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Experts Corner
"How Can Email Marketing Help Me Keep Customers and Build Customer Relationships?"

Dan Forootan, StreamSend
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Highlights
Four Ways Social Media Impacts CRM

Social media offers four of game-changing extensions to existing CRM capabilities for the creation of truly unified customer experiences.
by Joe Stanhope
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CRM Today - Customer Service Customer Relationship Management (CRM) Today - Library - Customer Service
Customer retention and satisfaction take on heightened importance in a difficult economy. What techniques and technologies will help keep customers happy?
Author: By Tim Kraskey, VP of Marketing and Business Development, Calabrio, Inc.
Company: Calabrio, Inc.
Doc Type: Article
Format: HTML
Abstract: In a downturn, many businesses turn to cutbacks to survive – whether in terms of budget, staff, or training reductions. Unfortunately, customer service can suffer as a result. But it is just as important to put as much energy – or more – into customer satisfaction and retention during hard economic times. After all, it is always less expensive to keep the customers you have than to acquire new ones. Research shows a direct correlation between the quality of a company’s customer service and its stock price. Unhappy customers lead to unhappy shareholders, and poor customer service is bad business.
Topics: eCRM | Customer Service |
 
What Makes Self-Service Really Work?
Author: By Kate Leggett, Director e-Service Product Strategy
Company: KANA
Doc Type: Article
Format: HTML
Abstract: Customer loyalty is shaped by great service experiences. The basic ingredients of usability, findability and a healthy knowledgebase comebine to help provide users with accurate, complete, and personalized answers to their questions.
Topics: Knowledge Management | Customer Service | Content Management
Industry: Finance | Telco | Retail | Utilities | Government | Healthcare
CRM Function: Customer Loyalty | Customer Retention
CRM Methology: CRM Strategy | CRM Overviews |
 
How CRM Can Prevent Customer/Agent Backlash
Author: By Joe Taylor Jr.
Doc Type: Article
Format: HTML
Abstract: In a recent post at the CRM Software Blog, Joe Taylor Jr. discusses how companies can prevent conflict between service providers and their customers. "As companies use the new year to set new standards for the relationships between customers and service professionals, another interesting thread has emerged in the mainstream media. What if the customer's not always right? What if the customer's wrong?" He advises using CRM tools to track the long-term relationship between businesses and customers. "In many call centers, audio recordings of conversations can now be attached to customer records within CRM software databases...some stores even allow front line service personnel the ability to attach notes to transactions, flagging questionable behavior or potential miscommunications." Using a CRM system allows businesses to see a customer's history at a glance, aiding the goal of clear communication. Taylor concludes, "The more information you have in your CRM software about a customer, the better a decision you can make when faced with a service recovery issue." Read more at the blog here.
Topics: Customer Service |
Industry: Finance | Telco | Retail | Utilities | Government | Healthcare
CRM Function: Customer Profitability |
CRM Methology: CRM Strategy |
 
How to Profit in a Downturn-4 Customer-Centric Strategies for Growth in a Challenging Market (Pivotal)
Author: By Pivotal
Doc Type: White Paper
Format: PDF Size: 156 kb
Abstract: The meltdown of the sub-prime mortgage industry hit the housing and financial markets hard, but its ripple effects, combined with general economic uncertainty, have resulted in a slowdown being felt across industries and around the world. But even in a time of uncertainty and contraction, smart companies can find opportunity and growth. The secret lies in the invaluable assets your company already has: your customers. In this whitepaper from Pivotal, read how your organization can use customer-centric strategies and CRM tools to do more with less, not only surviving, but thriving, in a time of economic uncertainty.
Topics: Customer Analytics | Relationship Marketing | Customer Service | Web Services |
Industry: Finance | Telco | Retail | Utilities | Government | Healthcare
CRM Methology: CRM Strategy | CRM Overviews |
 
5 Keys to Maximizing B2B Lead Conversion to Win More Deals (Maximizer)
Author: By Maximizer
Doc Type: White Paper
Format: PDF Size: 204 kb
Abstract: The market downturn makes lead conversion increasingly important. In-fighting between marketing and sales over whose responsibility it is to convert that lead won't generate revenue. Working together on lead processing, qualification, follow-up, and nurturing converts more leads into customers. Maximize the value of your processes by incorporating your CRM system effectively. In this white paper from Maximizer, you will learn five keys to improving lead management to win more deals.
Topics: Relationship Marketing | Knowledge Management | Business Intelligence | Customer Service |
Industry: Finance | Telco | Retail | Utilities | Government | Healthcare
CRM Function: CRM ROI | Customer Loyalty | Customer Profitability | Customer Retention
CRM Methology: CRM Strategy |
 
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