CUSTOMER SATISFACTION AND LOYALTY
|
|
- Rafe Grant
- 7 years ago
- Views:
Transcription
1 CUSTOMER SATISFACTION AND LOYALTY August, 2016 Doha, Qatar
2 Course Introduction: To be successful and profitable, any business must keep satisfying their customers so that they keep coming back to do business. Loyal customers are the core of every business. The objective of this online customer loyalty and retention training course is to help customer service representatives understand the importance of customer loyalty and discover ways that they can promote it. In our experience most companies benchmark customer satisfaction, however not many are able to attain significant customer satisfaction and in today s business environment, a satisfied customer means nothing more than meeting the customers minimum expectations. We have found that successful companies no longer focus purely on customer satisfaction, but rather concentrate on ensuring customer loyalty. Customer loyalty brings repeat business through upselling and cross selling opportunities and negates purely price driven discussion regardless of the economy and other outside influences At the end of this course trainees will be able to recognize the value of loyal customers, understand how to build and maintain loyalty, identify and meet customer expectations, and provide superior service that generates loyalty. Course Objective: By the end of the course, participants will be able to: Explain customer satisfaction, retention and loyalty and measure them in a meaningful and systematic way Defend the use of a profitability dimension to any customer loyalty strategy Arrange, plan and manage impactful customer satisfaction surveys Define customer segments, profiles and models for maximum strategic as well as tactical impact Create 'customer value propositions' that work Develop effective loyalty schemes: know what to avoid and how to improve them Who Should Attend: All marketing staff at any level in the organization, Customer hip Management (CRM) and data mining departments, market research, loyalty scheme managers and supervisors, product managers, business unit managers, sales managers and supervisors, customer care managers and supervisors, analysts and any interested decision maker, department head or supervisor.
3 Course Content: Module (01) Key definitions 1.1 Customer satisfaction, retention, loyalty and delight 1.2 Levels of loyalty 1.3 Customer satisfaction and loyalty 1.4 Customer delight Module (02) Key loyalty measurements 2.1 Customer Satisfaction Index (CSI) and Customer Retention Rate (CRR) 2.2 Profit impact of CRR 2.3 Customer life expectancy 2.4 Customer loyalty index Module (03) Loyalty and profits 3.1 The cost of loyalty 3.2 Generally Accepted Accounting Principles (GAAP) shortfall 3.3 Activity Based Costing (ABC) 3.4 Customer profitability and the whale curve 3.5 Customer profitability at best practice companies 3.6 The strategy quadrant Module (04) Survey Design 4.1 Surveys and questionnaires 4.2 Objective of the survey 4.3 Population of interest 4.4 Writing the questions 4.5 Sampling methods 4.6 Administration and analysis Module (05) Customer Satisfaction Surveys 5.1 Customer surveys guidelines 5.2 Different survey metrics 5.3 Types of satisfaction surveys: transactional versus image-based satisfaction surveys 5.4 Who and what to measure 5.5 How to ask 5.6 Loyalty components 5.7 The importance of demographics
