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Customer Relationship Management ResourcesResult(s): 11 - 20 of 31
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If you want to keep your customers happy, you need to manage their requests, questions, and yes, their complaints. There are many customer relationship management systems out there to automate this process. This one happens to be quite powerful and there's a version of it that is available at no cost. We suggest that you go through the quick tour to see the dashboard that you can use to manage your contacts, lead tracking, sales request follow up and customer complaint case management. Every lead or query is numbered and tracked with a history of actions, and each can be assigned to a particular sales person or customer service rep for action. Answers to common questions can be managed with templates, integrated email campaigns or phone call automation. The complimentary version includes a corporate advertisement on your outbound communications; the professional version, priced at $14.95(US) per user, is sans ads.
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The Harley-Davidson website does a phenomenal job of utilizing technology to feed the Harley fever and sense of belonging to a cult of loyal customers. Start with customizing your dream machine online, but don't stop there. At the site you can book a hotel room, download a map or even ship your Harley and join thousands of like-minded souls at the Annual National Bikers Roundup Rally. You can customize a ride plan anywhere in the world, complete with all the best places to stop along the way, and share your plan with friends. You can register for a Harley racing event and pick up that photo of you at the finish line at the site. You can schedule a factory tour visit, find Harley enthusiasts anywhere in the world, and much more. Or you can buy a tee shirt and say you were there. It's a total Harley-Davidson experience.
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iTunes has two stellar benefits: 1) It is a way to manage your music on your desktop, regardless of whether or not you own an iPod; and 2) It is an excellent way to discover new music and (of course) generate more sales for iTunes. Import your CDs to your desktop, and then indulge in all that your personal iTunes jukebox offers. Sample music, videos, podcasts and audiobooks, find exclusive tracks created just for iTunes from your favorite artists, or get a jumpstart on your collection with iTunes Essentials, which are organized by mood, artist or theme. When you're browsing your own library, the built-in iTunes MiniStore highlights albums and songs from the iTunes Music Store that are similar to what you're looking at. Finally, you can share with others by publishing an iMix to the iTunes Music Store or reviewing the iMixes of others. Like what you see? Buy the tunes with the click of a button.
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LivePerson's live chat, email and knowledge base technologies are in service at more than 3,000 websites, from Toyota to Godiva to small businesses galore. With LivePerson installed, sales or customer service teams can chat with customers online in a secure, real-time environment. Chats can be initiated either by the customer or by the operator, who has a very useful full-service console installed on his or her desktop that gives all kinds of nifty information about the paths and actions of site visitors - including notification when "hot leads" are coming in from PPC advertisements. You can use LivePerson to co-browse with your visitors or to push information about products and marketing initiatives. Ready to chat? A free trial is available at the site.
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How do customers feel about loyalty marketing? Get the latest details from the most recent loyalty poll conducted by Maritz Loyalty Marketing, a leading loyalty program provider that's been in the incentive business for more than 70 years. Do men prefer points? Do women prefer rewards? What's hot in the credit card marketing sphere? You'll find out here. A few tidbits to whet your appetite: 72% of consumers with an income of $75K/year or more participate in at least one loyalty program; and 80% of all loyalty program members say their purchasing decisions are impacted by their participation.
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mySAP has helped companies such as VW, Sony, Hewlett-Packard, Monsanto and others monitor, track and act on every customer interaction across "all touch points." The application tracks customer activity from the moment an online sale occurs and stores all the information in a centralized portal based on the mySAP.com Workplace. This ensures that customer service representatives will work with consistent information, regardless of whether they are contacted online or via telephone. Assess your CRM effectiveness with the mySAP CRM Value Calculator. It will show you where your company stands in terms of "CRM maturity" and how you can increase profits by moving your CRM infrastructure along the continuum from isolated customer interactions to enterprisewide, results-oriented customer relationship management.
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This marketing agency helps clients with customer acquisition services, from prospect identification and lead generation campaigns to lead management, conversion and loyalty programs. Check out their Best Practices Center, which offers some introductory-level white papers on email marketing and integrated marketing communications. You'll also find a nifty Demand Generation Diagnostic Tool, which helps you evaluate how demand-oriented your marketing and sales programs are.
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When voice-activated avatars become available for less than a dollar a day, it's time to rethink online customer service. Oddcast’s VHost SitePal allows you to easily create speaking, animated characters (avatars) for your website or eBay auction listings. Your virtual customer service representative can be programmed to meet and greet potential clients, to tout the benefits of your products or services or to rattle off your elevator pitch -- all with the goal of moving visitors closer to a desired action while saving your precious time and resources. You can customize your rep's appearance, use your own speaking voice and even upload your own backgrounds. The average character rings in at around 60k, so they are viewable on both dial-up and broadband connections.
At the time of writing, the avatars boast huge upticks in conversion rates for clients, probably because they are both novel and entertaining. The basic service, which includes a one-year license for 5 "scenes" (a scene is the combination of a character, an audio message and a background), runs $119.95(US). Premium services, such as the ability to change messaging on the fly via a Web-based interface or by telephone or the use of an artificial intelligence engine that will enable your character to respond to user questions, are available for an extra fee. Clients include Coca-Cola, L'Oreal and Verizon; visit the site to see SitePals in action.
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Patricia Seybold is the author of customer relationship management classics Customers.com and The Customer Revolution. Her website offers strategic insights, technology guidance and best practice guides on the subject. Items worth checking out include the Customer Experience Scorecard, a gratis download that will help you gauge your level of customer focus based upon tenets of her books and consulting practice, as well as her Customer Support RFP, Self-Service Search RFP and Product Search RFP, which will help you explore your technical choices, build a list of your organization's customer service management and retention requirements and solicit RFPs from appropriate vendors.
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How do you measure customer loyalty? Learn from Polaris, customer satisfaction measurement specialists. First of all, to truly gauge customer satisfaction, a company must rely on much more than standard customer service (ie., "Were you pleased with our service?") inquiries. Polaris suggests that customers be questioned as to their feelings on the pricing, availability, value, performance and integrity of your products and company as compared to your competitors. One of the services that Polaris offers is a "vulnerable customer" profile that can be mapped back to your existing customer database, so that proactive actions can be taken to save them (or win them back) and improve your customer retention. To learn more, visit their extensive and enlightening Insight Education Center, where you'll discover best practices in customer surveys, sample size calculators and more.
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