Customer Care Article

Ruth P. Stevens’s picture

By: Ruth P. Stevens

As the initial wild enthusiasm for customer relationship management (CRM) begins to plateau, and companies become increasingly skeptical of inflated claims for success, it’s time to take a hard look at how CRM projects should be measured. What is “successful” CRM, anyway? How will you know it when you see it? When will your millions of dollars in CRM investments pay off?

Taran March @ Quality Digest’s picture

By: Taran March @ Quality Digest

They sound like words and have a mysterious dignity rolling off the tongue. Their meanings seem both apparent and elusive. If an alien delegation landed on Earth, words like these might feature in their formal greetings. They are the most expensively researched neologisms in use around the globe.

What are they? Pharmaceutical brand names like Advil, Zantac, Lipitor, and Xolair. Azor, Exelon, Zostavax, and Chantix. Gardasil, Cubicin, Levemir, and Sensipar.

J.D. Power and Associates’s picture

By: J.D. Power and Associates

According to the recently released J.D. Power 2016 Member Health Plan Study, critical factors of health plan member satisfaction are highest in areas of the country that have more competition between different health plans.

Knowledge at Wharton’s picture

By: Knowledge at Wharton

Today, design has a seat at the table. With the success of products like the iPod and the iPhone, businesses have realized that a good user experience is key for improving the bottom line. Yet even with this determined focus on design, most digital experiences fall short of user expectations.

American Customer Satisfaction Index ACSI’s picture

By: American Customer Satisfaction Index ACSI

Two years removed from its all-time high, customer satisfaction with the retail trade sector fell for a second consecutive year, sliding 2.6 percent to an ACSI score of 74.8. Despite the decline for 2015, the overall score for retail stands almost exactly at its long-term average (74.6).

Joerg Niessing’s picture

By: Joerg Niessing

I’ve noticed that many companies are using the trendy term “digital transformation” without fully understanding what it means. Leveraging digital technology to make organizational processes and offerings more efficient may increase profit margins in the short term. But a true digital transformation confers lasting advantage by revolutionizing the entire customer experience across all digital touchpoints.

Kevin Cundiff’s picture

By: Kevin Cundiff

Ask how you can help, always keep a smile, respond to requests promptly... the list goes on. You’ve probably been exposed to an abundance of tips and tricks about how to become more customer-friendly.

American Customer Satisfaction Index ACSI’s picture

By: American Customer Satisfaction Index ACSI

Customer satisfaction with personal computers is down for a third straight year, according to new data from the American Customer Satisfaction Index (ACSI). The ACSI Household Appliance and Electronics Report 2015 includes desktops, laptops, and tablet computers, as well as household appliances, televisions, and video players.

Dick Wooden’s picture

By: Dick Wooden

Many organizations talk about understanding customers and their needs, but few truly understand what customers value most. As we approach the end of the year, it’s a good time to reflect back on this year’s customer experiences and consider the following aspects of understanding your customer.

Take the following quiz and see how your organization rates:

Nawal Mohsina’s picture

By: Nawal Mohsina

The difference between a good product and a great solution isn’t just the quality of the technology but how the solution is presented and marketed internally. We all have personal technology devices that we love. Whether it’s a Microsoft Surface, iPhone, or Bose noise-cancelling phone, users line up for the next upgrade before the new features are even announced. No one needs to push these. So how can we make customer relationship management (CRM) just as enticing? Our favorite devices offer some clues.

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