4 Course Content: Module (06) Segmenting your customers 6.1 Attitudinal and behavioral dimensions 6.2 Demographic variables, consumer and business 6.3 Customer profiling 6.4 Customer modeling 6.5 Types of business customers (B2B) Module (07) Key to loyalty: A 'customer value proposition' that works 7.1 The value proposition: definitions 7.2 Why a value proposition 7.3 Building the value proposition 7.4 Articulating the value proposition 7.5 The strong value proposition: conclusion Module (08) Building customer loyalty 8.1 Loyalty re-visited: what is loyalty 8.2 How to foster loyalty 8.3 The 6 Ps of customer loyalty 8.4 The two tier approach 8.5 The laws of customer loyalty Module (09) Loyalty schemes 9.1 Loyalty schemes: background and justification 9.2 Loyalty schemes: what to avoid 9.3 Types of loyalty programs 9.4 Reasons to join 9.5 Different loyalty schemes 9.6 Rewards and perceived value 9.7 Customer data 9.8 Maximizing the results
5 Course Methodology: Course Timing: Lectures and Power Point Presentation Case Studies and Self Questioner Concepts, Techniques and sharing Practical Experience Visual Aid (Video Simulation ) Role Plays Individual and Group Exercises Pre and Post test Individual Assessment During the Class Troubleshooting Techniques 07:30 to 08:00 Registration, Coffee / Tea 08:00 to 09:30 First Session 09:30 to 09:50 Coffee / Tea, Snacks 09:50 to 12:00 Second Session 12:00 to 13:00 Lunch Break and Prayer Break 13:00 to 14:30 Last Session Course Fees: The amount of 8, 700 QAR will be charged for the course fee and Full Payment is required prior to commencement of the course. This Rate Includes Participant s Manual, Hand-outs, Buffet Lunch, Coffee/Tea on Arrival, Morning and Afternoon of each day. Payment Methods: Bank Name: Commercial Bank of Qatar Account Name: Qatar Skills Academy Account Number: Branch: Commercial Bank Plaza Main Branch Swift Code: CBQAQQA IBAN: QA64CBQA Registration Methods: info@qatarskillsacademy.com Fax: Website: Contact us: Address: Barwa Commercial Avenue Building 39, Doha, Qatar GPS Coordinates: / Tel: Fax: info@qatarskillsacademy.com Website:
DATA ANALYSIS TECHNIQUES FOR ENGINEERS & TECHNOLOGISTS
DATA ANALYSIS TECHNIQUES FOR ENGINEERS & TECHNOLOGISTS 22 24 May, 2016 Doha, Qatar Course Introduction: Making sound business decisions in a timely manner is a key success factor for today s modern operations
More informationCRM Systems and Customer Survey Measurement A Panoramic View of Customers by Jamie Baker-Prewitt, Ph.D.,Vice President, Burke, Inc.
PUB. NO. 0602 CRM Systems and Customer Survey Measurement by Jamie Baker-Prewitt, Ph.D.,Vice President, Burke, Inc. Companies develop CRM (customer relationship management) systems for a variety of reasons,
More informationWelcome to ICMI s Customer Relationship Management Study
Welcome to ICMI s Customer Relationship Management Study Course We will begin the session shortly. Today s Agenda CRM objectives Supporting call center objectives CRM strategies The call center s value
More informationFive Predictive Imperatives for Maximizing Customer Value
Five Predictive Imperatives for Maximizing Customer Value Applying predictive analytics to enhance customer relationship management Contents: 1 Customers rule the economy 1 Many CRM initiatives are failing
More informationMarketing Science Institute 2014-2016 Research Priorities
Marketing Science Institute 2014-2016 Research Priorities Source: www.msi.org Every two years, the Marketing Science Institute asks member companies to help select the priorities that will drive research
More informationHow to Become a Data Driven Business
January 2012 Executive summary Becoming a Data Driven Business, particularly from a Marketing perspective, presents significant benefits in helping your business to grow, develop and succeed, by working
More informationBE 2015 A BUSINESS EXCELLENCE INITIATIVE EXCELLENCE IN CUSTOMER MANAGEMENT SELF ASSESSMENT QUESTIONNAIRE
BE 2015 A BUSINESS EXCELLENCE INITIATIVE 2015 CUSTOMER MANAGEMENT SELF ASSESSMENT QUESTIONNAIRE BE 2015 Self Assessment Guidelines l l l l l l The Criterion contains questions on the Processes and Results.
