Strategy Driven

MAY 8, 2011

Learn how to utilize social media to increase customer loyalty. Solutions,&# “Harvest Social Knowledge for Customer Service,&# and learn how “Social CRM Turns Customers into Competitive Advantage.&#. How can you harness the total power of social media with Return-on-Investment (ROI) metrics that satisfy your CEO?

Media 50

Media White Paper Power Resources 50

Chart Your Course

AUGUST 14, 2012

The logic behind customer retention management (CRM) is simple — It costs far less money to keep customers happy than to spend much more money replacing the unhappy ones with new customers. Here are seven steps to build customer loyalty. Great Customer Service is Not Grumpy, Grouchy or Gross. Select the right people.

Newsletter 154

Newsletter CRM Customer Loyalty Collins 154

Strategy Driven

NOVEMBER 25, 2013

WHAT’S THE REAL CHALLENGE WITH CRM? CRM adoption rates would triple if salespeople viewed it as something that could help them make a sale. If you have CRM software for your sales and service people, and you have a 72% adoption rate, that means 28% of your sales team, and/or your service team, did NOT adopt it, and most likely hate it.

CRM 59

CRM Customer Loyalty Competitive Advantage Belief Systems 59

Strategy Driven

JULY 15, 2013

Add them to your CRM notes. Print your CRM history and present it to the new person so they can see your relationship and your value. All of a sudden, CRM diligence can have an impact.). ” Begin to plan and act from there. Then ask yourself… How is the purchase made? Who’s the boss? Who are the users?

CRM 59

CRM Customer Loyalty Competitive Advantage Books 59

Strategy Driven

NOVEMBER 4, 2013

Jeffrey, You are pretty critical of CRM systems. How do you suggest someone shows the value of CRM to the sales users? Mike, Make the CRM applicable to the sales cycle, not just what they did on Tuesday. Best regards, Jeffrey. Don’t count the number of cold calls. Reprinted with permission from Jeffrey H. About the Author.

CRM 59

CRM Advertising Customer Loyalty Competitive Advantage 59

Strategy Driven

APRIL 15, 2013

I’m an outside salesman who spends countless hours filling in itineraries, CRM notes, and reports. You’re using CRM as an accountability tool, rather than a sales tool. Letter from a fan: Dear Jeffrey, I’m a big fan of your weekly column, especially the one about making sales vs. measuring sales activity. Very frustrating.

CRM 50

CRM Customer Loyalty Seminar Marketing 50

Strategy Driven

JUNE 9, 2014

Don’t forget their managers who force them to use an uncomfortable ‘system,’ a non-sales helpful CRM, and hold their salespeople accountable for their actions and numbers. Teach customer loyalty, not customer satisfaction. Dead and over. What killed it? Who killed it? Reprinted with permission from Jeffrey H.

Customer Loyalty 63

Customer Loyalty B2C Reputation CRM 63

Strategy Driven

DECEMBER 2, 2013

Every salesperson who has a CRM – SalesForce.com , Microsoft Dynamics, whatever it is – is required to put stuff into their computer on an everyday basis for every sales call they make and there’s one universal truth about it: they all can’t stand it. Do I need two different approaches? Gerhard, No. About the Author.

Real Estate 50

Real Estate CRM Ryan Open-book 50

Harvard Business Review

JUNE 20, 2013

As an example, Raymonds, a famous clothing retailer in India, utilized Capillary''s solution to create a sophisticated mobile loyalty program for 1.6 million customers without using any paper forms or plastic loyalty cards. Capillary grew their business rapidly across India and other emerging nations, generating solid revenues.

Technology 10

Technology Innovation CRM Retail 10

Harvard Business Review

JULY 15, 2015

In our experience, the best companies are building up their social media capabilities to capture value by focusing on doing two things well: building a social media CRM to increase relevance and focusing on complete customer care. To scale that connectivity requires integrating social media data into your CRM system.

CRM 8

CRM Company Airlines Guidelines 8

Eric Jacobson

MARCH 18, 2013

From awareness to interest to decision and action to advocacy and loyalty organizational structures hone in to optimize each step but are rarely unified in their approach or overall higher purpose. The traditional funnel that exists today, or what I refer to in the new book as the Cluster Funnel , reflects how businesses are organized today.

B2B 56

B2B B2C Technology CRM 56

Harvard Business Review

JUNE 5, 2015

Just as it’s hard to remember what life was like before the iPhone, it can be hard to remember business before there was CRM software — back when you still had to explain that it stood for “customer relationship management.” Now you can have visibility into everything.

CRM 8

CRM Management Taylorism Taylor 8

Harvard Business Review

NOVEMBER 9, 2015

While a strong customer experience has been shown to produce significant results —more customers, more sales, and more loyalty—many companies still struggle to identify the plan of action that will best achieve them. Immediate frustration aside, over time these inconsistencies erode loyalty. Visual consistency also matters.

CRM 8

CRM Loyalty Software Brand 8

Harvard Business Review

JUNE 14, 2017

Many of the world’s biggest companies operate in silos — for example, their customer service and sales departments do not share a customer relationship management (CRM) database , and employees don’t collaborate around the customer to ensure a powerful customer experience. That’s not a great customer experience.

CRM 10

CRM Banking Learning-by-Doing Wilde 10

Harvard Business Review

JULY 3, 2015

Transactors : These customers have no loyalty to your brand. Example: Carol owns a small business and needs a customer relationship management (CRM) platform. Example: Jim’s firm has used the same CRM software for ten years. Example: Jacob loves his CRM software and has become an expert in its use.

CRM 8

CRM Brand Business Model Intangible Assets 8

Harvard Business Review

MARCH 7, 2017

At the same time, second guessing and post-purchase regret are on the rise, while loyalty is falling. Perhaps it was a CRM solution, a consulting engagement, or new infrastructure. If, as often happens, the CIO believes the company’s CRM solution already does adequate marketing automation, they may block the purchase.

