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CustomerThink
(39 results)-
White Papers
Customer Experience Management: The Value of "Moments of Truth"
May 1, 2006, 12:00am PDT
To manage customer experiences, one must first understand what "Customer experience" means. It's almost as difficult to pin down as "Customer relationship." Customer experiences include every...
Provided by CustomerThink
-
White Papers
Improving Sales Productivity: An Opportunity for Sales and IT Leadership
April 1, 2008, 12:00am PDT
In boom times or not, increasing sales revenue is nearly always a top business objective for enterprises large and small. The key question, of course, is how? This paper introduces marketing...
Provided by CustomerThink
-
White Papers
The Need For Change Management On CRM/Customer Engagement Journeys
January 1, 2010, 12:00am PST
Whether it's a new or upgraded CRM system, a drive to get more out of existing technology or even a change in the philosophy of CRM for the company - it all requires some form of change...
Provided by CustomerThink
-
White Papers
Everything You Always Wanted To Know About Organizational Alignment
January 1, 2010, 12:00am PST
Structures, in Galbraith's model, refer to specialization, shape, distribution of power, and departmentalization. Here, alignment with the other parts of the model is essentially provided thanks...
Provided by CustomerThink
-
White Papers
CRMBodyCheck: CRM Metrics From GreaterChinaCRM.org
January 1, 2010, 12:00am PST
To cope with the difficulties of ROI measurement and benchmarking of CRM implementations, GreaterChinaCRM has developed a full set of measurement metrics based not only on technologies, but also...
Provided by CustomerThink
-
White Papers
BI In 2004: It Becomes Affordable For SMBs
January 1, 2010, 12:00am PST
One of the biggest trends for the CRM industry in 2004 was the availability of CRM applications with built-in BI capabilities designed specifically for the small and medium-size business (SMBs)...
Provided by CustomerThink
-
White Papers
Business Intelligence: Man And Machine
January 1, 2010, 12:00am PST
Keys to Success for Business Intelligence initiatives: Develop a clear model of the KPIs for your business, or for segments of your business, and their relevance and impact on your understanding...
Provided by CustomerThink
-
White Papers
All Eyes On Data Starvation In The Indian Pharmaceutical Industry
January 1, 2010, 12:00am PST
The Indian pharmaceutical industry is a US $5.0 billion market with 300,000+ individual chemist outlets, vending 60,000 formulations. The medical insurance model works on a "Reimbursement mode,"...
Provided by CustomerThink
-
White Papers
The Next Frontier In Contact Centers? Reining In "Unstructured" Data
January 1, 2010, 12:00am PST
Contact centers waste 90 percent to 98 percent of actionable customer insights because they lack the process, technology and applications to capture, analyze and leverage "Unstructured" sources of...
Provided by CustomerThink
-
White Papers
The Holy Grail Of Sales Is BI On The Go
January 1, 2010, 12:00am PST
While operational business intelligence and wireless mobile services have been on convergent paths for some time, several recent enhancements to technologies and the market adoption of analytical...
Provided by CustomerThink
-
White Papers
You Have To Be Agile: How Technology Is Changing Your Approach To Customers
January 1, 2010, 12:00am PST
In the 1980s, financial institutions started rolling out their new automated teller machines, banking on the idea that customers would pay for this convenience. At first, the ATMs were not warmly...
Provided by CustomerThink
-
White Papers
Marketing Executives Sought-But Didn't Quite Find-More Accountability In 2005
January 1, 2010, 12:00am PST
Over the past few years, analytic CRM and marketing applications have been among the most active and fast growing areas within CRM. One saw that trend continuing in 2005. Perhaps the biggest story...
Provided by CustomerThink
-
White Papers
Odds Say Alliances Will Fail: But You Can Buck Those Odds
January 1, 2010, 12:00am PST
The first partner is not always the best partner: Even if you are approached by a partner who appears to be appropriate, move quickly from a reactive to a proactive mode. Perform due diligence on...
Provided by CustomerThink
-
White Papers
The Burgeoning China Market Still Doesn't Quite Grasp CRM
January 1, 2010, 12:00am PST
CRM is still in its infancy in China, but there are signs that the industry will be awakening soon. China is a burgeoning market, ripe for customer relationship management. It's simply a matter of...
Provided by CustomerThink
-
White Papers
Adoption: The Overlooked Key To CRM Deployment Success
January 1, 2010, 12:00am PST
In early 2003, a large regional communications service provider (CSP) deployed a sales effectiveness solution to thousands of sales users. This sales effectiveness application is designed to boost...
