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Metric-Based Presentations

These online survey-based studies are ideal for learning what other companies are doing, how they measure what they do, what resources they devote to activities, what they find effective, and other insights. These are useful for doing a gap analysis.

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Developing Customer Service Employees: A Caribbean Case Study Excerpt This document contains Metrics and Graphics.This document contains Metrics and Graphics.
To view a complimentary excerpt of the recent study Best Practices Research and Consulting conducted in the area of Developing Customer Service Employees, please click on the "Buy Now" button to your right... (ID MD-56)
Companies Profiled: Tamarind Cove Hotel, The Sandy Lane Hotel, The Savannah Hotel, Accra Beach Hotel & Resort, more ...
Price: $0.00


Customer Service Call Center Organizational Structures This document contains Metrics and a practice summary Matrix.This document contains Metrics and a practice summary Matrix.
Study Overview: One of the most critical service challenges businesses face today is driving cost efficiency in call centers while maintaining the quality of customer interactions... (ID 4898)
Companies Profiled: Allstate Insurance Company, Carpenter Technology Corp, Accident Fund Company, Chase Insurance, more ...
Price: $1242.00


Best Practices that Delight Customers This document contains Metrics, Graphics and a practice summary Matrix.This document contains Metrics, Graphics and a practice summary Matrix.This document contains Metrics, Graphics and a practice summary Matrix.
Today's best service companies seek new and novel ways to 'wow' or 'delight' the customer during normal day-to-day processes... (ID 4876)
Companies Profiled: American Airlines, AT&T, Avon, Bank of America, more ...
Price: $0.00


Report Summary: Benchmarks for Excellence in Caribbean Retail Financial Services 
... (ID OP-100A)
Companies Profiled: Royal Bank of Canada, City of Bridgetown Co-Op Credit Union, Butterfield Bank, Barbados Public Workers' Co-operative Credit Union Ltd., more ...
Price: $0.00


Research Excerpt: Customer Experience Case Studies This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.
This is a 11-page excerpt from our "best of the best" customer experience and call center case studies presented at prior Global Benchmarking Council meetings... (ID MD-42)
Companies Profiled: Dow, Ben & Jerry's, Gale Consulting, Wachovia, more ...
Price: $0.00


Benchmarks for Excellence in Caribbean Retail Financial Services 
The intensely competitive nature of the retail-banking industry prompted members of the Barbadian retail financial services industry to join together to explore common “pain points” experienced by retail banks and credit unions in their search for customer service excellence... (ID OP-100)
Companies Profiled: Royal Bank of Canada, City of Bridgetown Co-Op Credit Union, Butterfield Bank, Barbados Public Workers' Co-operative Credit Union Ltd., more ...
Price: $1100.00


Transformational Leadership in Managing Service-To-Sales Conversions in Call Centers This document contains Graphics.
Non-members: Click here to sign-up for a complimentary tour of "Transformational Leadership in Managing Service-To-Sales Conversions in Call Centers"

Study Overview:

Increasingly, call center leaders are seeking to bolster their revenue by transforming traditional service channels into eservice and sales channels... (ID 4853)

Companies Profiled: Intuit, Fleet Bank, Vodafone, UMB, more ...
Price: $682.00


Achieving Service-to-Sales Call Center Business Goals with Performance Measurement Systems This document contains Graphics.
Non-members: for a complimentary excerpt featuring this document, please click here... (ID 4854)
Companies Profiled: Intuit, Fleet Bank, Vodafone, UMB, more ...
Price: $993.00


Managing Service-To-Sales Conversions in Call Centers: Training This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.
Non-members: Click here to sign-up for a complimentary tour of "Managing Service-To-Sales Conversions in Call Centers: Training"

Study Overview:

As inbound and outbound call center executives and managers transform their call centers into service and sales channels, they must design and implement cross-channel training curricula and programs that integrate the skills and behaviors required by both channels... (ID 4855)

Companies Profiled: Intuit, Fleet Bank, Vodafone, UMB, more ...
Price: $1489.89


Developing and Managing Hotel Staff For Increased Productivity and Superior Guest Experiences This document contains Metrics and Graphics.This document contains Metrics and Graphics.
Non-members: Click here to sign-up for a complimentary tour of "Developing and Managing Hotel Staff For Increased Productivity and Superior Guest Expericences" Non-Members: To download a complimentary excerpt of this study, please click here... (ID 4862)
Companies Profiled: Accra Beach Hotel & Resort, Crystal Cove Hotel, Colony Club Hotel, Dover Beach Apartment Hotel, more ...
Price: $1365.95


Achieving Customer Service Excellence in High-Demand Hotel Service Environments This document contains Metrics and Graphics.This document contains Metrics and Graphics.
Non-members: Click here to sign-up for a complimentary tour of "Achieving Customer Service Excellence in High-Demand Hotel Service Environments"

Study Overview

Customer service is the single most important element for the operational and financial success of hotels and resorts... (ID 4860)

Companies Profiled: The House Hotel, Colony Club Hotel, The New EdgeWater Hotel, Crystal Cove Hotel, more ...
Price: $406.15


Productivity Drivers for High-Impact Hotel Performance This document contains Metrics and Graphics.This document contains Metrics and Graphics.
Non-members: Click here to sign-up for a complimentary tour of "Productivity Drivers for High-Impact Hotel Performance"

Study Overview

The highly seasonal nature of the tourism business creates significant challenges for the hotel sector... (ID 4859)

Companies Profiled: The House Hotel, Tamarind Cove Hotel, The New EdgeWater Hotel, Turtle Beach Hotel, more ...
Price: $525.95


Report Summary -- Benchmarks for Excellence in Hotel Management: A Best Practices Analysis for the Caribbean Market 
... (ID OP-99A)
Price: $0.00


Benchmarks for Excellence in Hotel Management: A Best Practices Analysis for the Caribbean Market 
As the service sector continues to expand in today's economy, the hospitality industry also experiences rapid growth accompanied by a heightened demand for superior customer service and a stronger need for process optimization... (ID OP-99)
Companies Profiled: The Sandy Lane Hotel, Dover Beach Apartment Hotel, The Savannah Hotel, The New EdgeWater Hotel, more ...
Price: $1100.00


"Best of the Best" Compilation of Customer Satisfaction Case Studies: Meeting Proceedings This document contains Graphics and a detailed Process Map.This document contains Graphics and a detailed Process Map.
Non-Members: To download a complimentary excerpt of this study, click here... (ID 4842)
Companies Profiled: Dow Chemical, Ben & Jerry's, Texas Instruments, Gale Consulting, more ...
Price: $1499.00


The Service-to-Sales Research Bundle This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.
To download a research excerpt of the findings available in this bundle, click here... (ID 4833)
Companies Profiled: Aliant Telecom, American Express, AT&T, Bank of America, more ...
Price: $2495.00


Report Summary: Managing Service to Sales Cultural Transformation 
Across all industries, businesses are increasingly being forced to maximize return on their assets; this phenomenon is no more visible than in customer service call centers... (ID CS-64A)
Companies Profiled: GE Consumer Finance, Intuit, Wells Fargo, Carlson Leisure, more ...
Price: $0.00


Customer Service Bundle Excerpt 
To learn more about the best practices detailed in the Customer Service Bundle, download a free excerpt by clicking on the "Download Free Excerpt" button to the right... (ID MD-20)
Companies Profiled: 3M Company
Price: $0.00


Managing Service to Sales Cultural Transformation 
Across all industries, businesses are increasingly being forced to maximize return on their assets; this phenomenon is no more visible than in customer service call centers... (ID CS-64)
Companies Profiled: Carlson Leisure, Wells Fargo, Sprint, Intuit, more ...
Price: $4718.00


Call Center Excellence: Sales Auditing and Verification Policies and Procedures This document contains Metrics and Graphics.This document contains Metrics and Graphics.
Non-Members: Download a complimentary study summary of "Call Center Excellence: Sales Auditing and Verification Policies and Procedures" at http://www... (ID 4824)
Companies Profiled: Becton Dickinson, Deluxe Corporation, Intuit, Misys International Banking Systems, more ...
Price: $974.00


Managing Contact Center Reps for Maximum Productivity Research Bundle This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.
Non-Members: To view an excerpt of this bundle, click here... (ID 4818)
Companies Profiled: ADC, American Express, AmeriCredit, Aramark, more ...
Price: $1849.95


Engineering Sales Leads with Non-traditional Sales Forces This document contains Metrics and Graphics.This document contains Metrics and Graphics.