B2B 9

B2B Travel CIO Benchmarking 9

Harvard Business Review

JULY 25, 2017

Cafés should look for platforms with turnkey loyalty programs and staffing solutions. Launch a digital loyalty program. It literally pays to double down on your most valuable customers with loyalty programs, which are proven to increase purchases by 20% or more. Launching a mobile loyalty program can be tricky, though.

Loyalty 8

Loyalty Retail Real Estate Discount 8

Harvard Business Review

JUNE 20, 2013

VRM lets customers scale many relationships with many companies, the same way a company can scale many relationships with many customers through its CRM (Customer Relationship Management) systems. When the two connect, CRM for the first time becomes a way for a company to truly relate, directly, with customers.

CRM 8

CRM CIO Marketing Call Center 8

Harvard Business Review

SEPTEMBER 21, 2016

Making the situation worse, many companies rely on customer relationship management (CRM) systems that use algorithms to generate sales plays following a trigger event. Too often, the algorithms don’t fully factor in what’s happening in the customer’s world.

Team 8

Team CRM Supply Chain Insurance 8

Harvard Business Review

JANUARY 16, 2018

Businesses are understandably reluctant to share their CRM and sales data, and most research in this field has been based on surveys. Or in management parlance, when a brand provides better customer service, will customers reward that brand with greater loyalty or pay a price premium? But how valuable is it really?

Wireless 11

Wireless Airlines Brand Loyalty 11

Harvard Business Review

NOVEMBER 22, 2016

The financial services firm USAA prizes its relationships with customers and consistently earns the highest customer loyalty scores in the industry for both its U.S. It’s a common misconception that a company must invest in new data warehouses or CRM systems before taking action. banking and insurance businesses.

Insurance 8

Insurance P&L CRM Telecommunications 8

Harvard Business Review

SEPTEMBER 10, 2012

One example is "loyalty" programs that are often nothing more than coercive gimmicks to provide discounts that aren't, or rewards that are barely worth the hassle — especially when they make customers carry around different cards for every store, each with its own way of "delivering" a relationship "experience.". SITE: Good. USER: Good.

CRM 15

CRM Discount Download Policies 15

Strategy Driven

MARCH 11, 2013

Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES! Reprinted with permission from Jeffrey H. Gitomer and Buy Gitomer. About the Author.

How To 50

How To Short-term Customer Loyalty Training 50

Strategy Driven

MARCH 18, 2013

Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES! Reprinted with permission from Jeffrey H. Gitomer and Buy Gitomer. About the Author.

Open-book 52

Open-book Customer Loyalty Seminar Price 52

Harvard Business Review

NOVEMBER 17, 2017

Such resources can encourage customer loyalty that outlives a connection with an individual salesperson. Second, use CRM systems to capture critical information. Provide customers with resources they value outside the sales force, such as a customized ordering website or easy access to customer service or technical support personnel.

Cost 8

Cost How To CRM Learning Curve 8

Harvard Business Review

AUGUST 22, 2012

But when we dug more deeply into their previous work history, we found titles like "Consumer Engagement Lead," "VP, CRM & Loyalty Program Development," and "VP, Direct Response Marketing" — all customer intelligence positions.

Company 14

Company Business Intelligence CRM Marketing 14

Harvard Business Review

MARCH 11, 2013

These siloes include: What they're saying — social CRM. As a result, brands can now match shopper loyalty programs with Facebook users based off of their Facebook ID, phone number, or email address. What are your consumers saying about your products and services in social media? What they're buying — purchase history.

Brand 16

Brand Advertising Airlines CRM 16

Harvard Business Review

NOVEMBER 6, 2015

These can expand to include conditions for voluntary data sharing, expressing buying interests, and providing standard means for connecting with loyalty programs, call centers and other CRM (customer relationship management) systems on the vendors’ side. Or, in the parlance of CRM, retention rather than acquisition.

Advertising 8

Advertising CRM Long-term Short-term 8

Harvard Business Review

MARCH 11, 2013

These siloes include: What they're saying — social CRM. As a result, brands can now match shopper loyalty programs with Facebook users based off of their Facebook ID, phone number, or email address. What are your consumers saying about your products and services in social media? What they're buying — purchase history.

Brand 9

Brand Advertising Airlines CRM 9

Strategy Driven

JUNE 29, 2015

Here are five more sales concepts from my original list to put more sales on your CRM and more money in your ATM. For the past few weeks I have given you the list of 21.5 ideas that will drive the years results, and elaborated in detail on several of the elements. See the full list here. Get your pipeline full. About the Author.

CRM 50

CRM Customer Loyalty Competitive Advantage Books 50

Harvard Business Review

APRIL 29, 2015

Certainly CRM and automated marketing software systems are evolving in a way that can help us begin to discover these quiet voices, but there are a lot of conditions. Are there certain keywords or phrases that might indicate brand love and loyalty? How do we measure the relative importance of gray? Can you codify this process?

Loyalty 8

Loyalty Content Audience CRM 8

Harvard Business Review

NOVEMBER 5, 2015

In practice, all this data usually sits in different places — a company’s legacy CRM systems, its loyalty program databases, new cloud-based applications, third-party servers, and so on. Because much of the data flows into a company in real time, they can also see what their customers are up to right now.

Marketing 8

Marketing CRM Retail System 8

Harvard Business Review

JUNE 22, 2018

Those who are more patient, collaborative, and focused on gaining loyalty can become account managers. CRM and other systems can organize key customer data and ensure no information is lost in transition. You can select salespeople whose personality matches each role.

Business Model 10

Business Model Guidelines Team Incentives 10