Provided by CustomerThink
-
White Papers
Customer First Teams Can Help Companies Succeed
January 1, 2010, 12:00am PST
It's safe to say that most companies give little or no thought to creating a team-based culture that optimizes employees' efforts to create customer loyalty and advocacy or keep customers from...
Provided by CustomerThink
-
White Papers
The Journey Toward Customer-Centricity
January 1, 2010, 12:00am PST
You can't fudge customer-centricity. If you declare through your brand and advertising that you are customer-centric, the customer has an expectation of what that means, and it's not something you...
Provided by CustomerThink
-
White Papers
Dabbawallahs: They May Be On Bicycle, But They Practice CRM
January 1, 2010, 12:00am PST
Known for their high-quality service and low cost, the dabbawallahs scored a six sigma ranking by Forbes Global, meaning that their percentage of "correctness" was 99.999999 or more. In simple...
Provided by CustomerThink
-
White Papers
Contact Centers Will Come Of Age
January 1, 2010, 12:00am PST
he shift away from CRM technology to contact centers as the customer interaction hub has other benefits. It's a shift in focus from technology to social science; from slippery shifting marketing...
Provided by CustomerThink
-
White Papers
The Nine Truths Of Relationship Marketing
January 1, 2010, 12:00am PST
The marketing world continues to change and every business needs to adopt a carefully crafted position that supports how to best interact with its customers. It's not the same for every company...
Provided by CustomerThink
-
White Papers
The Impact Of Revenue Execution On Suppliers And Customers
January 1, 2010, 12:00am PST
Due to differing goals and frequently widespread locations, efficient communication and information sharing among the varied departments can be a challenge. Adding to this challenge is the fact...
Provided by CustomerThink
-
White Papers
Customer-Focused Selling Really Works-For Your Business And The Customer
January 1, 2010, 12:00am PST
Expectations were high for the new direct sales center that Timeless Insurance, Inc. (not the real company name) had created. TV and print ads were running, supplemented by a new web site and...
Provided by CustomerThink
-
White Papers
Acquiring Customers In The Post-Dot Com Era: How To Keep Your Pipeline Healthy
January 1, 2010, 12:00am PST
Complicating the lack of focus on customer acquisition was the notion that CRM technology was the savior of the business world. Many executives took to the Field of Dreams notion of "Build it and...
Provided by CustomerThink
-
White Papers
Seven Organizational Hurdles That Kill Customer Centric Marketing
January 1, 2010, 12:00am PST
The business press is full of stories about lack of performance or failure of CCM programs. In many cases, the real failure occurred when the marketer purchased CRM or Loyalty Marketing tools...
Provided by CustomerThink
-
White Papers
Top U.K. Companies Miss Opportunities In Face-to-Face Contact
January 1, 2010, 12:00am PST
When you can meet your customers face to face, you can gain tremendous marketing advantages. You protect your brand image at its most vulnerable point. Your service levels can be delivered...
Provided by CustomerThink
-
White Papers
Measurement Should Be From The Customer's Point Of View
January 1, 2010, 12:00am PST
To link marketing activity to business results, you have to look at all of the critical components driving marketing performance - data, tools, people and processes. To effectively analyze...
Provided by CustomerThink
-
White Papers
If You Benchmark, You'll Find Customer-Centricity Sells Itself
January 1, 2010, 12:00am PST
Every company is absolutely convinced that it is customer centric. Serving the customers, the CEO will argue, is what everyone in his operation does. After all, he sent a memo to everyone in the...
Provided by CustomerThink
-
White Papers
Everyone Should Have The Same Mission: Satisfied Customers
January 1, 2010, 12:00am PST
In reality, for all the talk of customer relationship management over the last 10 years, almost all contact centers are still considered cost centers. But when you consider them as cost centers,...
Provided by CustomerThink
-
White Papers
No Call Center, No Business. Really
January 1, 2010, 12:00am PST
There is a large assembly of all your customers. They have questions. Some want to buy your product but need more information first. Some have questions about how your product works or how it...
Provided by CustomerThink
-
White Papers
Don't Let Your Strategy Be Another Statistic: Here Are Four Keys To Making It Work
January 1, 2010, 12:00am PST
How does your organization develop new business strategies? If it fits the norm, your CEO and several close associates hole up in a comfortable spot where they can play golf one day and ski the...
Provided by CustomerThink
-
White Papers
When It Comes to Strategy, Don't Take A Page From Telecoms
January 1, 2010, 12:00am PST
Looking after existing customers is just common sense. Using technology to help in this process also makes sense - but only if it is part of an overall customer management strategy that involves...