Study Overview

Companies are beginning to realize the untapped potential in generating sales leads though their remote workforce... (ID 4811)

Companies Profiled: Abu Dhabi Islamic Bank, British Telecom, Verizon, ADC, more ...
Price: $1050.00


Best Practice Database overview 
... (ID 4706)
Companies Profiled: Chemical Bank, Michigan Consolidated Gas, Merix, StorageTek, more ...
Price: $0.00


Online Summary: Contact Center Excellence Series 
To download the complimentary contact center excellence services summary, click "Download FREE Excerpt"... (ID CSS-63A)
Companies Profiled: American Airlines, American Express, AT&T, Bank of America, more ...
Price: $0.00


Driving Sales through Customer Service: Meeting Proceedings This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.
OVERVIEW Change is inevitable... (ID 4625)
Companies Profiled: Sprint, Lands' End, Federated Department Stores, Dow Corning, more ...
Price: $500.00


Contact Center Excellence: Developing & Maintaining a World-Class Contact Center This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.
A must-have for all contact center executives, this series is critical for driving call center success... (ID CSS-63)
Companies Profiled: A Leading Pharmaceutical Company, Aliant Telecom, American Airlines, American Express, more ...
Price: $25000.00


Financial Services: Transforming Call Centers into High-Performing Sales Channels 
Return to our Financial Services Research and Consulting Homepage This white paper is an excerpt from research profiling a class of companies that demonstrate successful practices in transforming call center staff into high-performing sales representatives... (ID WP-11)
Companies Profiled: Agilent Technologies, American Express, AT&T, Bank of America, more ...
Price: $0.00


Managing Customer Relationships: Loyalty and Retention Programs This document contains Metrics, Graphics and a practice summary Matrix.This document contains Metrics, Graphics and a practice summary Matrix.This document contains Metrics, Graphics and a practice summary Matrix.
Based on a survey of 45 organizations, this 22-slide presentation identifies how companies manage customer relationships through retention and loyalty programs... (ID 4561)
Companies Profiled: ADP, BankOne, Rockwell Collins, Bell South, more ...
Price: $603.95


Contact Center Operations: Effectively Serving Customers’ Technical Issues This document contains Metrics and Graphics.This document contains Metrics and Graphics.
Non-members: Click here to sign-up for a complimentary tour of "Contact Center Operations: Effectively Serving Customers' Technical Issues" Based on a survey of 29 primarily high-tech organizations, this 25-slide presentation identifies trends in contact centers that service customers with technical issues... (ID 4551)
Companies Profiled: Bioproducts, Vodacom, Talisma, WJ Communications, more ...
Price: $823.95


Customer Satisfaction Measurements in the Financial Services Industry This document contains Metrics and Graphics.This document contains Metrics and Graphics.
Based on a survey of eight leading financial service organizations, this 20-page slide presentation examines how companies use and value customer satisfaction measurements... (ID 4542)
Companies Profiled: Wachovia, US Bank, Washington Mutual, JP Morgan Chase, more ...
Price: $604.95


Contact Center Measurements in the Financial Services Industry This document contains Metrics and Graphics.This document contains Metrics and Graphics.
This 18-page slide presentation reveals how companies use and measure contact center performance... (ID 4541)
Companies Profiled: Washington Mutual, MetLife, BankOne, Wachovia, more ...
Price: $604.95


Customer Service: Managing World-Class Call Centers to Increase Customer Loyalty 
This white paper is an excerpt from research profiling a class of companies that demonstrate successful practices in managing call centers... (ID WP-08)
Companies Profiled: American Express, Saturn, Baxter Healthcare, State Farm, more ...
Price: $0.00


Capturing the Voice of the Customer: Processes, Practices and Performance This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.
Non-members: Click here to sign-up for a complimentary tour of "Capturing the Voice of the Customer: Processes, Practices and Performance" This 29-slide presentation gives insights into customer interaction processes and strategies employed by top companies... (ID 4519)
Companies Profiled: Accenture, GE Aircraft Engines, Reliant Energy, Amylum Iberica SA, more ...
Price: $824.95


Customer Relations Management Research Bundle This document contains Metrics and Graphics.This document contains Metrics and Graphics.
This research provides critical insight for effective customer relationship management... (ID 4514)
Companies Profiled: AAA, Sanofi-aventis, AAR Corp., Boeing, more ...
Price: $465.00


Customer Service Research Bundle This document contains Metrics, Graphics, a detailed Process Map and a practice summary Matrix.This document contains Metrics, Graphics, a detailed Process Map and a practice summary Matrix.This document contains Metrics, Graphics, a detailed Process Map and a practice summary Matrix.This document contains Metrics, Graphics, a detailed Process Map and a practice summary Matrix.
NonMembers: Click on the following link to download a Complimentary Excerpt of the findings available in the Customer Service Research Bundle: http://www... (ID 4508)
Companies Profiled: 3M, Aliant Telecom, American Airlines, Appleseeds, more ...
Price: $1329.95


Managing for High Performance in Service-to-Sales Initiatives This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.
Non-Members: To download the free summary available for "Managing for High Performance in Service to Sales," visit http://www... (ID 4490)
Companies Profiled: Aliant Telecom, Carlson Leisure, Travelocity, Bank One, more ...
Price: $975.56


Process Development for Cross-Selling Excellence This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.
This 35-page document illustrates four models for implementing sales in service-focused call centers... (ID 4489)
Companies Profiled: Aliant Telecom, Carlson Leisure, Travelocity, Bank One, more ...
Price: $975.95


Training & Developing Employees for Service-to-Sales Roles This document contains Metrics and Graphics.This document contains Metrics and Graphics.
This 29-page document illustrates how top companies reengineer their orientation and training systems to provide sales training to incumbent and new hire call center agents and supervisors... (ID 4488)
Companies Profiled: Aliant Telecom, Carlson Leisure, Travelocity, Bank One, more ...
Price: $923.95


Identifying, Recruiting & Cultivating Service-to-Sales Talent This document contains Metrics and Graphics.This document contains Metrics and Graphics.
This 25-page document focuses on winning practices for selecting, winning and cultivating call center employees for sales ability... (ID 4487)
Companies Profiled: Carlson Leisure, Bank One, Travelocity, Bank of America, more ...
Price: $891.95


Service-to-Sales Excellence: Key Findings This document contains Metrics and Graphics.This document contains Metrics and Graphics.
This 10-page document summarizes key findings from new Best Practices, LLC research on developing call center service agents for cross selling excellence... (ID 4486)
Companies Profiled: Aliant Telecom, Carlson Leisure, Travelocity, Bank One, more ...
Price: $379.04


Transforming Contact Centers into High-Performing Sales Channels: Building Service that Sustains Sales 
Economic, competitive and regulatory pressures have companies investigating new measures that will protect and expand customer relationships and cost-efficiently expand sales efforts... (ID CS-63)
Companies Profiled: Aliant Telecom, American Express, AT&T, Bank of America, more ...
Price: $4938.00


Report Summary -- Transforming Contact Centers into High-Performing Sales Channels: Building Service that Sustains Sales 
... (ID CS-63A)
Companies Profiled: Aliant Telecom, American Express, AT&T, Bank of America, more ...
Price: $0.00


Customer Insights for Action and Profit: Meeting Proceedings 
Non-members: Click here to download a complimentary excerpt of "Customer Insights for Action and Profit: Meeting Proceedings" The May 2003 Conference Customer Insights for Action and Profit generated great discussion and substantive sharing... (ID 4758)
Companies Profiled: Concentra, Nationwide Insurance, Hewlett-Packard, Best Practices LLC, more ...
Price: $500.00


