N2Growth Blog

MARCH 23, 2010

I was recently asked the following question: “What is the difference between CRM and CEM, or is there any difference between the two?&# In a previous post I addressed the practice of Customer Relationship Management (CRM) in fairly great detail. As most of you know I am a huge fan of well conceived CRM initiatives.

Blog 273

Blog CRM Management Brand 273

Strategy Driven

MAY 24, 2019

Learning how to effectively use data is highly individual to each company and their operations and KPIs, but there are some building blocks for good data hygiene and usage that work across all sectors and business types. What you measure should be dependent on what you want to optimise in line with the wider goals you have for your business.

Planning 68

Planning Six Sigma Metrics CRM 68

Harvard Business Review

JANUARY 9, 2014

The goal was to help sales reps exchange information about complex accounts. Its structure, skills, metrics, and rewards have mostly remained the same. The key difference is the degree to which reps have taken advantage of new technology (largely built into their CRM system) to share and learn from one another.

Team 10

Team Metrics Compliance Attrition 10

Harvard Business Review

FEBRUARY 12, 2016

In 2013, we created a global Social Media Center of Expertise (CoE), staffed by about 600 people in five regions from the marketing, communications, and customer care teams, with the goal of enhancing the company’s market-based decision making (part of CEO Mary Barra’s mantra of earning customers for life ). Insight Center.

Media 8

Media Automotive Globalization Active Listening 8

Harvard Business Review

OCTOBER 13, 2014

By forcing organizations to clearly articulate their goals and then to rigorously judge their decisions by those metrics, experimental tests can help managers avoid costly mistakes and can open up the consideration of other possible solutions. Change management Human resources Operations' The change is a success, right?

Flextime 11

Flextime Call Center Human Resources CRM 11

Harvard Business Review

DECEMBER 13, 2017

Defining and tracking success metrics. Relationship management is also vital in successful negotiation, resolving conflicts and working with others toward a shared goal which is especially challenging when a PM is tasked with balancing the needs of customers, resource-constrained engineering teams, and the company’s revenue goals.

Productivity 8

Productivity Products Core Competence Management 8