More informationOptimizing Rewards and Employee Engagement
Optimizing Rewards and Employee Engagement Improving employee motivation and engagement, and identifying the right total rewards strategy to influence workforce effectiveness. Kevin Aselstine, Towers Perrin
More informationFood & Coffee Offers New Ideas to Drive Non Fuel Income
RPS Energy is part of RPS Group, a FTSE 250 company with a turnover of $700m. RPS Energy is one of the world s leading suppliers of independent commercial advisory services, project management support,
More informationCUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES
CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet
More informationMaximizing Customer Retention: A Blueprint for Successful Contact Centers
Maximizing Customer Retention: A Blueprint for Successful Contact Centers Sponsored by Table of Contents Executive Summary...1 Creating Loyal Customers: A Critical Company Goal...1 Causes of Customer Attrition...2
More informationA MARKETER'S GUIDE TO REPORTS THAT MATTER
A MARKETER'S GUIDE TO REPORTS THAT MATTER A SIMPLE STEP-BY-STEP GUIDE TO BUILDING A MEASUREMENT FRAMEWORK FOR EFFECTIVE REPORTING PAGE 1 INTRODUCTION TODAY S MARKETERS LIVE AND DIE BY THE NUMBERS. IT SHOULD
More informationSEYMOUR SLOAN IDEAS THAT MATTER MOVING BEYOND CUSTOMER EXPERIENCE TOWARDS CUSTOMER ENGAGEMENT - A WINNING APPROACH
SEYMOUR SLOAN IDEAS THAT MATTER MOVING BEYOND CUSTOMER EXPERIENCE TOWARDS CUSTOMER - A WINNING APPROACH INTRODUCTION The traditional discussion within organisations has always focused around the customer
More informationFCR The Driver of All Other Metrics
1 At SQM, we measure all major voice of the customer (VoC) metrics, such as customer satisfaction (Csat), ease of effort, net promoter score (NPS) and word of mouth index (WoMI). SQM also measures moments
More informationFYI HIRING. Recruiting Strategies
FYI HIRING Recruiting Strategies Revised: March 2011 Summary: This FYI discusses the steps involved establishing or revitalizing an effective recruiting process. It includes considerations for goal setting,
More informationPRE-PROPOSAL GUIDE: MARKETING CAMPAIGN OR PROGRAM
PRE-PROPOSAL GUIDE: MARKETING CAMPAIGN OR PROGRAM 01 02 03 04 05 06 WHY IT MATTERS GETTING STARTED STRATEGY CONCEPT PLAN TYPICAL INVESTMENT AND TIMEFRAME 01. WHY IT MATTERS When you re revamping a marketing
More informationData Vault Modeling in a Day
Course Description Data Vault Modeling in a Day GENESEE ACADEMY, LLC 2013 Course Developed by: Hans Hultgren DATA VAULT DAY Data Vault Modeling in a Day Overview Data Vault modeling is quickly becoming
More informationSYLLABUS. B.B.A. V SEM Subject Customer Relationship Management
SYLLABUS B.B.A. V SEM Subject Customer Relationship Management UNIT I Introduction to CRM: Definition and concepts of CRM, Components of CRM, Understanding the goal of CRM and Customer Touch Points. UNIT
More informationRISK BASED INTERNAL AUDIT
RISK BASED INTERNAL AUDIT COURSE OBJECTIVE The objective of this course is to clarify the principles of Internal Audit along with the Audit process and arm internal auditors with a good knowledge of risk
More informationWhat Tech Buyers Think TM
What Tech Buyers Think TM Who We Are Tech Buyer Perceptions, a division of the Perceptions Group, is a leader in providing the technology industry with research-based, tech buyer insight and data-driven
More informationExploring, selecting, implementing and using a customer relationship management system. A case study of theory applied in practice.
