by February 15, 2013
Think about your own experiences, when you are unhappy with a
product or service and tell the company, what do you expect to
happen? If you're thinking, "Nothing. Companies don't listen to
customer feedback" I wouldn't blame you. But I hope you're more
like me: I expect a response. But not a generic...read more
by January 31, 2013
At some point throughout the year, you need to reach out to your
stakeholders to increase your organizations’ understanding of their
opinions, knowledge and attitudes in order to optimize
success. “A survey is the natural way to go about this, but
while the survey concept is straightforward,...read more
by December 20, 2012
'Tis the season for major purchases. It is also the season of
events that can trigger either deep satisfaction and joy or
dissatisfaction and regret. Let’s look at this latter emotional
state. How we feel about a purchase, after we have got it home and
in the coming weeks is critical to our...read more
by December 12, 2012
Marketing as we know it is comprised of two primary functions –
customer acquisition and customer retention. Much of the effort
skews toward acquisition and its numerous strategies for lead
generation, nurturing and eventual hand-off of qualified leads to
sales. The volume of companies selling CRM...read more
by December 1, 2012
The ability to respond in a timely fashion is one of the primary
advantages of an online survey platform. Most projects do not have
the level of sensitivity that customer satisfaction surveys do
therefore in most cases immediate attention is not required.
However, when assessing a customer’s level...read more
by October 8, 2012
Your cell phone can be used for just about everything these days,
from paying bills or finding a place to eat, to ensuring you locked
your front door - from the other side of the country. Can it also
help strengthen your customer relationship management strategy?
Erika Morphy at CRM Buyer wrote a...read more
by June 6, 2012
If you believe the pundits then the slew of bad economic news
points back to a recession. Regardless of your thoughts on whether
or not we will limp along or fall back, we must take the time to
rethink our approach to how we market our products and services.
This is the case for B2B marketers as...read more
by June 5, 2012
As I have reported recently there are trends afoot in customer
satisfaction (CSat), loyalty and retention that will make marketers
jobs more challenging in the years to come. Yet should we throw in
the towel and give up measuring customer satisfaction and its
impacts upon loyalty, retention and...read more
by May 23, 2012
Consumer, as well as B2B market research, has long been thought of
as a strategic tool best suited for segmentation, positioning and
brand awareness measurement. However, consumer survey research can
be used for tactical support of sales and customer service. In
concert with CRM systems, online...read more
by April 12, 2012
Those running social media campaigns can take a tip from
presentation and meeting professionals: If you want people to
remember your pitch and your product, focus on the beginning and
end. For example, you well know that first impressions matter, and
if you've ever attended a conference, it's often...read more
