Customer Experience: More Important Than Ever in Tough Times

September 27th, 2009

If customer experience is a viable differentiation strategy in good times, it is doubly so today. Read the rest of this entry »

Customer Experience: More Important Than Ever in Tough Times

September 27th, 2009

If customer experience is a viable differentiation strategy in good times, it is doubly so today. At a time when most firms will naturally gravitate toward a strategy of cutting back, hunkering down and laying off—because that’s what one is expected to do in hard times. Read the rest of this entry »

More important facts you cannot ignore - part 4

September 26th, 2009

Whenever you attend marketing, management or customer service conferences, you will hear the same exciting thing every time.

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The concept of LTV

September 25th, 2009

In spite of the obvious short and long term benefits, the concept of CLV  - Customer Lifetime Value - is hardly ever used outside certain industries with high acquisition costs.

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Good relations between your CRM and CEM

September 25th, 2009

As promised in the previous edition - Michael Leander Nielsen and TeleFaction provides you insights on how CRM and Customer Experience Management work effectively together. Read the rest of this entry »

Facts you cannot ignore as a customer service or marketing manager

September 25th, 2009

If you attend a marketing, management or customer service conference, you are bound to hear a whole bunch of quotes and “buzz-sentences”… Read the rest of this entry »

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