Exploring, selecting, implementing and using a customer relationship management system. A case study of theory applied in practice. V. Sparks, ECCO Oxford/Oxford Brookes University, KTP associate. vsparks@brookes.ac.uk
More informationActive Learning Strategies ORCHESTRATING LEARNER PARTICIPATION IN EDUCATIONAL ACTIVITIES
Active Learning Strategies ORCHESTRATING LEARNER PARTICIPATION IN EDUCATIONAL ACTIVITIES The overall goal of this presentation is to provide faculty with information and strategies to enhance learner participation
More informationSEPT EVIDENCE PRODUCT CHECKLIST For ISO Standard 9004:2009 Managing for the sustained success of an organization A quality management approach
SEPT EVIDENCE PRODUCT CHECKLIST For ISO Standard 9004:2009 Managing for the sustained success of an organization A quality management approach 2009 Version ISBN 978-0-9819522-6-0 ISBN 0-9819522-6-7 11/10/2010
More informationFINDING BIG PROFITS IN THE AGE OF BIG DATA
FINDING BIG PROFITS IN THE AGE OF BIG DATA UNLOCKING THE ENTERPRISE POTENTIAL OF BEHAVIORAL SEGMENTATION Alex Tavera Senior Loyalty Consulting Manager Behavioral Segmentation / 2 SEGMENTATION HAS EVOLVED
More informationSTRATEGIC TRAINING PLAN
STRATEGIC TRAINING PLAN INTRODUCTION This training plan will be utilized by all Compliance and Enforcement programs in the formation, implementation, and ongoing tracking of all training and outreach provided
More informationOptimize Sales Order Management with Enterprise Content Management
OpenText Solution Brief OpenText ECM Suite for SAP ECM for Sales Order Management by OpenText Objectives Solution Benefits Quick Facts Optimize Sales Order Management with Enterprise Content Management
More information20 Best Practices for Customer Feedback Programs Building a Customer-Centric Company
Business growth through customer insight 20 Best Practices for Customer Feedback Programs Building a Customer-Centric Company The content of this paper is based on the book, Beyond the Ultimate Question,
More informationGoogle - Student Survey. Challenge. Solution
Case Study Google - Student Survey Challenge Anyone who has ever attempted to capture market intelligence from hundreds of thousands of users spread across thousands of geographical locations representing
More information30 Proven Strategies to Improve Onboarding, Cross- Selling and Retention. JIM MAROUS PUBLISHER Bank Marketing Strategy @jimmarous
30 Proven Strategies to Improve Onboarding, Cross- Selling and Retention JIM MAROUS PUBLISHER Bank Marketing Strategy @jimmarous #fbforum2014 Onboarding A series of targeted multi-channel communications
More informationat various levels tacit knowledge areas groups, offering individual sponsorship, special interest groups, and career development support
To harness ongoing support for your mentoring program, measuring success is key. Conducting a top-down goal analysis should include organizational objectives, key performance indicators (KPIs), targets,
More informationAdobe Analytics Premium Customer 360
Adobe Analytics Premium: Customer 360 1 Adobe Analytics Premium Customer 360 Adobe Analytics 2 Adobe Analytics Premium: Customer 360 Adobe Analytics Premium: Customer 360 3 Get a holistic view of your
More informationBusiness Process Management. How to Thrive During the Economic Downturn. 27-29 November 2016, Doha - Qatar ISO 29990
ISO 9001:2008 Certified ISO 29990:2010 Certified (Certificate No:1007049195) ISO 29990 (Certificate No: 1078694951) Business Process Management 27-29 November 2016, Doha - Qatar 05Jun16 The PMI Registered
More informationSTRATEGIC THINKING, PLANNING & GOAL SETTING
Training Title STRATEGIC THINKING, PLANNING & GOAL SETTING Training Duration 5 days Training Venue and Dates Strategic Thinking, Planning & Goal Setting 09-13 June $ 3,750 Riyadh, KSA In any of the 5 star
More informationSales Management 101, Conducting Powerful Sales Review Meetings
Sales Management 101, Conducting Powerful Sales Review Meetings Dave Brock, Partners In EXCELLENCE Dimensions of EXCELLENCE is based on the four dimensions of performance and organizational excellence.
More informationGUIDE TO THE. 12 Must-Have KPIs for Sales Enablement
GUIDE TO THE 12 Must-Have KPIs for Sales Enablement Introduction Key Performance Indicators (KPIs) are a set of metrics that measure a business s progress towards achieving their organizational goals.