Capturing Practices that Delight Customers This document contains Metrics, Graphics and a practice summary Matrix.This document contains Metrics, Graphics and a practice summary Matrix.This document contains Metrics, Graphics and a practice summary Matrix.
NonMembers: Click here to download a complimentary research excerpt from Capturing Practices that Delight Customers... (ID 4411)
Companies Profiled: American Airlines, James A. Haley Veterans Hospital, Arrow Electronics, Standard Register Company, more ...
Price: $824.95


Managing World-Class Call Centers -- Free Excerpt 
As the global marketplace brings increased standardization and CRM technology, customer service is becoming the key differentiator between your company and the competition... (ID 4408)
Companies Profiled: A Leading Pharmaceutical Company
Price: FREE


Customer Satisfaction Survey Findings -- Free Excerpt 
The goal of this study was to identify and better understand customer satisfaction metrics, as well as customer-focused policies, practices and processes... (ID 4806)
Companies Profiled: 29 Companies profiled
Price: $0.00


Customer Satisfaction Survey Findings (sample) 
The goal of this study was to identify and better understand customer satisfaction metrics, as well as customer-focused policies, ractices and processes... (ID IBE-1)
Companies Profiled: 29 Companies profiled
Price: $0.00


Customer Satisfaction Metrics This document contains Metrics, Graphics and a practice summary Matrix.This document contains Metrics, Graphics and a practice summary Matrix.This document contains Metrics, Graphics and a practice summary Matrix.
Non-members: Click here to sign-up for a complimentary tour of "Customer Satisfaction Metrics" This document contains analysis of how world-class organizations measure customer satisfaction and how often they survey customers, how they follow up with customers and reward employee performance, what organizations track with Customer Relationship Management tools, and other customer relationship-building activities and practices... (ID 4395)
Companies Profiled: Brooks-PRI Automation, Blackbaud, Cisco Systems, Honeywell, more ...
Price: $574.95


Measuring Order-to-Cash (OTC) Cycle Times to Enhance Customer Service This document contains Metrics, Graphics and a practice summary Matrix.This document contains Metrics, Graphics and a practice summary Matrix.This document contains Metrics, Graphics and a practice summary Matrix.
This document contains an analysis the operational tactics companies use to measure order-to-cash processes... (ID 4404)
Companies Profiled: Eastman Kodak, VIP INDUSTRIES LTD, Saint-Gobain, S.C. JOHNSON & SON, more ...
Price: $574.95


Benchmarking Effective Escalated Complaint Processes This document contains Metrics, Graphics and a practice summary Matrix.This document contains Metrics, Graphics and a practice summary Matrix.This document contains Metrics, Graphics and a practice summary Matrix.
This document contains an analysis of how world-class organizations handle the escalated complaint process... (ID 4401)
Companies Profiled: FedEx, GMD, AAA Fair Credit Foundation, AGCC, more ...
Price: $574.95


Enhancing Customer Support by Measuring and Managing Repair Operations This document contains Metrics, Graphics and a practice summary Matrix.This document contains Metrics, Graphics and a practice summary Matrix.This document contains Metrics, Graphics and a practice summary Matrix.
This document contains analysis of how companies measure and manage repair operations to enhance customer support... (ID 4394)
Companies Profiled: Cisco Systems, Eastman Kodak, Hewlett-Packard, MetLife, more ...
Price: $824.95


Operating Today’s Call Center: Trends on Call Center Representatives This document contains Metrics and Graphics.This document contains Metrics and Graphics.
This 28-slide PowerPoint presentation details metrics from 13 companies crossing several industries about today's call center representative... (ID 4389)
Companies Profiled: Citizens Bank of Canada, Nationwide Credit, Avnet, Express Scripts, more ...
Price: $834.95


Integrating Customer Service Communications This document contains Graphics.
This document explores in detail how several top-performing companies streamline and segment marketing and customer service communications for maximum return... (ID 4371)
Companies Profiled: 3M, Graybar Electric, Hewlett-Packard, Ford, more ...
Price: $344.95


Driving Call Center Performance Improvement This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.
This report explores in detail how several top-performing companies track performance and focus on improvement for their call center operations... (ID 4367)
Companies Profiled: IBM, T. Rowe Price, Saturn, FedEx, more ...
Price: $344.95


Developing and Retaining Call Center Service Professionals This document contains Graphics and a detailed Process Map.This document contains Graphics and a detailed Process Map.
This report explores in detail how several top-performing companies hire, train and prevent turnover among call center customer service employees... (ID 4365)
Companies Profiled: FedEx, Citigroup, Saturn, Merck, more ...
Price: $378.95


Managing the Call Center Answer Process This document contains Graphics and a detailed Process Map.This document contains Graphics and a detailed Process Map.
This report examines the ways that several top-performing companies manage processes at call centers to ensure maximum customer satisfaction and operational efficiency... (ID 4364)
Companies Profiled: Lucent Technologies, American Express, USAA, AT&T UCS, more ...
Price: $344.95


Designing Call Center Strategy and Structure This document contains Graphics.
This report examines the ways that several top-performing companies organize and run call centers to ensure maximum customer satisfaction and operational efficiency... (ID 4363)
Companies Profiled: General Electric, T. Rowe Price, FedEx, American Express, more ...
Price: $344.95


Creating Value through People, Process & Technology This document contains Graphics.
At the fourth quarterly meeting in San Antonio, GBC members and guests discussed success stories and best practices in creating value through people, process and technology... (ID 4366)
Companies Profiled: Texas Instruments, Gale Consulting, Cisco Systems, FedEx, more ...
Price: $249.95


Updating Customers on Order Progress: Using Communication to Increase Customer Satisfaction This document contains Metrics, Graphics and a practice summary Matrix.This document contains Metrics, Graphics and a practice summary Matrix.This document contains Metrics, Graphics and a practice summary Matrix.
Successful companies recognize the importance of providing effective communication regarding service delivery to maintain customer satisfaction... (ID 4323)
Companies Profiled: AT&T, APA Optics, Florida Power & Light, eircom Business Systems, more ...
Price: $824.95


Building a Blueprint for World-Class Customer Service Excellence -- Free Excerpt 
Customer service excellence is the key driver of bottom-line results, especially as more and more industries — from hamburger joints to mutual fund brokers — sell what their customers perceive as commodities... (ID 3343)
Companies Profiled: over 50 companies profiled
Price: FREE


CRM Implementation Road Map: Part 4 -- Continuous Improvement This document contains Graphics.
This is the fourth chapter in an executive workbook that outlines the key milestones of a successful CRM implementation... (ID 4226)
Companies Profiled: AAR Corp., Sanofi-aventis, AAA, Boeing, more ...
Price: $111.95


CRM Implementation Road Map: Part 2 -- Pilot Programs This document contains Graphics.
This is the second chapter in an executive workbook that outlines the key milestones of a successful CRM implementation... (ID 4224)
Companies Profiled: AAR Corp., Sanofi-aventis, AAA, Boeing, more ...
Price: $111.95


CRM Implementation Road Map: Part 3 -- Global Rollout This document contains Graphics.
This is the third chapter in an executive workbook that outlines the key milestones of a successful CRM implementation... (ID 4225)
Companies Profiled: AAR Corp., Sanofi-aventis, AAA, Boeing, more ...
Price: $111.95


CRM Implementation Road Map: Part 1 -- Strategic Planning This document contains Graphics.
This is the first chapter in an executive workbook that outlines the key milestones of a successful CRM implementation... (ID 4223)
Companies Profiled: AAR Corp., Sanofi-aventis, AAA, Boeing, more ...
Price: $111.95


Reward and Recognize Broadly and Strategically 
Recognition and performance programs enable companies to encourage achievement and to sustain a culture of customer focus and high employee involvement... (ID 0186)
Companies Profiled: AT&T, Verizon, FedEx, Ritz-Carlton, more ...
Price: $9.95


How Leading Newspapers Segment Customers to Target Sales Efforts and Resources 
This brief document looks at market segmentation strategies at several newspapers... (ID 1185)
Companies Profiled: Daily Oklahoman, Reno Gazette-Journal, Richmond Times-Dispatch, Auburn (NY) Citizen
Price: $9.95