Provided by CustomerThink
-
White Papers
The Balanced Scorecard Makes Intangibles Tangible And Your Strategy Workable
January 1, 2010, 12:00am PST
Developed in 1990 by Kaplan and Norton, the Balanced Scorecard is based on a simple, yet profound, basic premise. Financial measures are, and always will be, important, but they must be...
Provided by CustomerThink
-
White Papers
The Demand For Loyalty Marketing: Top 10 Trends
January 1, 2010, 12:00am PST
In today's marketplace, companies face many issues that increase the demand for marketing strategies focusing on customer loyalty. More and more, companies realize that their most precious asset...
Provided by CustomerThink
-
White Papers
Back Office CRM Is Critical For Complex Sales Processes
November 13, 2009, 12:00am PST
As the market for customer relationship management (CRM) solutions matures, more and more companies are realizing that traditional, stand-alone CRM systems can become a real barrier to business...
Provided by CustomerThink
-
White Papers
CrowdService: A Clear And Present ROI For Social CRM
June 26, 2009, 12:00am PDT
People have always been social, but companies have traditionally operated in a more command-and-control manner. CRM (as commonly practiced by most companies) is an internally focused approach to...
Provided by CustomerThink
-
White Papers
Customer Intelligence For Sales, Marketing And CRM Using Blogs
November 6, 2009, 12:00am PST
In these times of data overload, businesses are facing a data explosion as enormous volumes of consumer-generated content vie for organizational attention. Concepts of knowledge discovery and...
Provided by CustomerThink
-
White Papers
Data Mining Can Help Retailers Realize The Promise Of Enterprise CRM Systems
December 17, 2007, 12:00am PST
Organizations have spent vast amounts of money in pursuit of the perfect CRM system, yet the full promise of CRM is rarely realized. The original premise of CRM was threefold: To understand...
Provided by CustomerThink
-
White Papers
You And Your Employees Must Live A CRM Collaborative Culture
July 2, 2007, 12:00am PDT
The European low-cost airline EasyJet is known for having a culture that motivates employees, which in turn leads the employees to make the customers feel welcome. That is what happens when an...
Provided by CustomerThink
-
White Papers
A Customer-Experience Map Points The Way For One Insurance Company
March 26, 2007, 12:00am PDT
The words "Customer centric" and "Insurance company" typically are not used in conjunction with one another. In fact, most consumers would say just the opposite. Mapping is an important tool for...
Provided by CustomerThink
-
White Papers
A Customer-Experience Map Points The Way For One Insurance Company
March 26, 2007, 12:00am PDT
The words "Customer centric" and "Insurance company" typically are not used in conjunction with one another. In fact, most consumers would say just the opposite. Mapping is an important tool for...
Provided by CustomerThink
-
White Papers
You And Your Employees Must Live A CRM Collaborative Culture
July 2, 2007, 12:00am PDT
The European low-cost airline EasyJet is known for having a culture that motivates employees, which in turn leads the employees to make the customers feel welcome. That is what happens when an...
Provided by CustomerThink
-
White Papers
Data Mining Can Help Retailers Realize The Promise Of Enterprise CRM Systems
December 17, 2007, 12:00am PST
Organizations have spent vast amounts of money in pursuit of the perfect CRM system, yet the full promise of CRM is rarely realized. The original premise of CRM was threefold: To understand...
Provided by CustomerThink
-
White Papers
Customer Intelligence For Sales, Marketing And CRM Using Blogs
November 6, 2009, 12:00am PST
In these times of data overload, businesses are facing a data explosion as enormous volumes of consumer-generated content vie for organizational attention. Concepts of knowledge discovery and...
Provided by CustomerThink
-
White Papers
CrowdService: A Clear And Present ROI For Social CRM
June 26, 2009, 12:00am PDT
People have always been social, but companies have traditionally operated in a more command-and-control manner. CRM (as commonly practiced by most companies) is an internally focused approach to...
Provided by CustomerThink
-
White Papers
Back Office CRM Is Critical For Complex Sales Processes
November 13, 2009, 12:00am PST
As the market for customer relationship management (CRM) solutions matures, more and more companies are realizing that traditional, stand-alone CRM systems can become a real barrier to business...
Provided by CustomerThink
-
White Papers
The Demand For Loyalty Marketing: Top 10 Trends
January 1, 2010, 12:00am PST
In today's marketplace, companies face many issues that increase the demand for marketing strategies focusing on customer loyalty. More and more, companies realize that their most precious asset...
Provided by CustomerThink
-
White Papers
The Balanced Scorecard Makes Intangibles Tangible And Your Strategy Workable
January 1, 2010, 12:00am PST
Developed in 1990 by Kaplan and Norton, the Balanced Scorecard is based on a simple, yet profound, basic premise. Financial measures are, and always will be, important, but they must be...