More informationChapter 8 Customer Relationship Management Benefits of CRM Helps in improving customer retention and loyalty Helps in generating high customer
Chapter 8 Customer Relationship Management Benefits of CRM Helps in improving customer retention and loyalty Helps in generating high customer profitability through a steady flow of customer purchases
More informationCustomer Care for High Value Customers:
Customer Care for High Value Customers: Key Strategies Srinivasan S.T. and Krishnan K.C. Abstract Communication Service Providers (CSPs) have started investing in emerging technologies as a result of commoditization
More informationChapter. Enterprise Business Systems
Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value
More informationSample Personal Profiles for CVs Handout
Sample Personal Profiles for CVs Handout To arrange to have your CV/Application form reviewed please contact Caroline Kennedy Careers & Opportunities Officer Email: ckennedy@ncirl.ie Telephone: 4498526
More informationGCSE Business Studies
GCSE Business Studies Unit 2: Investigating small business Controlled Assessment 25% of final grade Name Teacher Page 1 of 15 GCSE BUSINESS STUDIES UNIT 2: Investigating small business CONTROLLED ASSESSMENT
More informationCompanies already have customer data Creating a more effective sales team With all of this improved technology Most companies have a CRM
Many sales organizations are faced with the underutilization of their sales assets, meaning the potential of available resources, both sales reps and territories, are not being used to their fullest. Every
More informationTHE WALKER LOYALTY MATRIX
THE WALKER LOYALTY MATRIX THE WALKER LOYALTY MATRIX THE WALKER LOYALTY MATRIX ATTITUDE ACCESSIBLE TRULY LOYAL HIGH RISK TRAPPED BEHAVIOR Walker s Loyalty Matrix is a framework for measuring loyalty and
More informationYOUR BIG DATA AUDIENCE INSIGHT
YOUR BIG DATA AUDIENCE INSIGHT Sam Zindel _ DATA MODELLING ANALYST TODAY S AGENDA BIG DATA IN THE DIGITAL WORLD BUILDING THE BRAND/CUSTOMER RELATIONSHIP SIGN-POSTING THE CUSTOMER JOURNEY AUDIENCE INSIGHT
More information2015 UCISA Award for Excellence Entry
Institution Name: University of Leeds Originating Department: IT Contact Name (and email address): John Grannan j.k.grannan@leeds.ac.uk, Sally Bogg, s.l.bogg@leeds.ac.uk Project Title: IT Help Desk Continual
More informationDriving Profits from Loyalty
Driving Profits from Loyalty Overview 1 P a g e 5 Steps to Driving Profit from Loyalty 1. Customer Portfolio Analysis This is the first step on the road to customer profitability where we can begin to
More informationThe Starkey Hearing Alliance Do what. you do best. better
The Starkey Hearing Alliance Do what you do best better One call gets you everything you need to grow your practice Starkey hearing alliance Your success is our goal Starkey Hearing Alliance members have
More informationThis guide has been written to support reviewers in writing SMART objectives within the SRDS framework. These guidelines cover the following.
A BRIEF GUIDE TO SETTING SMART OBJECTIVES This guide has been written to support reviewers in writing SMART objectives within the SRDS framework. These guidelines cover the following. 1. Why set objectives
More informationPatient Relationship Management
Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information
More informationBETTER RELATIONSHIP SELLING
BETTER RELATIONSHIP SELLING A Proven Formula For Acquiring and Developing Relationships with High Value Customers Three actions your company can take today to improve relationship selling performance and
More informationUnderstanding FM (Foundation) 3-day course
Understanding FM (Foundation) 3-day course Aim To provide both a comprehensive introduction to key aspects of FM, and provide a solid base of knowledge, techniques and reference material for Facilities
More informationCUSTOMER RELATIONSHIP MANAGEMENT FOR SME BANKING SYLLABUS
SYLLABUS This course is intended for those interested in how to develop and deliver a Customer Relationship Management based approach for SME banking customers. It is geared for senior and middle management
More informationEvolving Ecommerce Best Practices in Retail
Evolving Ecommerce Best Practices in Retail In the August, 2008 report, The Mantra for Driving Holiday Business, Aberdeen research showed that the three most important attributes for any ecommerce site
More informationBirmingham City University Faculty of Technology, Engineering and the Environment. Programme Specification. MEng Mechanical Engineering
Birmingham City University Faculty of Technology, Engineering and the Environment Programme Specification MEng Mechanical Engineering Date of Course Approval/Review Version Number Version Date December
More informationCONTEXT AWARE CONTENT MARKETING
CONTEXT AWARE CONTENT MARKETING FOUR STEPS TO THE FUTURE OF CONTENT, CONTEXT AND MARKETING SUCCESS Introduction Managing, delivering and consuming web content has changed. Yes, again. The universe of options
More informationTalent Management & Succession Planning Masterclass
