Customer management systems have evolved dramatically, offering everything from simple contact tools to complex, enterprise-wide platforms. With so many options available, selecting the right solution can feel overwhelming. The decision is further complicated by the explosion of customer data, the... more
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This course is Part 1 of a two-course series designed to help organizations unlock one of their most valuable sources of insight: the honest feedback of buyers. Implementing a Win/Loss Intelligence Program gives organizations direct access to the perspectives of existing customers and lost... more
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(design and creation being planned) One of the largest challenges facing organizations is the need to maximize customer engagement and increase revenue while minimizing the cost of delivering an outstanding customer experience. With rising customer acquisition costs, organizations are turning... more
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(design and creation being planned) In an effort to close the loop on your intelligence programs, you need to recognize that your competitors will be performing intelligence initiatives against your organization as well. Whether your organization realizes it or not, right this second it is under... more
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Customers are one of the most important, and often the only, revenue producing assets for an organization. Managing these important assets, therefore, requires a systematic and disciplined approach toward achieving a sustainable competitive advantage. In general, retention and loyalty programs are... more
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One of the biggest risks an organization faces is the existence of a number of organizational blind spots. Blind spots are areas in which business professionals fail to notice or understand important information and thus lead their organization into one of any number of traps. These include... more
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