Most business owners and executives would concur that customer satisfaction is key to long-term business success. And yet, it doesn’t take much these days to lose a customer. Even if customers are satisfied, they may switch companies. After all, Business Week has reported that 60% and 80% of defecting customers describe themselves as “satisfied” or “very satisfied” just before they leave. Especially in today’s challenging economic environment, customer satisfaction is not enough.
Posts Tagged ‘Customer relationship management’
Customer Engagement Management Tools for Organizing Customer Feedback
Wednesday, August 26th, 2009Customer Alerts: Turning Customer Feedback into Immediate Sales
Thursday, August 20th, 2009
All too often, market research data is only folded into long-term trend analysis. Don’t get me wrong–it’s better to have some information than none at all. Still, this isn’t your grandmother’s market research. Companies no longer have to spend weeks or months analyzing data from customer feedback surveys, only to hope that their conclusions are correct for the next big marketing push. Experienced firms can determine which best practices actions will have the greatest impact on Customer Engagement. Good CEM (Customer Engagement Management) solutions should also offer stakeholders the ability to adjust their responses to customer feedback in real time. In other words, the customer feedback you collect today should be used later today to improve customer relationships, recover disgruntled clients, and grow new business.
Using Customer Engagement Management to Create a Culture of Accountability
Wednesday, July 29th, 2009
In their song “Won’t Get Fooled Again,” The Who expresses the common view of management in the line, “Meet the new boss, same as the old boss.” Most employees see their employers as just another authority figure to follow. In this Pavlovian system, the employer uses carrots and sticks to motivate the employee to work. Employees work because they need payment and benefits (carrots), and/or because they fear what will happen if they lose their jobs (sticks). However, some education and business organizations are moving beyond this classic approach, instead opting for systems that allow management to act more as guides who help employees exceed their own goals and expectations.