Tag Archives: Customer Relation Management

There Is No Single Best Measure of Your Customers – HBR

A good read and a topic that is certainly on every small businesses’ mind today.  Which metrics to use?  Customer relations management, CRM.

Excerpt: Single-question customer metrics have become very popular. Companies all have their favorites. Some go for the traditional Customer Satisfaction measure, others the now famous Net Promoter Score. The most recent addition to this panoply is the increasingly popular Customer Effort Score, which tracks the amount of time and effort that customers have to put into solving after-sales problems.

Each claims to be the one metric that managers need to measure, monitor, and act on, because it promises a better correlation with business performance than any other existing measure.

So which of these is actually the best?

Read full article via There Is No Single Best Measure of Your Customers – Thorsten Wiesel, Peter C. Verhoef, and Evert de Haan – Harvard Business Review.

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9 Ways To Reward Employees To Reinforce Customer-Centric Behaviors | Forrester Blogs

Customer relations……..can this be stressed enough….I don’t think so.   This article points out there is a recommended foundation to put into place in order for the great customer service to have a chance……check out the 9 ways listed.

Excerpt……….When Forrester looks at building a customer-focused culture, we believe firms need some pre-cursors in place, such as a clear strategy and vision, metrics that reflect customer perceptions, and governance mechanisms that set standards and hold people accountable for changes.

Once those are in place, rewards systems are one powerful lever to keep employees focused on what’s important. My colleague Belle Bocal and I identified 9 ways that companies use reward systems to build a customer-centric culture.

Read full article…….via 9 Ways To Reward Employees To Reinforce Customer-Centric Behaviors | Forrester Blogs.

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Your Personal Data Store

This information is enlightening, a bit alarming and wonderful all rolled into one……  Read CRM

Excerpt……..A couple of weekend observations have just reminded me how vastly digestible my life is becoming to merchants (and surely to society’s overseers as well).

Read full article…….via Your Personal Data Store – Information Management Blogs Article.

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