Whitepapers
Below are free downloads that we have published on the area of Customer Management.
Presentation
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.
Implementing Trigger-based Marketing to Drive Customer Loyalty
Report:
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.
How to implement an effective customer feedback system
e-Book:
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.
Achieving Better Customer Retention Through Social Marketing
e-Book: 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
Converting Customer Loyalty into Higher Profits
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.
Free Download 10 Mistakes People Make When Running 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.
Free Download Net Promoter Score -- A Brief Introduction
10 tips to make sure your IVR system is working for you
We have all had at least one dreadful experience when interacting with a Company’s IVR system. This white paper has our top 10 tips on making sure that your IVR system is working at it's full potential.
Free Download 10 tips to make sure your IVR system is working for you
Customer Experience Management Whitepaper
This free white paper examines the process of determining the value, designing and executing Customer Experience Management (CEM) programmes for organisations large and small.
Free Download 4 Steps to Customer Experience Management Whitepaper