Using CRM to Share Customer Data Across the Company -- Part 2 
Practices in this document include: Augmenting information technology systems to support new customer segment definitions and enable enhanced customer segmentation and targeting processes... (ID 4236)
Companies Profiled: Sanofi-aventis, Lands' End, U.S. Department of Veteran's Affairs
Price: $27.95


Using CRM to Share Customer Data Across the Company -- Part 1 This document contains Metrics and Graphics.This document contains Metrics and Graphics.
Practices in this document include: Defining customer ownership based on customer needs to provide enhanced service... (ID 4235)
Companies Profiled: Sanofi-aventis, Eli Lilly, PSEG, U.S. Department of Veteran's Affairs
Price: $22.95


CRM Performance Measurement: Tracking Client Satisfaction This document contains Metrics and Graphics.This document contains Metrics and Graphics.
Once a company has implemented the CRM technology, it sometimes struggles with the best way to determine an accurate return on the investment... (ID 4242)
Companies Profiled: PSEG, U.S. Department of Veteran's Affairs
Price: $25.95


CRM Performance Measurement: Tailoring Metrics to Key Stakeholders This document contains Graphics.
Developing and tracking CRM performance metrics is perhaps one of the most difficult, yet critical stages of building a CRM program... (ID 4241)
Companies Profiled: Lands' End, U.S. Department of Veteran's Affairs
Price: $25.95


CRM Performance Measurement: Create a Customer Value Index This document contains Graphics.
A key goal of customer relationship management is to develop a clear picture of the products and services customers use over time... (ID 4240)
Companies Profiled: AAA, Eli Lilly
Price: $22.95


Changing Your Cultural Focus from Products to Customers: An Overview This document contains Metrics and Graphics.This document contains Metrics and Graphics.
This document provides a high-level overview of changing your cultural focus from products to customers... (ID 4231)
Companies Profiled: AAR Corp., Sanofi-aventis, AAA, Boeing, more ...
Price: $34.95


Long-Term CRM Success: An Overview This document contains Metrics and Graphics.This document contains Metrics and Graphics.
This document provides a high-level overview of the long-term approach to measuring CRM success... (ID 4232)
Companies Profiled: AAR Corp., Sanofi-aventis, AAA, Boeing, more ...
Price: $34.95


Long-Term CRM Success: Managing Expectations 
Global teams focused on improving customer relationships often develop high-level initiatives that risk complications and failure on the individual country level... (ID 4243)
Companies Profiled: Sanofi-aventis, Eli Lilly, U.S. Department of Veteran's Affairs
Price: $34.95


Long-Term CRM Success: Knowledge Management This document contains Graphics.
As companies seek to expand their CRM and Internet strategies, they must use the strategies of knowledge management to drive their efforts... (ID 4237)
Companies Profiled: Skandia, Xerox
Price: $27.95


Long-Term CRM Success: Employee Incentives 
Companies that compensate employees relative to their overall customer satisfaction levels emphasize the importance of providing world-class customer service throughout the entire organization... (ID 4238)
Companies Profiled: PSEG, U.S. Department of Veteran's Affairs, AT&T, Harris Corporation
Price: $9.95


CRM Structure: Establish Customer Advisory Boards 
Customer advisory boards and councils are critical to maintaining customer focus when setting strategy and planning activities... (ID 4239)
Companies Profiled: Sanofi-aventis, U.S. Department of Veteran's Affairs
Price: $9.95


Communicating CRM Messages to Employees This document contains Graphics.
This document includes the following practices: Developing a formal CRM communication plan to ensure consistency in message delivery and results measurement... (ID 4233)
Companies Profiled: Sanofi-aventis, Eli Lilly, Lands' End
Price: $34.95


Building Employee Buy-In for CRM This document contains Graphics.
This document includes the following practices: Communicating key customer-focused initiatives from the top of the company down to front-line employees to generate company-wide CRM support... (ID 4234)
Companies Profiled: Eli Lilly, Lands' End
Price: $25.95


Moving CRM into the Recruiting and Training Process This document contains Metrics and Graphics.This document contains Metrics and Graphics.
Cultural adjustment is one of the most challenging aspects of CRM implementation... (ID 4230)
Companies Profiled: AAA, Sanofi-aventis
Price: $25.95


CRM Strategy: Setting Goals This document contains Graphics.
This document contains practices related to using internal company and external customer feedback when setting CRM goals... (ID 4216)
Companies Profiled: AAA, Sanofi-aventis, U.S. Department of Veteran's Affairs
Price: $27.95


CRM Strategy Development: Communicating to Employees This document contains Graphics.
Practices in this document include: Developing a strategy guide to communicate CRM objectives throughout the organization... (ID 4215)
Companies Profiled: AAA, Sanofi-aventis, Lands' End
Price: $29.95


CRM Overview This document contains Metrics and Graphics.This document contains Metrics and Graphics.
This document gives a high-level overview of several Customer Relationship Management issues, including benefits of CRM, strategic development, management structure and implementation concerns... (ID 4214)
Companies Profiled: AAR Corp., Sanofi-aventis, AAA, Boeing, more ...
Price: $0.00


CRM Management: Creating a Cross-Functional Approach This document contains Graphics.
Practices in this document include: Developing a global, cross-functional team to build customer-focused initiatives and buy-in across all business units... (ID 4218)
Companies Profiled: Eli Lilly, Sanofi-aventis, PSEG
Price: $9.95


CRM Management: Balancing Local Implementation with Global Operations This document contains Graphics.
Implementing a CRM initiative within a global organization presents many challenges – language and cultural barriers, subtle market differences, inconsistent systems and divergent methodologies... (ID 4217)
Companies Profiled: Eli Lilly
Price: $9.95


CRM Management: Appoint a CRM Champion This document contains Graphics.
Companies with exceptional customer loyalty share a common denominator: Customer-focused cultures inspired by dedicated leaders, who affirm customer-orientation as a fundamental operating value... (ID 4222)
Companies Profiled: PSEG, AAA, Lands' End, U.S. Department of Veteran's Affairs
Price: $9.95


CRM Implementation: Testing the System This document contains Graphics.
Practices in this document include: Testing new systems on a pilot group of customers before complete implementation to guide programs and minimize mistakes... (ID 4220)
Companies Profiled: Lands' End, Sanofi-aventis
Price: $22.95


CRM Implementation: Building Buy-In This document contains Graphics.
Practices in this document focus on tactics for building buy-in for CRM initiatives... (ID 4219)
Companies Profiled: Lands' End, Sanofi-aventis
Price: $22.95


Managing World-Class Call Centers: Site Visit Findings 
Our most comprehensive call center report! Improve processes, performance measurement, and human resource management to transform your call center into a world-class customer service tool... (ID CS-50)
Companies Profiled: A Leading Pharmaceutical Company, American Airlines, American Express, Avnet, more ...
Price: $2490.00


Countdown to Customer Focus: A Step-By-Step Guide to CRM Implementation This document contains Metrics and a practice summary Matrix.This document contains Metrics and a practice summary Matrix.
Non-members: Click here to review a complimentary excerpt from "Countdown to Customer Focus: A Step-By-Step Guide to CRM Implementation" Master, step-by-step, the processes that turn CRM initiatives into global successes... (ID 5173)
Companies Profiled: AAA, Sanofi-aventis, AAR Corp., AT&T, more ...
Price: $3196.00


Report Summary -- Countdown to Customer Focus: A Step-By-Step Guide to CRM Implementation 
... (ID CS-61A)
Companies Profiled: AAA, Sanofi-aventis, AAR Corp., AT&T, more ...
Price: $0.00


Customer Service Excellence Project Maps This document contains Graphics and a detailed Process Map.This document contains Graphics and a detailed Process Map.
Six detailed, color process maps comprise this document... (ID 4127)
Companies Profiled: Saturn, American Express, FedEx, T. Rowe Price, more ...
Price: $29.95


Top Call Center Lessons Learned -- Free Excerpt 
This document includes a table that summarizes benchmark partners’ responses to the question: “What are the top three ‘lessons learned’ you have identified as a customer service call center manager?” The table is arranged by area of response: for example, a response such as “Listen for customers’ current and future needs” would be placed in the “Customer Listening” category... (ID 3049)
Companies Profiled: Xerox, Dupont, Lipton, Boeing, more ...
Price: FREE


