Archived Audio Seminars

We have created a range of audio seminars which deal with a variety of customer management topics. They are free to view.

Achieving Better Customer Retention Through Social Marketing

A BetterManagement.com Audio Seminar By Tim Tyler

Direct Marketing has spent decades perfecting "the right message to the right person at the right time through the right channel," decreasing segment size toward 1-to-1 Marketing. The focus has been on determining how customers are different and then marketing to those differences.

Social Marketing changes the attitudes and habits of a community. Reducing the smoking rate in many countries is just one example of the power of Social Marketing. Generally funded with public monies, Social Marketing also has a focus on individuals, but through community.

As customers become less responsive to direct marketing communications, they have become more involved with online communities and more receptive to recommendations from people like them. Increasingly, the task for commercial, for-profit, marketers is to work inside a community of pseudo-anonymous customers in sites like Facebook, YouTube or Twitter, because that is where customer attention is now concentrated.

In this brand-new world, the skills of Social Marketing are hyper-relevant. In this session, Genroe's Tim Tyler will discuss successful Social Marketing strategies and their increasing relevance to commercial marketers. View Achieving Better Customer Retention Through Social Marketing...

Converting Customer Loyalty Into Higher Profits

A BetterManagement.com Audio Seminar By Adam Ramshaw

You're told all the time, "All you have to do is increase customer loyalty and that will drive more profit." What they don’t tell you is that just increasing loyalty will not always drive profit – it has to be the right kind of loyalty.

In this presentation, we will discuss practical ways that you can leverage customer loyalty into greater per-customer revenue and lower per customer costs." View this seminar...

Customer Loyalty Program Best Practices

A BetterManagement.com Audio Seminar By Tim Tyler

In the midst of the current global financial crisis, it is not just credit that is in short supply. There is also a critical shortage of new customers. This shortage dramatically increases the value of existing customers, their goodwill and their loyalty.

Yet many organizations treat loyalty programs, launched in better times, and their retention initiatives nonchalantly; business as usual. Perhaps taking the view that, "If they are still running, they must be working." View this seminar...

How to Optimize Your Call Center Campaign Reports

A BetterManagement.com Audio Seminar By Stewart White

Did you know that 8 out of 10 businesses can increase campaign success through improved call center reporting and analysis?

Being able to report, measure, review and interpret the results of your call center campaigns is paramount to the ongoing success of your direct marketing strategy.

In this live audio seminar, Stewart White will discuss the metrics, objectives, and methodologies you should employ for maximum ROI on your call center reporting. He'll offer proven ideas and concepts to ensure you understand, review and action your call center reporting, helping you to make informed decisions on improving your direct marketing strategy and outcomes. View this seminar...

Improving Customer Relationships by Design

A BetterManagement.com Audio Seminar By Tracey Ah Hee and Adam Ramshaw

It's a truism that "Customers buy a relationship, not a just a product, from you." Companies need to proactively implement and retain customer relationships if they want to continue selling their products long term.

The real goal is to understand and improve the areas of your business that drive customer loyalty. Once we know the experiences that we are trying to create, we can design initiatives to bring those experiences to light. This session will illustrate some practical ways that you can design customer loyalty to improve customer relationships. View this seminar...

Optimizing Resource Allocation to Appropriate Customers by Customer Value

A BetterManagement.com Audio Seminar By Tracey Ah Hee and Adam Ramshaw

In today’s global business environment, companies need to achieve higher productivity from less resources, if they want to survive. Organizations want to develop optimal customer profitability, but this is easier said than done. Many companies encounter a virtual minefield trying to determine where, when, and how to allocate resources. Read more...

The Essential Company Checklist for Improving Customer Retention in Troubled Times

A BetterManagement.com Audio Seminar By Tracey Ah Hee

IIn today’s business environment, organizations must retain customers and grow their value over time. Increasing customer retention by just one or two percent can have a dramatic impact on the overall profitability of a customer base. Research also shows that acquiring a customer costs at least 5 times more than retaining one. But how can companies retain customers when facing significant cutbacks on resources and spending? View this seminar...

Optimizing Product Bundling to Retain Customers & Improve Their Customer Value

A BetterManagement.com Audio Seminar By Tracey Ah Hee and Adam Ramshaw

In today’s marketplace, companies are constantly under pressure from shareholders to increase their profits; bundling has become a very popular way of trying to acquire more share of wallet from customers and improve customer retention. View this seminar...

Are You Matching Your Retention Strategies With The Customer Life Cycle?

A BetterManagement.com briefing By Adam Ramshaw

The best customer retention initiative to implement for a specific customer often depends on their position in the customer life cycle. What’s more, the earlier in the customer life cycle that you execute a customer retention initiative the more effective and higher the overall ROI of the initiative. So what should you do and when? View this briefing...

Generating Higher Profits by Managing Customers as Financial Assets

A BetterManagement.com briefing By Tracey Ah Hee and Adam Ramshaw

"Your customer is your most powerful asset" according to Harvard Business School Professor Frances Frei1. Yet, how many organisations actually manage and monitor their customers as a financial asset?

The road block that many organisation's face, is that they manage customers as non-financial assets rather than as financial assets. For this reason, they do not use the same rigorous tools and processes to manage customers as they do to manage their other assets. View this briefing...

What Drives Customer Retention?

A BetterManagement.com briefing By Adam Ramshaw

Many companies would like to improve their customer retention but are unsure how to make the changes in their business to improve this important profit lever. View this briefing...

Personalisation - Is it worth the effort?

A BetterManagement.com briefing By Adam Ramshaw

There’s only so much time in the day and dollars in the budget! When trying to decided how to apportion both, one of the topics I frequently get asked about is personalisation: “is it worth the effort?” In my opinion the answer is YES for two key reasons. View this briefing...