Below are free downloads that we have published in the area of Customer Management.
Implementing Trigger-based Marketing to Drive Customer Loyalty
Trigger based marketing is a dramatically more efficient way to run your direct marketing process and is typically 2-12 times more effective than traditional direct marketing.
How to implement an effective customer feedback system
How hard could it be? You want to know what customers want so just ask them a few questions. Actually, it’s not quite that easy and there are a few tricks and traps to collecting this information.
Achieving Better Customer Retention Through Social Marketing
This 26 page eBook explores the approaches that social marketing have been using for decades and applies them to social media and customer retention.
Converting Customer Loyalty into Higher Profits
In this 30 page eBook, we discuss practical ways that you can leverage customer loyalty into greater per-customer revenue and lower per customer costs
10 Mistakes People Make When Running Customer Surveys
Any organisation that wants to build its business long term needs to listen to and act on customer feedback. This need to capture customer feedback has driven many companies to develop and execute customer surveys.
Net Promoter Score® — An Introduction
We talk to lots of people about Net Promoter Score and there are many mis-conceptions about it. So we put together this brief introduction to answer the questions we hear most often.
Net Promoter® Comparison Tester
Just because your survey score has gone down, or up, doesn’t mean that there has actually been a change in the overall business NPS®. It might just be a fluke of the sample you have collected.
Customer Experience Management
This free white paper examines the process of determining the value, designing and executing Customer Experience Management (CEM) programmes for organisations large and small.
Return on Retention Estimator
One of the challenges that our customers often give us is to justify investment in Customer Retention, i.e. how much should I spend to keep my existing customers. We have simplified one of our advanced ROI tools to estimate Profit Improvement with just four pieces of company information.