Provided by CustomerThink
-
White Papers
When It Comes to Strategy, Don't Take A Page From Telecoms
January 1, 2010, 12:00am PST
Looking after existing customers is just common sense. Using technology to help in this process also makes sense - but only if it is part of an overall customer management strategy that involves...
Provided by CustomerThink
-
White Papers
Don't Let Your Strategy Be Another Statistic: Here Are Four Keys To Making It Work
January 1, 2010, 12:00am PST
How does your organization develop new business strategies? If it fits the norm, your CEO and several close associates hole up in a comfortable spot where they can play golf one day and ski the...
Provided by CustomerThink
-
White Papers
No Call Center, No Business. Really
January 1, 2010, 12:00am PST
There is a large assembly of all your customers. They have questions. Some want to buy your product but need more information first. Some have questions about how your product works or how it...
Provided by CustomerThink
-
White Papers
Everyone Should Have The Same Mission: Satisfied Customers
January 1, 2010, 12:00am PST
In reality, for all the talk of customer relationship management over the last 10 years, almost all contact centers are still considered cost centers. But when you consider them as cost centers,...
Provided by CustomerThink
-
White Papers
If You Benchmark, You'll Find Customer-Centricity Sells Itself
January 1, 2010, 12:00am PST
Every company is absolutely convinced that it is customer centric. Serving the customers, the CEO will argue, is what everyone in his operation does. After all, he sent a memo to everyone in the...
Provided by CustomerThink
-
White Papers
Measurement Should Be From The Customer's Point Of View
January 1, 2010, 12:00am PST
To link marketing activity to business results, you have to look at all of the critical components driving marketing performance - data, tools, people and processes. To effectively analyze...
Provided by CustomerThink
-
White Papers
Top U.K. Companies Miss Opportunities In Face-to-Face Contact
January 1, 2010, 12:00am PST
When you can meet your customers face to face, you can gain tremendous marketing advantages. You protect your brand image at its most vulnerable point. Your service levels can be delivered...
Provided by CustomerThink
-
White Papers
Seven Organizational Hurdles That Kill Customer Centric Marketing
January 1, 2010, 12:00am PST
The business press is full of stories about lack of performance or failure of CCM programs. In many cases, the real failure occurred when the marketer purchased CRM or Loyalty Marketing tools...
Provided by CustomerThink
-
White Papers
Acquiring Customers In The Post-Dot Com Era: How To Keep Your Pipeline Healthy
January 1, 2010, 12:00am PST
Complicating the lack of focus on customer acquisition was the notion that CRM technology was the savior of the business world. Many executives took to the Field of Dreams notion of "Build it and...
Provided by CustomerThink
-
White Papers
Customer-Focused Selling Really Works-For Your Business And The Customer
January 1, 2010, 12:00am PST
Expectations were high for the new direct sales center that Timeless Insurance, Inc. (not the real company name) had created. TV and print ads were running, supplemented by a new web site and...
Provided by CustomerThink
-
White Papers
The Impact Of Revenue Execution On Suppliers And Customers
January 1, 2010, 12:00am PST
Due to differing goals and frequently widespread locations, efficient communication and information sharing among the varied departments can be a challenge. Adding to this challenge is the fact...
Provided by CustomerThink
-
White Papers
The Nine Truths Of Relationship Marketing
January 1, 2010, 12:00am PST
The marketing world continues to change and every business needs to adopt a carefully crafted position that supports how to best interact with its customers. It's not the same for every company...
Provided by CustomerThink
-
White Papers
Contact Centers Will Come Of Age
January 1, 2010, 12:00am PST
he shift away from CRM technology to contact centers as the customer interaction hub has other benefits. It's a shift in focus from technology to social science; from slippery shifting marketing...
Provided by CustomerThink
-
White Papers
Dabbawallahs: They May Be On Bicycle, But They Practice CRM
January 1, 2010, 12:00am PST
Known for their high-quality service and low cost, the dabbawallahs scored a six sigma ranking by Forbes Global, meaning that their percentage of "correctness" was 99.999999 or more. In simple...
Provided by CustomerThink
-
White Papers
The Journey Toward Customer-Centricity
January 1, 2010, 12:00am PST
You can't fudge customer-centricity. If you declare through your brand and advertising that you are customer-centric, the customer has an expectation of what that means, and it's not something you...
Provided by CustomerThink
-
White Papers
Customer First Teams Can Help Companies Succeed
January 1, 2010, 12:00am PST
It's safe to say that most companies give little or no thought to creating a team-based culture that optimizes employees' efforts to create customer loyalty and advocacy or keep customers from...