Customer Relationship Management: Brief Summary of Project Learnings 
Customer Relationship Management tips excerpted from work completed for a major telecommunications client... (ID 1988)
Companies Profiled: A Top Telecommunications Company
Price: $9.95


Customer Satisfaction Survey: Brobeck, Phleger & Harrison 
This document contains the link to a paper-based customer satisfaction survey used by Brobeck... (ID 3789)
Companies Profiled: Brobeck, Phleger & Harrison
Price: $9.95


Customer Satisfaction Survey: KPMG Peat Marwick 
This document contains the link to a paper-based customer satisfaction survey used by KPMG Peat Marwick... (ID 3802)
Companies Profiled: KPMG Peat Marwick
Price: $9.95


Customer Satisfaction Survey: Courtyard 
This document contains the link to a paper-based customer satisfaction survey used by Courtyard... (ID 3793)
Companies Profiled: Courtyard
Price: $9.95


Customer Satisfaction Survey: Hampton Inn 
This document contains the link to a paper-based customer satisfaction survey used by Hampton Inn... (ID 3798)
Companies Profiled: Hampton Inn
Price: $9.95


Customer Satisfaction Survey: BostonCoach 
This document contains the link to a paper-based customer satisfaction survey used by BostonCoach... (ID 3788)
Companies Profiled: BostonCoach
Price: $9.95


Develop a Balanced Scorecard of Performance Measures to Drive Corporate Excellence This document contains Graphics.
The Balanced Scorecard of performance measures, developed by Harvard professor Robert Kaplan and consultant David Norton, illustrates the idea that “what gets measured is what gets managed... (ID 3360)
Companies Profiled: over 50
Price: $9.95


Customer Satisfaction Survey: NationsBank 
This document contains the link to a paper-based customer satisfaction survey used by Bank of America... (ID 3809)
Companies Profiled: Bank of America
Price: $9.95


Customer Satisfaction Survey: Chevron 
This document contains the link to a paper-based customer satisfaction survey used by Chevron... (ID 3792)
Companies Profiled: Chevron
Price: $9.95


Customer Satisfaction Survey: Avis 
This document contains the link to a paper-based customer satisfaction survey used by Avis... (ID 3787)
Companies Profiled: Avis
Price: $9.95


Customer Satisfaction Survey: American Airlines 
This document contains the link to a paper-based customer satisfaction survey used by American Airlines... (ID 3786)
Companies Profiled: American Airlines
Price: $9.95


Customer Satisfaction Survey: Doubletree 
This document contains the link to a paper-based customer satisfaction survey used by Doubletree... (ID 3796)
Companies Profiled: Doubletree
Price: $9.95


Customer Satisfaction Survey: Bruegger's Bagel Bakery 
This document contains the link to a paper-based customer satisfaction survey used by Bruegger's Bagel Bakery... (ID 3790)
Companies Profiled: Bruegger's Bagel Bakery
Price: $9.95


Design Career Paths, Performance Measures to Nurture Key Competencies Required for Job Success 
American Express has developed an integrated career development and training path that is anchored on cultivating employee competencies... (ID 2964)
Companies Profiled: American Express
Price: $18.95


Develop a Structural Approach to Train Front-Line Service Reps for Service Excellence -- Free Excerpt 
At the American Express Service Center, most of the 2,500 associates are cross-utilized or multi-skilled in order to maximize efficiencies across the client group... (ID 2962)
Companies Profiled: American Express
Price: FREE


Human Resources Measures at USAA 
USAA Insurance has developed a set of critical human resource measures to ensure that employees are satisfied and productive... (ID 3362)
Companies Profiled: USAA
Price: $9.95


Develop an Integrated Approach to Process Management 
Top companies develop integrated approaches to process management... (ID 3364)
Companies Profiled: Motorola, FedEx, Corning, Saturn, more ...
Price: $9.95


Conduct Regular Assessments of Performance Measures to Drive Continuous Improvement 
Saturn recently revised its performance measures to better support and focus its call center management system... (ID 2954)
Companies Profiled: Sprint
Price: $9.95


Capture Customer Needs -- Part 1 This document contains Graphics.
Employ multiple “listening posts” to capture customer needs... (ID 3344)
Companies Profiled: AT&T, Citigroup, Fidelity Investments
Price: $9.95


Capturing information about customer needs and wants -- Part 1 This document contains Graphics.
AT&T Universal Card Services (now a part of Citigroup) has formalized a Customer “Listening Post” team to manage and integrate customer information into its business processes... (ID 3771)
Companies Profiled: AT&T UCS
Price: $9.95


Employ Diverse and Integrated Communication Methods to Keep Employees Well Informed -- Part 2 
Practices in this document include: Providing reps with regular product updates to facilitate customer response... (ID 3005)
Companies Profiled: Baxter, Toyota
Price: $9.95


Benchmark with Competitors for Call Center Excellence 
Practices in this document include: Ensuring senior leadership involvement with call centers to drive customer service excellence... (ID 3015)
Companies Profiled: State Farm
Price: $18.95


Report Summary -- Pharmaceutical Brand Management -- Strengthening the Global Brand 
... (ID SM-131A)
Companies Profiled: 3M, Aetna, American Express, AT&T UCS, more ...
Price: $0.00


Customer Satisfaction Survey Process Results 
This brief document includes the results of a survey done by Best Practices LLC that looked at the approach to employee satisfaction surveys... (ID 3783)
Companies Profiled: Ritz-Carlton, Pitney Bowes, Motorola, Ford, more ...
Price: $9.95


Develop Systems to Efficiently Manage Call Center Workflow 
Develop systems to help service representatives quickly address and answer customer questions... (ID 3349)
Companies Profiled: General Electric, Citigroup, American Airlines, FedEx
Price: $9.95


Designing Processes to "Delight" Customers. This document contains Graphics.
Use Customer Preference Data to Deliver Premium Service at the Individual Level to Increase Customer Loyalty and Encourage Repeat Business... (ID 3352)
Companies Profiled: Verizon
Price: $9.95


Design Services to Increase Customer Loyalty -- Free Excerpt 
Increase customer retention by providing alternate products and services to meet the customer’s changing needs... (ID 3356)
Companies Profiled: Citigroup, Daily Oklahoman, The Macon Telegraph, MBNA, more ...
Price: $0.00


Take an Integrated Approach to Managing Multiple Call Centers 
Practices in this document: Taking an integrated approach to managing multiple call centers to avoid a “silo” effect... (ID 2969)
Companies Profiled: FedEx
Price: $9.95


Develop Systems to Optimize Customer Service Interactions This document contains Graphics.
Practices in this document include: Employing systems to segment inbound customer calls automatically for fast response and resolution... (ID 2952)
Companies Profiled: Saturn
Price: $9.95


Employ a Structured Approach to Customer Interactions 
Practices in this document include: Developing a clearly defined vision, mission and operating principles to drive service excellence... (ID 2991)
Companies Profiled: Lucent Technologies
Price: $9.95


Designing an Integrated Approach to Service Excellence -- Part 1 This document contains Graphics.
Practices in this document include: Designing systems to handle customer transactions without rep involvement... (ID 2974)
Companies Profiled: T. Rowe Price, Baxter
Price: $9.95


Designing an Integrated Approach to Service Excellence -- Part 3 
Practices in this document include: Employing systems to segment calls for rapid response and resolution... (ID 2996)
Companies Profiled: T. Rowe Price, Baxter
Price: $9.95


Manage Call Centers as an Integrated System to Optimize Performance 
Practices in this document include: Managing call centers as an integrated system in order to make operational decisions that optimize the entire performance system... (ID 2959)
Companies Profiled: American Express
Price: $9.95


Effectively Managing Spikes in Call Volume 
Practices in this document include: Developing and implementing long-term and short-term call projections and forecasting strategies... (ID 2975)
Companies Profiled: T. Rowe Price, Toyota
Price: $9.95


Customer Service Excellence Process and Design Management Implementation Planning Matrix This document contains a practice summary Matrix.
Contains a Process Design & Management Implementation Planning Matrix featuring 9 companies and their lessons learned... (ID 2948)
Companies Profiled: Saturn, American Express, FedEx, T. Rowe Price, more ...
Price: $22.95