Talent Management & Succession Planning Masterclass The Capital 20 West Hotel, Johannesburg, South Africa 24 27 March 2015 WHAT YOU WILL ACHIEVE: Increase your working knowledge and your ability to manage
More informationCHAPTER VII SUMMARY OF MAJOR FINDINGS AND RECOMMENDATIONS
CHAPTER VII SUMMARY OF MAJOR FINDINGS AND RECOMMENDATIONS 395 7.1 Findings Related to Secondary Data In the initial phase the analysis of secondary indicates that CRM is emerging as a strategic factor
More informationChapter 8 Order Management and Customer Service
Chapter 8 Order Management and Customer Service Order Management executes the operating plan based on demand forecast. It is the interface between buyers and sellers and consists of: Influencing the Order
More informationVlassis Papapanagis Operations Director PREDICTA Group. Using Analytics to predict Customer s Behavior
Vlassis Papapanagis Operations Director PREDICTA Group Using Analytics to predict Customer s Behavior Today s organizations are facing many DISRUPTIVE FORCES fueling the need for analytics The emergence
More informationUsing SAS Enterprise Miner for Analytical CRM in Finance
Using SAS Enterprise Miner for Analytical CRM in Finance Sascha Schubert SAS EMEA Agenda Trends in Finance Industry Analytical CRM Case Study: Customer Attrition in Banking Future Outlook Trends in Finance
More information2005 Best Practices in Telephone Customer Service: A Call Center Benchmark Report (Full Report)
Brochure More information from http://www.researchandmarkets.com/reports/302944/ 2005 Best Practices in Telephone Customer Service: A Call Center Benchmark Report (Full Report) Description: Do you know
More informationWE HELP COMPANIES IDENTIFY, SELECT & DEVELOP EXCEPTIONAL LEADERS, MANAGERS & TEAMS
WE HELP COMPANIES IDENTIFY, SELECT & DEVELOP EXCEPTIONAL LEADERS, MANAGERS & TEAMS HR Solutions & Services www.ajyal-hr.com RECRUITMENT Talent is the single most important item on the minds of CEO s today.
More informationInspiring environmental learning
Inspiring environmental learning The touch of nature Inspiring environmental learning: Art in nature Outdoor & Environmental education Environmental protection Stay & play outdoors Discover through senses
More informationHuman Resources Management
Human Resources (08/15/16) Human Resources Human resources managers are an integral part of the leadership team charged with directing complex organizations and a diverse workforce. Managing people and
More informationMarketing (Marketing Principles)
Marketing (Marketing Principles) Main Aim(s) of the Unit: To provide students with a foundation for the analysis of marketing within organizations including decision making processes, segmentation, the
More informationWebinar and Marketing Technology Purchase Decision Analysis Prepared for ON24
Webinar and Marketing Technology Purchase Decision Analysis Prepared for ON24 December 2015 www.hanoverresearch.com Table of Contents Introduction and Methodology.. P 3 Executive Summary and Key Findings..
More informationPOSTGRADUATE PROGRAMME SPECIFICATION
POSTGRADUATE PROGRAMME SPECIFICATION Programme Title: Awarding Body: Teaching Institution: Final Awards: MSc International Accounting and Financial Management Staffordshire University Staffordshire University
More informationOrganizational Effectiveness. Discovering How to Make It Happen
I N S I G H T S Organizational Effectiveness Discovering How to Make It Happen Table of Contents executive summary about this study the call for sustainable business results delivering workforce excellence
More informationNet Promoter Score: A Critical Number Your Business Needs to Know
1 YouTube: http://www.youtube.com/watch?v=jowg1inpe_a Net Promoter Score: A Critical Number Your Business Needs to Know Holly Duarte NPS Manager Cummins Inc 1 The Golden Rule: The foundation of loyalty
More informationCUSTOMER RELATIONSHIP MANAGEMENT IN THE INDIAN BANKING SECTOR: A COMPETITIVE TOOL
CUSTOMER RELATIONSHIP MANAGEMENT IN THE INDIAN BANKING SECTOR: Jasmer Singh A COMPETITIVE TOOL Abstract: It is said that CRM is not a product or service, it is an overall business strategy that enables
More informationSymantec University for Partners Frequently Asked Questions
Symantec University for Partners Frequently Asked Questions Contents SYMANTEC UNIVERSITY FOR PARTNERS OVERVIEW... 1 TRAINING... 2 INTELLIGENCE... 4 COLLABORATION... 5 Symantec University for Partners Overview
More informationCustomer Experience Outlines
Customer Experience Outlines Professional Persuasive Language Customer satisfaction is a feeling and a perception. The consummate professional manages perception so that the customer always feels cared
More informationRecommendation, Loyalty - Retention. Market share Revenue. Negative WOM, Complaint, No Loyalty - Defection
Customer Loyalty ACSI / SID : 2009 ME 1 Quality and Satisfaction Bring Further Gains High Quality, Satisfaction Low Quality, Dissatisfaction Recommendation, Loyalty - Retention Market share Revenue Negative
More informationWHY YOUR ORGANISATION NEEDS SALES ENABLEMENT
WHY YOUR ORGANISATION NEEDS SALES ENABLEMENT 1 2 3 According to the Harvard Business Review, 70% of growth initiatives fail. Only one in five CRM systems actually increase revenue (CSO Insights, 2011).
