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Monthly Archives: March 2011
How to Build CRM Models That Fit Scenarios
There are ample examples of how you can utilize data to find ways to take advantage of situational CRM. The biggest key is that you do not ignore it as a factor in your research. Understanding people is only one step. If you truly want to maximize your profits, you should also be paying attention to what the customer’s needs are in the moment. Read more…
The Value of a Long Term Customer – A Real Life Example
Most businesses understand that customer retention is important. Although there is some debate over the value of all loyal customers, at the very least all businesses and market researchers recognize that losing customers is bad for the company’s long term revenue potential. Read more…
Do Businesses Limit Themselves Too Much?
Market research is not just about how you can best market your current products to customers. It’s also about uncovering needs. Companies that create (or have the ability to create) software and technology to meet the needs they uncover should look into it, as they may find that there is a need in the market that they can develop a brand new product to reach. Read more…
CRM and Social Networking – An Introduction Part 2
If you have the tools to manage a social media CRM campaign, there is clearly potential to drastically improve your relationship with your customers. But you must be willing to dedicate yourself to integrating it into your current CRM model, playing to its strengths, and communicating with your customers so that you lead the conversation and enhance their faith in your company and its products Read more…
CRM and Social Networking – An Introduction Part 1
At its core, customer relationship management is about creating a mutually beneficial partnership and friendship with customers and clients. While the ultimate goal of CRM is to bring in revenue for the company, the actual processes that are involved with CRM are designed to build a friendship. Or, at the very least, that is the intention. Read more…
How CRM Surveys Sometimes Miss the Big Picture
As you create and run your survey research regarding customer buying habits, it’s important to also pay attention to ways to find scenarios, because scenarios can have a profound effect on your CRM model, and may drastically alter the way you generate business. In a later post, I’ll discuss some of my own ideas on how companies can collect, analyze and use that data. Read more…
Questions About Employee Satisfaction Derived From Service/Profit Chain
The Service Profit Chain involves the belief that there is a specific, direct, step by step link towards achieving greater revenue for the company. The link starts at policies that reward employees in order to drive up satisfaction, which leads to greater customer satisfaction and loyalty, which in turn leads to profits. Read more…
How to Sample Students for a Nationwide Survey
Continuing with Basic Concepts of Sample Design for Educational Survey Research by the International Institute for Educational Planning, we get to one of the toughest aspects of survey research – finding an accurate sample from clusters spread out over a wide area. Read more…
What Can We Make of Contradictory Satisfaction Studies?
Customer satisfaction and employee satisfaction are two important aspects of maintaining a good business. Each have shown benefits in terms of revenue and sustainability, and both are known to be important parts of successful companies.There are studies that show customer satisfaction may not lead to increased revenue while other studies show it is vital. These contradictory results are common within this type of market research. Read more…
Should You Invest More With Company Reputation or Employees in Service Jobs? – Part 2
Your customer satisfaction surveys may need to include questions about specific experiences, especially in industries where there is significant employee involvement with the customer’s experience. Companies may not always get as much satisfaction as the employees themselves, but the employees themselves may be the key to loyalty. Read more…
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