Archive for the ‘customer loyalty’ category

Investment in customer experience management has increased or remained stable since 2005 for 88% of business-to-business companies, according to the 2010 ClearAction Business-to-Business Customer Experience Benchmarking Study. As the first global B2B analysis of best practices in customer experience management (CEM), this study provides insights on the growing role of customer experience in corporations. Four […]

Submitted by guest blogger, Reuven Shelef, President of OUT OF THE BOX Consulting.   CRM solutions make big promises. Implement one well, and you’ll increase sales, improve support, and create loyal customers almost overnight. As a Salesforce Cloud Alliance Partner, I know that’s not universally the case. Over the years, I’ve become familiar with what […]

Today I had a great 1:1 with Peter Shankman, the uber social networking guru, who has been spouting radically new ways of thinking about social media, PR, marketing, advertising, and customer service for years. What led to our conversation is his newest venture, Shankman|Honig, a customer service consultancy focused on getting companies to understand the […]

Understanding your customers’ needs and wants and getting inside their heads about what challenges they face so you can figure out how to be invaluable to them is hugely important to business success. This information is data, regardless of how you GET that data. Conducting your own surveys, interviewing your customers, or buying syndicated market data. Plain and simple, it’s just data.

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