More informationSmart shopping with your bank Card Linked Offers and Merchant Funded Rewards The Next Generation Loyalty Program
Smart shopping with your bank Card Linked Offers and Merchant Funded Rewards The Next Generation Loyalty Program Business ValueBusiness Value The Four Strategic Technology Areas The Must Haves for Competitive
More informationMaximising the value of the personal data opportunity
+ WHITE PAPER Maximising the value of the personal data opportunity Turning consumer empowerment into competitive advantage + Delivering Transformation. Together. The world of personal information is changing
More informationINTRODUCTION TO INBOUND MARKETING
INTRODUCTION TO INBOUND MARKETING 1. WHAT IS INBOUND MARKETING? 2 OUTBOUND VS INBOUND MARKETING Outbound marketing focuses on reaching OUT to your target audience advertising, buying email lists, sending
More informationCourse Description Applicable to students admitted in 2015-2016
Course Description Applicable to students admitted in 2015-2016 Required and Elective Courses (from ) COMM 4820 Advertising Creativity and Creation The course mainly consists of four areas: 1) introduction
More informationThe Brand Value of Rich Media and Video Ads
research research report June 2009 The Brand Value of and Video Ads By DoubleClick, a division of Google and Dynamic Logic Authors Sally G. Cole Marketing Manager DoubleClick Google Leah Spalding Research
More informationThe Sale is only the Start
The Sale is only the Start Duncan Robinson Odin Business Consulting The Sale is only the Start 1 2 3 Why managing the whole customer lifecycle is key to success Key programs that can make a big impact
More informationISSN: 2321-7782 (Online) Volume 2, Issue 2, February 2014 International Journal of Advance Research in Computer Science and Management Studies
ISSN: 2321-7782 (Online) Volume 2, Issue 2, February 14 International Journal of Advance Research in Computer Science and Management Studies Research Article / Paper / Case Study Available online at: www.ijarcsms.com
More informationDigital Marketing Institute s. Professional Diploma in Digital Selling. Validated by the Syllabus Advisory Council (SAC)
Digital Marketing Institute s Professional Diploma in Digital Selling Validated by the Syllabus Advisory Council (SAC) Content Professional Diploma in Digital Selling Welcome Course overview Course content
More informationPharmaceutical Marketing Overview Ibrahim Alabbadi MBA, PhD Amman- July-2015
Pharmaceutical Marketing Overview Ibrahim Alabbadi MBA, PhD Amman- July-2015 1 Pharmacists job opportunities Hospital Community Pharmaceutical industry Marketing Others Academia Insurance Social security
More informationMarketing: Helping Buyers Buy
Chapter Thirteen Marketing: Helping Buyers Buy McGraw-Hill/Irwin Copyright 2010 by the McGraw-Hill Companies, Inc. All rights reserved. CRICKET LEE Fitlogic Developed a system of clothes sizing called
More informationFOOD SAFETY CULTURE MODULE
BRC CULTURE EXCELLENCE FOOD SAFETY CULTURE MODULE IN PARTNERSHIP WITH CONTENTS WHAT IS FOOD SAFETY CULTURE EXCELLENCE? 03 THE FOOD SAFETY CULTURE MODULE 04 THE BENEFITS FOR YOU 05 THE PROCESS EXPLAINED
More informationCustomer Lifetime Value and it`s determination using the SAS Enterprise Miner and the SAS OROS-Software
Customer Lifetime Value and it`s determination using the SAS Enterprise Miner and the SAS OROS-Software SAS Institute Germany Fachhochschule Nuertingen Monika Seyerle To acquire more customers Business
More informationTAMPS Simplified. Getting started with Turnkey Asset Management Programs to grow your advisory firm.
