Whitepapers

Below are Whitepapers and e-Books that we have published on the area of Customer Management.

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

It is packed full of great ideas, case studies and practical suggestions that will help you to maximise the value you generate from your existing customers.

Free Download 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.

The problem is that building a good survey and survey process is not nearly as simple as it seems and so we present some mistakes that we often see when organisations implement 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

Officially known as an “Interactive voice response” (IVR) platform, IVR’s are the software attached to a company’s phone system (ACD/PABX) that allows the caller to direct their call via the telephone keypad. They connect callers to the most appropriate area or person based on the needs of their call and those identified through the IVR options.

While they sound like a great idea, we have all had at least one dreadful experience when interacting with a Company’s IVR system, the structure and options have become frustrating because they were not logical or not working properly.

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