Whitepapers and Free Downloads

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.

Download: 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.

Download: 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.

Download: 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

Download: Converting Customer Loyalty into Higher Profits

Whitepaper:
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.

Download: 10 Mistakes People Make When Running Customer Surveys

Whitepaper:
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.

Dowload: Free Download Net Promoter Score -- A Brief Introduction

Whitepaper
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.

Download: 4 Steps to Customer Experience Management Whitepaper

Free Tool:
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.

Download: Return on Retention Estimator / Customer Lifetime Value Estimator

"Genroe have been performing ac3's customer survey for a number of years providing valuable analysis on issues and flexibility in approach.  After the last survey we decided to have Genroe review our back-office processes to see if we could identify where we might do things better in terms of delivering the level of service we desired.

Genroe approached the task very professionally, presenting a strategy that we both agreed on, an execution plan and an agreed outcome/feedback mechanism. The report was very comprehensive and where we needed more focus Genroe were happy to provide it.  As a result we are now looking more at the root cause of issues rather than just symptoms.

We would recommend Genroe for their professional approach, their flexibility in meeting customers requirements and their well balanced responses." "[Genroe's] integrity mixed with his deep understanding of various business aspects and human nature made him an invaluable partner."

Monique McIntosh
Chief Operating Officer
ac3