TAMPS Simplified. Getting started with Turnkey Asset Management Programs to grow your advisory firm. Introduction As trust companies, broker-dealers, registered investment advisor firm and family offices
More informationA study of application of information technology using e-crm in bank in rural area with special reference to SBI Bank, Sangamner
Feb., 2012 Marketing management A study of application of information technology using e-crm in bank in rural area with special reference to SBI Bank, Sangamner Dr. Kirti Gulati (Ass Prof) Institute of
More informationLesson 1. Assessing the Marketplace
Assessing the Marketplace Your first lesson consists of four assignments that cover the first four chapters. These assignments provide a useful overview of the contemporary marketing environment and all
More informationCustomer Satisfaction Using Surveys
Introduction Customer Satisfaction is the measure that indicates current and can be a leading indicator for future performance. Although each individual or organization may have their own expectations,
More informationSurvey of the relation of Customer Value with CRM function. (Case study of Cement Factory of Hormozgan)
2011 3rd International Conference on Information and Financial Engineering IPEDR vol.12 (2011) (2011) IACSIT Press, Singapore Survey of the relation of Customer Value with CRM function (Case study of Cement
More informationPIVOTAL CRM RETAIL INDUSTRY
PIVOTAL CRM RETAIL INDUSTRY PROVIDING RETAIL ORGANIZATIONS WITH A COMPETITIVE EDGE Pivotal CRM for Retail delivers 36O o business insight to stay ahead of competition COMMITTED TO MEETING INDIVIDUAL NEEDS
More information17 Thai-Japanese Management Development Program. In corporation with
17 Thai-Japanese Management Development Program In corporation with Program Overview Program Features: Practical management training program by the nation s top-level university Designed for Thai managers
More informationEmail List Strategy. Optimizing Marketing Performance in 2016. Ascend2 research conducted in partnership with Return Path. returnpath.
Email List Strategy Optimizing Marketing Performance in 2016 1 Ascend2 research conducted in partnership with Return Path Table of contents Introduction 3 List quality is a priority for marketers 4 Email
More informationBUSINESS PROCESS Automation For Customer Loyalty PMS CRM CCD CEBP
BUSINESS PROCESS Automation For Customer Loyalty BI UC PMS CRM CCD CEBP Customer Relationship (CRM) The CRM system can be used to coordinate the work of sales, marketing and service staff and to increase
More informationLean Six Sigma Master Black Belt Certification Programme (MBB 08)
Lean Six Sigma Master Black Belt Certification Programme (MBB 08) DURING APRIL - MAY 2015 (12 days) Conducted by: SQC & OR Unit, Mumbai Indian Statistical Institute, Room No 320, 3rd Floor Old C G O Building
More informationGet Better Business Results
Get Better Business Results From the Four Stages of Your Customer Lifecycle Stage 1 Acquisition A white paper from Identify Unique Needs and Opportunities at Each Lifecycle Stage It s a given that having
More informationBanking On A Customer-Centric Approach To Data
Banking On A Customer-Centric Approach To Data Putting Content into Context to Enhance Customer Lifetime Value No matter which company they interact with, consumers today have far greater expectations
More informationThe Role of Feedback Management in Becoming Customer Centric
A Customer Centricity White Paper 5 Old Coach Road Hudson, NH 03051 603-491-7948 www.customercentricity.biz The Role of Feedback Management in Becoming Customer Centric By Stewart Nash QuestBack Boston
More informationEffective Strategies for Modern Sales
Effective Strategies for Modern Sales Featuring Frank V. Cespedes, Harvard Business School Professor and author of Aligning Strategy and Sales: The Choices, Systems, and Behaviors that Drive Effective
More information