Implement a Strategic, Integrated Service Vision to Build Customer Satisfaction and Loyalty 
Practices in this document include: Developing a strategic service vision committed to building customer enthusiasm and loyalty... (ID 2951)
Companies Profiled: Saturn
Price: $9.95


Employ an Integrated Call Center Management Process 
Practices in this document include: Outsourcing call center functions based on overall customer service strategy for resource optimization... (ID 3030)
Companies Profiled: Fellowes, Boeing, Xerox, At-A-Glance
Price: $9.95


Develop Systems to Handle Customer Inquiries and Complaints Effectively This document contains Graphics.
Practices in this document include: Developing a structured approach to dispute resolution that is enabled through technology-based decision models... (ID 2960)
Companies Profiled: American Express
Price: $9.95


Align Customer Service Strategy with New and Emerging Technologies 
Practices in this document include: Strategically locating call centers to enhance contact with customers... (ID 2968)
Companies Profiled: FedEx
Price: $9.95


Report Summary -- Call Centers - Executive Insights for Excellence 
... (ID CS-52A)
Companies Profiled: At-A-Glance, Atapco, A.T. Cross, Boeing, more ...
Price: $0.00


Fostering Customer Loyalty via the Internet -- Part 2 
Utilize creative design to present information that both educates and entertains consumers. Merck’s Health Infopark section demonstrates both depth and breadth of content and creative design... (ID 3602)
Companies Profiled: Merck, Sanofi-aventis, Roche, Pharmacia, more ...
Price: $9.95


Key Call Center Trends 
This document includes a table that summarizes benchmark partners’ responses to the question: “What are the top three key trends that you have identified in the field of customer service call centers?” The table is arranged by area of response: for example, a response such as “Handle Customer Inquiries Through the Internet” would be placed in the “Web/EDI/ERP” category... (ID 3051)
Companies Profiled: Xerox, Dupont, Lipton, Boeing, more ...
Price: $9.95


Top Call Center Challenges 
This document includes a table that summarizes benchmark partners’ responses to the question: “What are the top three challenges that you have encountered as a customer service call center manager?” The table is arranged by area of response: for example, a response such as “Hiring and training CSRs in time for seasonal peaks” would be placed in the “Recruitment and Retention” category... (ID 3050)
Companies Profiled: Xerox, Dupont, Lipton, Boeing, more ...
Price: $9.95


Customer Service Communication & Leadership Implementation Planning Matrix This document contains a practice summary Matrix.
This document contains a communication and leadership implementation planning matrix and action-planning worksheet for nine world-class companies... (ID 2949)
Companies Profiled: Saturn, American Express, FedEx, T. Rowe Price, more ...
Price: $18.95


Deploy Intensive Marketing Training Programs to Instruct Employees on Segmentation Strategies 
As part of its commitment to training, one world-class company has developed a marketing “Boot Camp” for new marketing hires... (ID 3003)
Companies Profiled: FedEx
Price: $9.95


Format Your Training Program to Provide Maximum Time With Each New CSR 
Practices in this document include: Monitoring and managing the ratio of CSRs to team leaders to encourage coaching and feedback... (ID 3014)
Companies Profiled: State Farm
Price: $9.95


Monitor Rep Performance Regularly to Target Performance Improvement 
One world-class company formally reviews its call center reps’ performance every 120 days... (ID 3010)
Companies Profiled: Toyota
Price: $9.95


Provide Innovative Orientation and Training Programs to Continuously Improve Call Center Performance 
Practices in this document include: Aligning availability of internal positions with rep development to attract high-value employees and reduce turnover... (ID 3037)
Companies Profiled: Sanford, Fellowes, Quality Park, Hunt, more ...
Price: $9.95


Design an Integrated Performance Management System to Align Behavior with Corporate Goals 
One world-class company links performance review and management process directly to employee development and career pathing processes... (ID 2998)
Companies Profiled: Baxter
Price: $9.95


Monitor Selected Rep Calls to Ensure Quality and Guide Development 
Practices in this document include: Instituting a thorough annual call monitoring performance review... (ID 2979)
Companies Profiled: T. Rowe Price, L.L. Bean
Price: $9.95


Deliver Integrated Training to Support Employee Productivity and Service Excellence 
Practices in this document include: Employing a multi-phased team recruitment process to select the most qualified candidates... (ID 2953)
Companies Profiled: Saturn
Price: $9.95


Provide Diverse Training to Build Reps' Skills 
Practices in this document include: Developing a long-range training plan to increase overall call center effectiveness... (ID 2997)
Companies Profiled: Baxter
Price: $9.95


Develop Compensation Programs to Support Corporate Strategy 
Practices in this document include: Designing a compensation system to attract outstanding call center reps... (ID 2985)
Companies Profiled: T. Rowe Price, Fidelity Investments, Baxter, Saturn, more ...
Price: $9.95


FedEx Places People First in its Operating Strategy 
FedEx places People first in its operating strategy (People-Service-Profit) and supports this belief with consistent programs, benefits and communications... (ID 2535)
Companies Profiled: FedEx
Price: $9.95


Provide Continuous Training & Development to Increase Retention and Skill Sets 
Practices in this document include: Developing and communicating a clear career progression that links employee tenure, training and earnings potential... (ID 2977)
Companies Profiled: T. Rowe Price, L.L. Bean
Price: $9.95


Allocate Time for Regular Training Updates and Reinforcement 
Practices in this document include: Requiring a time commitment before reps can accept promotions or transfers... (ID 3008)
Companies Profiled: Toyota
Price: $9.95


Develop a Training Program to Support Employee Productivity and Service Excellence 
Practices in this document include: Providing on-going coaching and feedback to fine-tune call center rep performance... (ID 2992)
Companies Profiled: Lucent Technologies, Toyota
Price: $9.95


Employ Continuous Training to Enable Call Center Reps to Provide Service Excellence This document contains Graphics.
Practices in this document include: Designing a career pathing process to guide rep development... (ID 2984)
Companies Profiled: Fidelity Investments
Price: $9.95


Match Recruitment and Selection Processes to Company Goals -- Part 2 
Create competency and background profiles for call center representative positions... (ID 3825)
Companies Profiled: Toyota, L.L. Bean
Price: $9.95


Manage the Call Center Recruitment Process to Attract and Retain Excellent Employees 
Practices in this document include: Developing ideal CSR profiles to hire candidates who match successful reps... (ID 3033)
Companies Profiled: At-A-Glance, Boeing, Atapco, Fellowes
Price: $9.95


Employ an Integrated Recruitment Process to Ensure Fit Between Applicant and Position This document contains Graphics.
Practices in this document include: Designing a thorough position profile to aid in selection and recruitment... (ID 2983)
Companies Profiled: Fidelity Investments
Price: $9.95


Employ a Multi-Stage Recruitment Process to Select Successful Employees 
To ensure that associates are well suited for the job, American Express employs a multi-phase selection process for recruitment... (ID 2961)
Companies Profiled: American Express
Price: $9.95


Match Recruitment and Selection Processes to Company Goals -- Part 1 
Practices in this document include: Employing a staged selection process that screens applicants in subsequent steps to select the best candidates... (ID 2976)
Companies Profiled: T. Rowe Price, Lucent Technologies, Baxter, FedEx, more ...
Price: $9.95


Develop an Integrated Employee Opinion Process to Involve Employees 
The Survey Feedback Action (SFA) program represents an effective “closed-loop” system to ensure that employee opinion survey results are widely considered, communicated, and used for identifying weak managers, forging an alliance between frontline employees and management, and driving improvement actions... (ID 3000)
Companies Profiled: FedEx, State Farm
Price: $9.95


Develop a Tiered Incentive Program to Recognize Various Levels of Outstanding Behavior 
Practices in this document include: Developing a tiered incentive program to recognize various levels of outstanding behavior... (ID 3013)
Companies Profiled: State Farm
Price: $9.95


Design Innovative and Effective Call Center Compensation Programs This document contains Graphics.
Practices in this document include: Offering innovative rewards and recognition for outstanding customer service performance... (ID 3035)
Companies Profiled: PM, Xerox, Atapco
Price: $9.95


