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Customer Relationship Management ResourcesResult(s): 21 - 30 of 31
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What do your customers want? What will keep them coming back? Perhaps you should ask them, using a Web-based ASP survey tool. There are many such tools out there - the benefit of this website is the survey template library, which you can peruse at no cost. Within there are hundreds of industry standard survey templates which will help you figure out the right way to ask questions so that you get the information you need. Setting up your survey is a simple point-and-click process, where you type in your question and then choose the answer range that you are looking for, such as a 1-5 scale, etc.
Whether or not you choose this solution, you can use the site to learn more about the art and science of customer retention surveys. For example, there is a tutorial on how to create a survey to specifically measure customer loyalty. You can also learn how to set up survey questions so that you can perform sophisticated response measurement, such as TURF analysis (Total Unduplicated Reach and Frequency), trend analysis and conjoint analysis, which is a model and technique used to assess the different weights individuals place on the variables presented to them in a given purchase situation. Subscription fees start at $29(US) per month and there is a complimentary trial available at the site.
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This site was created to give senior level executives information on how to create a corporate culture that fosters excellent customer service. It's like having all the current "customer first" philosophies topping the best seller lists in one convenient location. You'll find the latest technologies, tools and trends related to fostering customer loyalty, retaining current customers, delivering a high quality customer experience and streamlining operations. Benchmark yourself against other companies, peruse in-depth weekly email newsletters and research reports, consult vendor guides and expert insights and more.
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In an ideal world, customer retention is driven by your company's USP (Unique Selling Proposition) rather than out-and-out bribery. But what to do when so many loyalty programs cost a pretty penny and serve up exactly what your competitors are offering? How about giving customers innovative and more valuable ways to interact with your products or services? Many retailers have found that gift registries are a significant driver of sales and retention, even for companies outside the traditional gift-giving sphere. For example, eight weeks after launch, REI's very sophisticated multi-channel registry generated 6,000 gift lists and twice that many new customers who were eager to buy gifts for the original customer core of initial registrants. Visit the site for inspiration and do click on the "fantastic features" link to see how REI integrates the registry with all facets of its business.
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Say you want to start a rewards program but lack the time and/or the funds to create a major program from scratch. Rewards Network is a provider of dining and hotel rewards and credit card loyalty program with a network of over 10,000 participating restaurants and over 7,000 hotels and resorts nationwide. The company also operates privately-branded and co-branded dining and hotel programs that offer members reward currencies that range from airline miles and Cashback Rewards savings to loyalty points redeemable for goods and services. Partners include nine major airlines and many of the nation's largest bankcard issuers. As an affiliate you can drive your customers to the Rewards Network and earn money yourself; as a partner you can tap into a well-established network to develop a co-branded program of your own.
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RSS (Really Simple Syndication) is an excellent customer retention tool that allows you to deliver news, updates or product/service listings to your customers as they are published. In many business situations, customers appreciate - and require - just-in-time notices and RSS is the way to deliver this information to them. This site is a directory of RSS feeds across hundreds of different categories, which you can browse through to see how your competitors are (or are not) using this valuable tool to retain customers. You can also get ideas from companies that are similar or entirely different from yours. Everything from links to where you can sign up for the RSS Feed for Active AMBER Alerts to the link to the RSS feed for the commercial real estate listings as they published by the Sacramento Bee can be found here.
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One of the leading providers of analytic software, SPSS is in the field of "predictive marketing." SPSS offers data mining tools for a variety of marketing and operational uses, for statisticians, finance people, scientists, you name it. And there's a bonus - at the site you will find dozens of white papers and demos covering everything you ever wanted to know about predictive analytics.
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How is your industry vertical handling CRM? CRM software company Talisma offers a robust vertical-market resource guide for the CRM professional. This section tells you why and how retailers, financial services companies, call centers, insurance companies and educational institutions are utilizing CRM technology by rounding up relevant articles and statistics by vertical from around the Web. Also check out the ROI/Statistics section for relevant articles and studies on CRM return on investment. Handy.
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Based in Ireland, The Customer Respect Group is an international research and consulting firm that uses its Customer Respect Index (CRI) methodology to help companies measure and improve how they treat their customers online versus their competition. The Index was developed to provide benchmark information that highlights how companies can show "respect" for their online customers, for the benefit of both the customer and the company.
The elements used in evaluating a company’s respect index include privacy policies, measures taken to protect customer data, responsiveness to customer inquiries, simplicity in ease of use of website and the attitude a company takes toward its customers overall. Check out the site for interesting examples of CRIs by industry. The impressive client list includes Xerox, AT&T, FedEx, Dole Food and a host of other Fortune 500 corporations. Consulting services are quite pricey, but you will find free performance reports on virtually every online sector at the site.
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Ellen Reid Smith has loyalty on the Web nailed. She offers a lot of wisdom for free at her site, including reports such as "7 Steps to Building an e-Loyalty Strategy" and "Why Companies Underestimate Their e-Loyalty ROI." Her company specializes in teaching e-marketers how to develop e-loyalty strategy and tactics to retain customers. They also provide guidance for finding the right e-loyalty and CRM tools. Is your company generating e-Loyalty? Take the e-Loyalty Quiz on the site to find out.
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Walker Information provides services that measure, interpret and manage customer loyalty, such as projecting retention of a customer base; identifying customers that are at risk; and pinpointing strategies and tactics that will retain them or "win back" those who have left the fold. Services range from a full-fledged agency type relationship to simple, DIY and pay-as-you-go survey tools. Walker also publishes two no-cost items well worth your review: 1) extensive Loyalty Reports on the health insurance, financial services, food and drug, information technology and telecommunications industries; and 2) a monthly newsletter entitled "Stakeholder Power," which provides monthly insights on building business loyalty.
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