Provided by CustomerThink
-
White Papers
Adoption: The Overlooked Key To CRM Deployment Success
January 1, 2010, 12:00am PST
In early 2003, a large regional communications service provider (CSP) deployed a sales effectiveness solution to thousands of sales users. This sales effectiveness application is designed to boost...
Provided by CustomerThink
-
White Papers
The Burgeoning China Market Still Doesn't Quite Grasp CRM
January 1, 2010, 12:00am PST
CRM is still in its infancy in China, but there are signs that the industry will be awakening soon. China is a burgeoning market, ripe for customer relationship management. It's simply a matter of...
Provided by CustomerThink
-
White Papers
Odds Say Alliances Will Fail: But You Can Buck Those Odds
January 1, 2010, 12:00am PST
The first partner is not always the best partner: Even if you are approached by a partner who appears to be appropriate, move quickly from a reactive to a proactive mode. Perform due diligence on...
Provided by CustomerThink
-
White Papers
Marketing Executives Sought-But Didn't Quite Find-More Accountability In 2005
January 1, 2010, 12:00am PST
Over the past few years, analytic CRM and marketing applications have been among the most active and fast growing areas within CRM. One saw that trend continuing in 2005. Perhaps the biggest story...
Provided by CustomerThink
-
White Papers
You Have To Be Agile: How Technology Is Changing Your Approach To Customers
January 1, 2010, 12:00am PST
In the 1980s, financial institutions started rolling out their new automated teller machines, banking on the idea that customers would pay for this convenience. At first, the ATMs were not warmly...
Provided by CustomerThink
-
White Papers
The Holy Grail Of Sales Is BI On The Go
January 1, 2010, 12:00am PST
While operational business intelligence and wireless mobile services have been on convergent paths for some time, several recent enhancements to technologies and the market adoption of analytical...
Provided by CustomerThink
-
White Papers
The Next Frontier In Contact Centers? Reining In "Unstructured" Data
January 1, 2010, 12:00am PST
Contact centers waste 90 percent to 98 percent of actionable customer insights because they lack the process, technology and applications to capture, analyze and leverage "Unstructured" sources of...
Provided by CustomerThink
-
White Papers
All Eyes On Data Starvation In The Indian Pharmaceutical Industry
January 1, 2010, 12:00am PST
The Indian pharmaceutical industry is a US $5.0 billion market with 300,000+ individual chemist outlets, vending 60,000 formulations. The medical insurance model works on a "Reimbursement mode,"...
Provided by CustomerThink
-
White Papers
Business Intelligence: Man And Machine
January 1, 2010, 12:00am PST
Keys to Success for Business Intelligence initiatives: Develop a clear model of the KPIs for your business, or for segments of your business, and their relevance and impact on your understanding...
Provided by CustomerThink
-
White Papers
BI In 2004: It Becomes Affordable For SMBs
January 1, 2010, 12:00am PST
One of the biggest trends for the CRM industry in 2004 was the availability of CRM applications with built-in BI capabilities designed specifically for the small and medium-size business (SMBs)...
Provided by CustomerThink
-
White Papers
CRMBodyCheck: CRM Metrics From GreaterChinaCRM.org
January 1, 2010, 12:00am PST
To cope with the difficulties of ROI measurement and benchmarking of CRM implementations, GreaterChinaCRM has developed a full set of measurement metrics based not only on technologies, but also...
Provided by CustomerThink
-
White Papers
Everything You Always Wanted To Know About Organizational Alignment
January 1, 2010, 12:00am PST
Structures, in Galbraith's model, refer to specialization, shape, distribution of power, and departmentalization. Here, alignment with the other parts of the model is essentially provided thanks...
Provided by CustomerThink
-
White Papers
The Need For Change Management On CRM/Customer Engagement Journeys
January 1, 2010, 12:00am PST
Whether it's a new or upgraded CRM system, a drive to get more out of existing technology or even a change in the philosophy of CRM for the company - it all requires some form of change...
Provided by CustomerThink
-
White Papers
Improving Sales Productivity: An Opportunity for Sales and IT Leadership
April 1, 2008, 12:00am PDT
In boom times or not, increasing sales revenue is nearly always a top business objective for enterprises large and small. The key question, of course, is how? This paper introduces marketing...
Provided by CustomerThink
-
White Papers
Customer Experience Management: The Value of "Moments of Truth"
May 1, 2006, 12:00am PDT
To manage customer experiences, one must first understand what "Customer experience" means. It's almost as difficult to pin down as "Customer relationship." Customer experiences include every...
Provided by CustomerThink
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