Employ Non-Financial Recognition Systems to Support Employee Retention & A Culture of Service Excellence 
Practices in this document include: Employing informal recognition programs that build corporate traditions and encourage performance excellence... (ID 2955)
Companies Profiled: Lucent Technologies, Saturn, Baxter, FedEx, more ...
Price: $9.95


Identify and Manage Key Drivers of Employee Satisfaction 
Practices in this document include: Identifying and manage key drivers of employee satisfaction... (ID 2963)
Companies Profiled: American Express
Price: $9.95


Develop Integrated Recognition Programs to Support Corporate Strategy 
Practices in this document include: Designing broad-based reward and recognition programs to drive behavior and improve satisfaction & retention... (ID 2978)
Companies Profiled: T. Rowe Price, Toyota
Price: $9.95


Carefully Analyze the Profitability of Recovered Customers Versus Those who Defect to Maximize Retention Efforts 
Carefully Analyze the Profitability of Recovered Customers Versus Those who Defect to Maximize Retention Efforts... (ID 3353)
Companies Profiled: State Farm
Price: $9.95


Developing Customer Service Leadership Systems (Leadership Summary Table) This document contains Graphics.
... (ID 3366)
Companies Profiled: FedEx, General Electric, Xerox, Honeywell, more ...
Price: $18.95


Customer Loyalty Management Planning Matrix This document contains a practice summary Matrix.
Contains a Customer Loyalty Management Implementation Planning Matrix featuring 9 companies and their lessons learned... (ID 2947)
Companies Profiled: Saturn
Price: $18.95


Integrate Customer Loyalty Efforts to Ensure that Key Customers are Retained 
Practices in this document include: Providing enough capacity to meet peak demand to ensure customers are satisfied during critical interactions... (ID 2987)
Companies Profiled: Fidelity Investments
Price: $9.95


Capturing information about customer needs and wants -- Part 3 
This document includes the following practices: 1) conducting research on product and service utilization to understand customer 2) Making customer information actionable and accessible to front-line employees... (ID 3872)
Companies Profiled: Citigroup, IBM, Wells Fargo
Price: $9.95


Integrating Customer Databases to Refine Segmentation 
Practices in this document include: Integrating customer data across your company’s major business functions to develop a more consistent and holistic view of customers... (ID 2698)
Companies Profiled: Verizon, WorldCom, John Hancock
Price: $9.95


Additional Sample Balanced Scorecards 
Best Practices LLC conducted a study of 14 world-class companies renowned for their implementation of the balanced scorecard... (ID 3363)
Companies Profiled: American Express, Exxon Mobil, USDOT, Kaiser Permanente
Price: $9.95


Capture Customer Needs -- Part 2 This document contains Graphics.
Different customer segments have different sets of needs and wants... (ID 3345)
Companies Profiled: Xerox, Citigroup, Fidelity Investments, Eastman Chemical
Price: FREE


Develop Quantitative Scorecards to Measure CSR Performance Objectively -- Free Excerpt 
Fed Ex has developed a scorecard (included within this practice) to measure the performance of its reps... (ID 3024)
Companies Profiled: FedEx
Price: FREE


Employ Differentiated Service to Promote Return Business 
Practices in this document include: Employing differentiated service to promote return business... (ID 3043)
Companies Profiled: Sanford, Compaq
Price: $9.95


Employ an Integrated Approach to Managing Customer Satisfaction This document contains Graphics.
In Best Practices, LLC’s work with Malcolm Baldrige Award winners, it has found that an integrated approach to managing customer satisfaction is most effective... (ID 0123)
Companies Profiled: Chemical Bank, Michigan Consolidated Gas, Merix, StorageTek, more ...
Price: $9.95


Employ a Scorecard Approach to Customer Segmentation to Track and Market to Various Customer Segments 
Practices in this document include: Segmenting according to customer needs rather than business processes... (ID 3027)
Companies Profiled: FedEx
Price: $9.95


Employ Value-Added Service Enhancements to Retain Customers 
Practices in this document include: Empowering service reps to put cases on the "Fast Track" to satisfy and retain customers... (ID 3025)
Companies Profiled: FedEx
Price: $9.95


TIAA-CREF Systems for Managing, Routing Calls Effectively 
This document profiles TIAA-CREF's call center, identifying best practices for managing calls... (ID 3022)
Companies Profiled: Federal Express, TIAA-CREF
Price: $9.95


Create Differentiated Marketing for Customer Segments and Communicate through Variety of Methods 
This document looks at how TIAA-CREF segments customers along key dimensions of the business... (ID 3020)
Companies Profiled: TIAA-CREF
Price: $9.95


L.L. Bean Customer Service Center Process Design 
L... (ID 3018)
Companies Profiled: L.L. Bean
Price: $9.95


Integrate Call Center Functions with Overall Customer Service Strategy 
Practices in this document include: Ensuring service availability during critical “moments of truth.” Capturing key customer information to refine the customer loyalty strategy... (ID 3016)
Companies Profiled: State Farm
Price: $18.95


Process Design of State Farm's Customer Response Center 
Practices in this document include: Employing popup information to enhance customer service... (ID 3011)
Companies Profiled: State Farm
Price: $9.95


Employ a Systemwide Call Center Performance Planning and Review Process 
This document looks at performance planning and review including the following topics: Measuring customer satisfaction regularly to identify key requirements and improvement opportunities; Employing a systemwide call center performance planning and review processes; Involving senior leadership in call center management and measurement to ensure high level support; Employing measurement processes to drive continuous improvement; Involving senior managers in call center management to ensure high level support... (ID 2999)
Companies Profiled: Baxter, Toyota
Price: $18.95


Build a Strong Corporate Culture by Closely Linking all Levels of the Organization This document contains Graphics.
Practices in this document include: Involving senior leadership in the communication of direction and culture to employees... (ID 2994)
Companies Profiled: Lucent Technologies, FedEx
Price: $9.95


Integrate Customer Loyalty Efforts to Ensure that Key Customers are Retained -- Part 2 
Practices in this document include: Communicating the importance of customer service by calibrating and sharing the economics of customer acquisition and retention... (ID 2993)
Companies Profiled: Lucent Technologies
Price: $9.95


Overview of Lucent Technologies' Customer Care Center 
Lucent Technologies was created in the 1996 AT&T spinoff which also gave birth to NCR Corporation... (ID 2990)
Companies Profiled: Lucent Technologies
Price: $9.95


Design a Process to Evaluate Employees' Leadership Potential 
Practices in this document include: Ensuring senior executive involvement with call centers to keep corporate focus on customer service... (ID 2989)
Companies Profiled: Fidelity Investments, FedEx
Price: $9.95


Segment Customers according to Overall Value and Service Needs 
Practices in this document include: Segmenting customers according to overall value and service needs... (ID 2988)
Companies Profiled: Fidelity Investments, Toyota, FedEx
Price: $9.95


Align Key Measurements with Corporate Goals 
Practices in this document include: Measuring technology acquisition and implementation against other top call center companies... (ID 2986)
Companies Profiled: Fidelity Investments
Price: $9.95


Designing an Integrated Approach to Service Excellence -- Part 2 This document contains Graphics.
Practices in this document include: Designing an integrated technological system to manage call volumes and maximize customer service... (ID 2982)
Companies Profiled: Fidelity Investments
Price: $9.95


Maintaining Customer Loyalty through Segmentation and Differentiated Services 
Practices in this document include: Designing differentiated services for higher-value customers... (ID 2981)
Companies Profiled: T. Rowe Price, Baxter, Toyota
Price: $9.95


Select Key Customer Service Metrics to Track 
Practices in this document include: Involving senior leadership in call center management to ensure high level support... (ID 2980)
Companies Profiled: T. Rowe Price, Lucent Technologies, L.L. Bean
Price: $22.95


Overview of T. Rowe Price Call Center This document contains Graphics.
T. Rowe Price’s call center is responsible for providing information to prospective and current shareholders in response to telephone inquiries... (ID 2973)
Companies Profiled: T. Rowe Price
Price: $9.95


