teams, CRM has clearly evolved into

customer measurement  Customer Relationship Management Effectively: Beyond Implementation Deploying Customer Relationship Management Effectively: Beyond Implementation If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. Microsoft Dynamics is a line of integrated, adaptable business management solutions that automate and streamline financial, customer relationship, and supply chain processes in a way that helps you drive business success. Source : Read More...
Customer Satisfaction Analytics for Market Metrix
GoodData supports Market Metrix customers by helping them answer key questions. They can get results immediately with a drag-and-drop interface and customize

customer measurement  Satisfaction Analytics for Market Metrix GoodData supports Market Metrix customers by helping them answer key questions. They can get results immediately with a drag-and-drop interface and customize their own reports. Read More...
Sit Customer Sit
Your customers' perception of your company is formed from the packages that arrive at their receiving dock. What do you think they perceive?

customer measurement  Customer Sit How Did Customers Get So Trained? Sit Customer Sit How Did Customers Get So Trained? Featured Author - Ren Jones - October 18, 2003 The Situation I need that shipped overnight! I need that delivered today! Drop it off to me on your way home? I do not want to pay a restocking charge! Do these all sound familiar? I'd be willing to bet you can come up with a book full of the things your customers expect. But where do they get the audacity to expect the sometimes unreasonable? Read More...
Enhancing the Customer Experience with Loyalty Management: Strengthen the Brand and Improve Customer Retention
Customer churn is very costly—it’s many times more expensive to acquire a new customer than to keep an existing one—so retaining customers by offering a

customer measurement  the Customer Experience with Loyalty Management: Strengthen the Brand and Improve Customer Retention Customer churn is very costly—it’s many times more expensive to acquire a new customer than to keep an existing one—so retaining customers by offering a superior experience is a top priority. Also, delivering unique experiences to different customer segments is a valuable strategy. Read about how to increase brand equity and retain customers by offering a better experience. Read More...
The Customer as a Strategic Asset
Ask 500 CEOs to define the word “customer,” and you’ll come up with 500 different answers—with a few common denominators. It turns out these denominators are

customer measurement  Customer as a Strategic Asset Ask 500 CEOs to define the word “customer,” and you’ll come up with 500 different answers—with a few common denominators. It turns out these denominators are the same ones used to describe an organization’s long-term strategic assets. Yet for many organizations, customers aren’t considered assets at all; and yet they’re expected to constitute the lifeblood of the business itself. Read More...
Customer Experience Management: Accelerating Business Performance
Do you spend all your time chasing new customers instead of taking care of the ones you already have? Most customer relationship management (CRM) projects focus

customer measurement  you already have? Most customer relationship management (CRM) projects focus on customer relationships but fail to address customer experience as a loyalty driver. In part two of a two-part series, learn about best practices recommended by customer experience management (CEM) experts, and how they can help you improve long-term loyalty. Read More...
Customer Relationship Management Buyer's Guide (Summary Edition)
Customer relationship management (CRM) has matured, and offers more choices than ever before. This buyer’s guide reviews the latest innovations in this software

customer measurement  Buyer's Guide (Summary Edition) Customer relationship management (CRM) has matured, and offers more choices than ever before. This buyer’s guide reviews the latest innovations in this software space, focusing on cloud, mobile, and social options, and includes a section on the range of customer-centric and process-oriented add-ons and applications available. The guide also includes valuable CRM resources and a directory of CRM vendors. Read More...
17 Rules of the Road for Customer Relationship Management
Customer relationship management (CRM) is more than a product@it’s a philosophy. That’s why, when it comes to CRM systems, it’s important to understand all the

customer measurement  of the Road for Customer Relationship Management 17 Rules of the Road for CRM If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. Sage North America began not as one company, but as the efforts of many entrepreneurs who built their successful products and businesses with a sincere focus on their customers. Source : Sage Software Resources Related to Customer Relationship Management (CRM) : Customer Relationship Management (CRM) Read More...
Rent.com Selects KANA Cloud Offering for Customer Service
The announcement that KANA Express, a cloud customer service offering, was selected by Rent.com for improved customer engagement was one of more important

customer measurement  KANA Cloud Offering for Customer Service The announcement that KANA Express, a cloud customer service offering, was selected by Rent.com for improved customer engagement was one of more important announcements preceding the recently held KANA Connections 2012 user conference in Las Vegas, where about 180 attendees were able to hear more about the importance of consistent customer experience via multiple channels of communication. The importance of this news is that KANA Software is now winning customers Read More...
Customer Relationship Management: Evolution, Not Revolution
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause a host of problems, from

customer measurement  Revolution Choosing a new customer relationship management (CRM) solution can be onerous for anyone saddled with this task. But the process of choosing a solution doesn't have to be time-consuming and tedious. Nor should it cause major upheaval in an enterprise's operations, creating significant inconvenience for users. The last thing any manager wants is apathy—or even mutiny—from disgruntled employees “forced” to use an application that doesn't suit their needs or that is too complex to be Read More...

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