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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


Recession? Steal Market Share by Increasing Customer Service!
During a recession, don’t follow the cost-cutting crowd. Of course, be frugal, but in areas that don’t touch the customer. Forget what everyone else is doing

customer measurement  Market Share by Increasing Customer Service! Most challenges your business encounters will be easier to deal with if you have loyal customers. Through continuous, real-time customer feedback, you'll be better positioned to provide the right solutions, differentiate your services, benchmark your performance, prioritize pressing issues, spot emerging trends, and more. Source : Mindshare Technologies Resources Related to Recession? Steal Market Share by Increasing Customer Service! : Customer Service Read More
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
Measuring Marketing Success: Know Each Customer in Context
Monitoring the performance of marketing activities is a critical function of marketing departments and has become important to business growth. This report

customer measurement  Marketing Success: Know Each Customer in Context Monitoring the performance of marketing activities is a critical function of marketing departments and has become important to business growth. This report provides an analyst perspective on effective practices and tools for accurately measuring marketing performance, as well as reviews the features and functions of IBM’s Marketing Performance Analytics offering and the business benefits it can afford organizations. Read More
Perfect Orders: Improving Customer Satisfaction and Financial Results
Manufacturers and distributors must keep two groups satisfied—customers and owners. They are connected—what improves the satisfaction of one group can impact

customer measurement  customers, some measure of customer satisfaction—a method of determining the score—needs to be in place. For owners, the traditional measurement is profit, the return due the owners. But these two groups and their measurements are connected and therefore must be balanced. Most things that will improve customer satisfaction will, in the short run, hurt profitability. If we are suffering too many out-of-stocks, we will want to increase inventory levels, but that means more working capital and added 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

customer measurement  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 are phone, mail, Web, or field. The company can then use this data for specific business purposes, marketing, service, support or sales while concentrating on a customer centric approach rather than a product centric. Customer relationship management defines methodologies, Read More
How to Respond Faster to Customer Feedback
What’s the best way to know if your customers are satisfied? Simply ask them. Conducting customer surveys without the right tools, however, can demand a lot of

customer measurement  to Respond Faster to Customer Feedback What’s the best way to know if your customers are satisfied? Simply ask them. Conducting customer surveys without the right tools, however, can demand a lot of staff time to manage and analyze the results. Indeed, response time can make the difference between keeping customers and losing them. One way to respond faster to customer issues—and save time and effort—is by investing in an automated customer feedback system. Read More
Best-in-class Marketers Drive Enhanced Customer Loyalty
The path to a complete view of the customer lies not in eliminating data sources but in integrating them and providing access that is easy to navigate and

customer measurement  in-class Marketers Drive Enhanced Customer Loyalty The path to a complete view of the customer lies not in eliminating data sources but in integrating them and providing access that is easy to navigate and always available. This report explores how top-performing companies are capturing, integrating, managing, measuring, and acting on valuable customer data throughout the entire customer lifecycle, to maximize customer loyalty and achieve best-in-class bottom-line results. Read More
Lessons from the Leading Edge of Customer Experience Management
Companies can no longer afford to wait for the perfect data or technology or process to present itself before making customer experience management a strategic

customer measurement  the Leading Edge of Customer Experience Management Companies can no longer afford to wait for the perfect data or technology or process to present itself before making customer experience management a strategic priority. Customer experience efforts need enterprise-wide visibility and focus to last. Here are six lessons from leading-edge companies—learn what they’re doing right. Read More
10 Facts about Intelligent Virtual Assistants and How They Improve the Customer Experience
Have you ever thought about what goes into designing and optimizing an intelligent virtual assistant? Or how an avatar can create an even better customer

customer measurement  How They Improve the Customer Experience Have you ever thought about what goes into designing and optimizing an intelligent virtual assistant? Or how an avatar can create an even better customer experience? Read this guide to uncover the mysteries of virtual assistant design and selection, and get insight into the latest research on the best interactive models and how to use virtual assistants to drive online sales, service, and product education. Read More
Webtrends Digital Measurement Solutions
Through advanced data visualizations, intuitive dashboards, and a secure and scalable multitenant software-as-a-service (SaaS) infrastructure, Webtrends

customer measurement  Digital Measurement Solutions Through advanced data visualizations, intuitive dashboards, and a secure and scalable multitenant software-as-a-service (SaaS) infrastructure, Webtrends Digital Measurement Solutions provide a unified view of a brand’s digital performance. Read More
Customer Centricity: The Devil Lies in the Details
The purpose of this white paper is to help readers understand the importance of customer-centricity in today's highly competitive and constantly evolving

customer measurement  Centricity: The Devil Lies in the Details The purpose of this white paper is to help readers understand the importance of customer-centricity in today's highly competitive and constantly evolving business landscape. Its aim is to remove misconceptions and guide you to achieve true customer-centricity. 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
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
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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