| Articles & Reports on Customer Relationship Management | ||||
| Power Bar's Obsession: Power Consumers | ||||
| In spite of being the leader in the $600 million energy-bar market, Power Bar continues a number of customer profiling initiatives to ensure that it stays on top. Read about them. | ||||
| 'But Wait, You Promised …' | ||||
| An article which originally appeared in the April 2001 issue of Fast Company about the problems faced by companies in providing good customer service. It also profiles a few companies and the practices followed by them to help solve the problems. | ||||
| Customer Service: Commerce Bank | ||||
| Commerce Bank is one of America's best-performing financial institutions, with a stock that grew more than 2,000% in 10 years. Read how America's most convenient bank is applying the rules of retail selling of organizations such as McDonalds to provide a convenient atmosphere for their customers, as well as instill a healthy competition within the organization. | ||||
| Welcome to Harrah's | ||||
| An
excellent example of a casino using technology to capture data and predict
customer spending patterns, which in turn allows them to generate more personalized
"customer loyalty" programs. This tracking and incentive method, bought the company a record earning of US$ 3.7 billion in 2001 - an increase of 11% from 2000. |
||||
| Leader - Feargal Quinn | ||||
| Lessons in building customer loyalty from Feargal Quinn, Ireland's "Pope of Customer Service", and owner of the extremely successful Superquinn supermarket chain. | ||||
| The message explosion: The future of customer care | ||||
| An
article which builds a case for Instant Messaging as a means to provide
customer support and care. It also discusses the technology that is making
this possible, as well as the strategies which will enable it to synergize
with the other methods of customer contact. Today approximately 180 million consumers and business workers alike worldwide use instant messaging technology to send more than 400 million messages a year. By 2005, IDC estimates there will be nearly 600 million instant messenging users sending more than 2 billion messages a year. |
||||
| Mastering Customer Context: Customer Interactions in a Mobile World | ||||
| New
wireless technologies will soon broadcast customers' personal information,
including their presence, preferences, and priorities. This would make it
easier for companies to reach out to their existing and prospective customers.
However, context will still play an extremely important role in transforming
data into valuable customer relationships. Registration required for the complete article. |
||||
| How to Keep Customers Happy (and Luggage From Getting Lost) | ||||
| An article which, once again, brings out the importance of capturing consumer data, however insignificant it may appear, and using it to further consumer loyalty. A good example, is that of the Ritz-Carlton Hotel in Hong Kong. | ||||
| Let's talk | ||||
| This article builds up a case for "conversational marketing" as opposed to "target marketing" - where conversation refers to the ability of a company, to pick up information about their customers through normal conversational dialogue, and to use the insights in their further interactions to help provide a better customer experience, not to mention, getting valuable feedback for the company. | ||||
| The Customer Satisfaction-Loyalty Trap (PDF) | ||||
| This
white paper by Miller-Williams
Inc. takes a realistic look at the problems and common errors made during
the measurement and analysis of Customer satisfaction data (which most companies
use to frame their CRM strategies), and the extent this data can be relied
upon. (The white paper also serves as an advertisement for The Miller-Williams Value Expectations model) |
||||
| Staying ahead of the CRM curve | ||||
| This white paper by CIO Magazine, talks about the need and advantages of implementing a CRM solution in an organisation. It also delves into the processes that need to be in place, before the implementation. | ||||
| The Indian Call Center Industry (PDF Format) | ||||
| This flash report from ICRA talks about the state of the Call Center Industry in India, and where it is heading. | ||||
| CRM: The Workers Own the Means of Production (PDF) | ||||
| People can make or break a strategy to improve customer relationships. It is therefore imperative for CRM initiatives to motivate people to want to deliver value to customers. For many enterprises this means cultural change management. | ||||
|
Media
& Convergence | CRM | eLearning
| Technology | Biotech
| Management Strategy | DAM
| Miscellaneous
|
| << Back | Home | Articles & Reports | Links | Books | Places | Movies | Trivia |