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Henry Ford once said, "A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large." With increasing global competition and changing customer dynamics, excellent service...
January 23, 2007
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It's a truism that "Customers buy a relationship, not a just a product, from you." Companies need to proactively implement and retain customer relationships if they want to continue selling their products long term. The real goal is to...
June 17, 2009
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You’re told all the time, "All you have to do is increase customer loyalty and that will drive more profit." What they don’t tell you is that just increasing loyalty will not always drive profit – it has to be...
October 28, 2009
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Who owns the customer? Good question. In recent years, corporate marketing organizations have divided and then subdivided into specialized units, such as acquisition, retention and revenue generation (cross-sell & up-sell). And they all...
July 30, 2008
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A recent Aberdeen study describes how companies are building competitive advantages with smart service chains that help them: Increase the availability of service assets. Improve resolution rates for first-time problems. Reduce...
August 5, 2008
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In today’s global business environment, companies need to achieve higher productivity from less resources, if they want to survive. Organizations want to develop optimal customer profitability, but this is easier said than done....
May 13, 2009
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In today’s business environment, organizations must retain customers and grow their value over time. Increasing customer retention by just one or two percent can have a dramatic impact on the overall profitability of a customer...
February 11, 2009
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: With a wealth of new service choices available to subscribers — and efficient, high-capacity new platforms from which to provide those services — these should be halcyon days for telecommunication service providers...
September 18, 2007
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Steve Messenger explains the retail Customer Loyalty Management Cycle and show how it sets the agenda for generating and using Customer Intelligence to improve business performance. This agenda encompasses: Understanding...
December 5, 2006
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In today’s marketplace, companies are constantly under pressure from shareholders to increase their profits; bundling has become a very popular way of trying to acquire more share of wallet from customers and improve customer retention....
April 8, 2009
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