Getting the most out of staff satisfaction surveys
- CallCentreHelper.com, September 2007 Are you talking to your staff on a regular basis to find out what they want and need from their jobs? If you’re only speaking to them once a year, you could be...
View ArticleAutomated survey gets an attitude adjustment, revealing customer satisfaction...
- Manufacturing Business Technology, November 1, 2007 In any service industry, getting timely input from customers can pave the way for future strategies and long-term goals. Enterprise feedback...
View ArticleAirmiles Gains Incremental Revenue by, Well, Asking for It
Timing is everything, especially in cross-selling efforts. British company Airmiles doesn't "sell" anything, but the company does rely on engagement and connecting its customers with the right...
View ArticleCustomer Feedback: Will Egg's research Tactics Hatch at Citi?
- Bank Technology News, December 2007 There's much to admire in Egg's marketing machine, how it quickly gathers and implements client feedback. The trouble Citi confronts is whether the service...
View ArticleTop 10 CRM Stories of 2007
- CustomerThink.com, December 31, 2007 It's been one of the most interesting years in a long time, whether you look at Customer Management from an enterprise, customer or technology perspective. Here...
View ArticlePodcast on Enterprise Feedback Management (EFM)
- b-eye Business Intelligence Network, January 7, 2008 Gary Schwartz discusses how Confirmit's Feedback Management software enables organizations to gather actionable intelligence and gain insight...
View ArticleConfirmit Continues Strong Growth
- MRWeb.com, January 25, 2008 Online research software firm Confirmit has posted a 68% increase in revenue for the final quarter of 2007, including 38% organic growth. The Q4 total of $12.8m includes...
View ArticleThe Ultimate Question to Life, the Universe, Business Success and Everything
- ICMI's Customer Management Insight, February 2008 The banks really do have it all figured out: "Past performance is no guarantee of future results". Communications from every investment bank and...
View ArticleTargeting
- NewMediaAge, February 14 2008 The days of sending the same email to all customers are gone. Now eCRM is about segmenting prospects and tailoring messages dynamically, reports Sean Hargrave.
View ArticleCustomer feedback: Are you putting it to use?
- MyCustomer.com, March 14 2008 Despite the massive amount of customer feedback information available today, very little of it is being put to productive use. So why aren't firms using their customer...
View ArticleEgg Customer Service Call Centre
- Customer Management Insight, April 3, 2008 John Jennick, Egg’s head of customer experience measurement, describes how capturing customer feedback during “moments of truth” has enabled the English...
View ArticleHatching a Customer-Connection Plan
- DestinationCRM.com, May 1, 2008 Egg, the British online bank, knows what its customers are thinking all the time, thanks to surveys conducted by Confirmit.
View ArticleRecession Strategy: Spend Money to Make Money (and Retain Customers)
- CustomerThink.com, May 5, 2008 The year so far has been filled with predictions of a recession on both sides of the Atlantic. Sitting at home in England, I find myself tightening my family's purse...
View ArticleEFM coming of age - but still long way to go
- Customer Strategy, July 2008 Enterprise Feedback Management is on the up and the vast majority of organisations now collect some kind of feedback from their customers - yet a tiny minority actually...
View ArticleTracking Attitude is Good for Business
- ContactCenterWorld.com, July 30, 2008 It comes as no surprise to anyone in the business community that customer experience management has risen to the boardroom as a key business issue. Today's...
View ArticleCalling It Quits
- Destination CRM, August 1, 2008 Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.
View ArticleConfirmit's Montreal Presentation: Rapid, Dense - Efficient?
- www.smrn.com, September 24, 2008 After Pat Molloy, chief strategist of Confirmit, had ravelled through his presentation in the "Parallel 2" hall of the Esomar congress, SMRN turned to the two people...
View ArticleCustomer Service Involves More Than a Quick Quote
- www.insurancenetworking.com, October 1, 2008 Most P&C insurers differentiate nearly exclusively on price, a point proven by a quick online rate check.
View ArticleUse Enterprise Feedback Management as a Customer Retention Tool
-www.xchangemag.com, November 5, 2008 Several years ago, while selling software into the British telecoms market, I met the CMO of a smallish network operator. He described the issues facing his...
View ArticleOntario City Click with e-Democracy
-http://www.itbusiness.ca, November 10, 2008 Confirmit customer Delvinia Interactive creates a web portal that offers residents or an Ontario, CA town an opportunity to make their opinions count...
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