Stephen R. Covey’s bestseller ‘The 7 Habits of Highly Effective People’ is one of the most influential business books of all times, selling more than 40 million copies and inspiring and transforming leaders all over the world.
Marketers of the biggest brands will tell you that customer retention plays a key role in the profitability and growth of companies.
Customer service management is a term that refers to practices, strategies, and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention, and driving sales growth.
Deployed intelligently, discounts are valuable tools in the battle for customers’ online spending, acting as important triggers for purchases and upsells. Intense competition, however, means many retail organizations use discounts in ways that undermine revenues.
CRM, of course, stands for customer relationship management, and that is exactly where its value lies: managing and supporting external customer relationships while simultaneously integrating […]
Your product or service revolves around your customers and their experience. So when they use your products, how do you know if they’re satisfied with them? Or if they’re dissatisfied?
Customer Experience (CX) is becoming a significant concern for most business owners. In recent years we have seen many small and large companies investing a fortune to improve customer experience and stay ahead of the competition.
Businesses are navigating an increasingly complex world. Consumers are more aware of their data privacy rights, and the Covid-19 pandemic has accelerated behavioral shifts that are here […]
A positive brand experience rarely results from just one interaction. Companies need to adopt a joined-up approach so that every interaction with a consumer produces those same warm feelings of brand belonging.
I’m a long-time advocate for Customer Relationship Management, both the business strategy and the supporting software. And each year I perform an industry assessment on how CRM is evolving.
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