Manage Call Centers to Maintain High Employee Morale in a Stringent Work Culture 
Fed Ex, like many other service-oriented companies, must manage its call centers within very strict guidelines... (ID 2971)
Companies Profiled: FedEx
Price: $9.95


Emphasize Customer Loyalty and Retention through Service 
Practices in this document include: Reflecting customer segmentation strategies in the service delivery system and service levels design... (ID 2966)
Companies Profiled: American Express, Baxter
Price: $9.95


Overview of the American Express Service Center 
American Express Company is a global travel, financial, and network services provider... (ID 2958)
Companies Profiled: American Express
Price: $9.95


Ensure Total Customer Satisfaction Before, During, and After Purchase -- Free Excerpt 
Practices in this document include: Ensuring total customer satisfaction before, during and after purchase... (ID 2957)
Companies Profiled: Saturn, Toyota
Price: FREE


Employ Diverse and Integrated Communication Methods to Keep Employees Well Informed -- Part 1 
Practices in this document include: Employing regular team meetings to share information, solve problems and reinforce the culture... (ID 2956)
Companies Profiled: Saturn
Price: $9.95


Overview of Saturn's Customer Assistance Center This document contains Graphics.
This document provides an overview of employee staffing and delineates the procedures for handling customer assistance at the Saturn Customer Assistance Center, located in Spring Hill, Tennessee... (ID 2950)
Companies Profiled: Saturn
Price: $9.95


Provide Service Reps Easy Access To Information To Increase Customer Service and Overall Efficiency This document contains Metrics and Graphics.This document contains Metrics and Graphics.
USAA makes extended use of customer information for their service targeting and segmentation... (ID 1759)
Companies Profiled: USAA
Price: $9.95


Utilize Skills Routing To Make Best Use Of Employees’ Capabilities This document contains Graphics.
Companies utilize the unique abilities of their call center employees by instituting a process called "skills routing... (ID 2204)
Companies Profiled: Boeing Employees Credit Union, PM Company
Price: $9.95


Segment Incoming Calls to Maximize Efficiency to Customer Value 
Practices in this document include: Assigning specific 800-numbers to handle high-value customers and frequent callers... (ID 3031)
Companies Profiled: Xerox, Unilever, Lipton, Boeing
Price: $9.95


Utilize Robust Call Center Technology to Reduce Costs and Improve Customer Satisfaction 
Practices in this document include: Utilizing knowledge management databases to efficiently and effectively respond to customers’ needs... (ID 3032)
Companies Profiled: Xerox, Fellowes, FiberMark, C-Line Products
Price: $9.95


Monitor Rep Performance to Drive Customer Satisfaction 
Conduct frequent reviews of employee performance... (ID 3036)
Companies Profiled: FiberMark, DuPont
Price: $9.95


Measure CSR Performance to Target Ongoing Coaching and Training This document contains Graphics.
Practices in this document include: Utilizing metrics to target ongoing coaching and training... (ID 3038)
Companies Profiled: Hunt, A.T. Cross, Xerox
Price: $18.95


Use Metrics to Continuously Improve Performance 
Practices in this document include: Factoring employee comments about the call center into continuous improvement plans... (ID 3040)
Companies Profiled: Fellowes, Dupont, Atapco
Price: $9.95


Utilize Surveys to Regularly Review and Ensure Customer Satisfaction 
Practices in this document include: Utilizing surveys to regularly review and ensure customer satisfaction... (ID 3041)
Companies Profiled: Unilever, Xerox
Price: $9.95


Provide an Integrated After Sales Support Process to Manage Customer Loyalty 
Practices in this document include: Informing customers about the status of issue investigations to communicate your dedication to customer service... (ID 3044)
Companies Profiled: Compaq, Quality Park, FiberMark, C-Line
Price: $18.95


Provide Multi-Channel Leadership to Front-Line Reps 
Practices in this document include: Establishing a mentoring program to facilitate communication among newly hired employees... (ID 3046)
Companies Profiled: Fellowes, At-A-Glance, Xerox, Boeing, more ...
Price: $9.95


Utilize EDI, CRM, ERP, and Other Technologies to Automate Call Center Processes 
Practices in this document include: Implementing Electronic Data Interchange to facilitate the flow of data between the call center and customers... (ID 3047)
Companies Profiled: Hunt, Boeing, Xerox, DuPont, more ...
Price: $9.95


Hunt Call Center Site Visit This document contains Graphics.
Hunt Corporation Overview Hunt Corporation, formerly Hunt Manufacturing, is undergoing a thorough transformation... (ID 3052)
Companies Profiled: Hunt
Price: $9.95


Xerox Call Center Site Visit This document contains Graphics.
The Origin of Xerox Channels Group The company whose name is synonymous with copying is also the only company in the world to have won the three most prestigious quality awards: the Baldrige Award, the European Quality Award, and Japan’s Deming Prize... (ID 3053)
Companies Profiled: Xerox
Price: FREE


Measure Customer Satisfaction Regularly To Identify Key Requirements and Improvement Opportunities This document contains Metrics and Graphics.This document contains Metrics and Graphics.
This document looks at how one world-class company measures customer satisfaction, in order to define defects and focus improvement efforts... (ID 1342)
Companies Profiled: IBM
Price: $9.95


Xerox Corporation Site Visit Report (pdf) This document contains Graphics.
This document contains a report that describes the outstanding operation and management of one of the world's premier customer service call centers... (ID 2190)
Companies Profiled: Xerox
Price: $9.95


Survey Regularly to Understand Customer Satisfaction 
Build service awareness and reinforce the value of your services through regular communications... (ID 3359)
Companies Profiled: FedEx, Dow, Eastman Chemical
Price: $9.95


Coordinate Renewal Efforts Efforts to Drive the Lifetime Value of the Customer 
Test your renewal strategies to continuously improve the renewal process... (ID 3358)
Companies Profiled: AOL Time Warner
Price: $9.95


Conduct Defection Analysis to Improve Services and Reduce Churn 
It is critical to understand why customers defect... (ID 3357)
Companies Profiled: USAA, Citigroup, AOL Time Warner
Price: $9.95


Measure Customer Service Externally and Internally to Improve Service Continuously. 
This document gives a broad overview of several methods for measuring customer satisfaction... (ID 3355)
Companies Profiled: GEIS, Citigroup, Toyota, Verizon Wireless, more ...
Price: $9.95


Link Employee Compensation and Reward to Customer Satisfaction 
Align incentive compensation systems to support the key elements and drivers of daily operating performance... (ID 3354)
Companies Profiled: Xerox, IBM
Price: $9.95


Employ Customer Segmentation to Drive Customer Service 
Employ self-selecting, individually correcting customer segmentation for effective target marketing... (ID 3347)
Companies Profiled: American Express, AOL Time Warner, Pitney Bowes, OKI Telecom Data, more ...
Price: $9.95


Employ Benchmarking and Continuous Improvement Initiatives to Improve Complaint Handling 
With fifteen thousand AT&T operators handling six to seven million calls per day, AT&T has quickly recognized that complaint handling excellence is important to developing and maintaining customer loyalty... (ID 3350)
Companies Profiled: AT&T, Fidelity Investments, Citigroup, USAA
Price: $9.95


Report Summary -- Managing World-Class Call Centers - Site Visit Findings 
... (ID CS-50A)
Companies Profiled: A Leading Pharmaceutical Company, American Airlines, American Express, Avnet, more ...
Price: $0.00


Report Summary -- Improving Customer Satisfaction and Retention through Differentiated Service Levels 
... (ID CS-53A)
Companies Profiled: AT&T UCS, Citigroup, IBM, Wells Fargo
Price: $0.00


Report Summary -- Best Practices in Customer and Employee Satisfaction Management 
... (ID CS-54A)
Companies Profiled: abt Associates, Allnet, American Airlines, Avis, more ...
Price: $0.00


Report Summary -- Achieving World-class Customer Service - An Integrated Approach 
... (ID CS-56A)
Companies Profiled: 3Com, 3M, Acipco, Alagasco, more ...
Price: $0.00


Motorola's and Texas Instruments' Customer Satisfaction Survey Process 
This document looks at the approach to customer satisfaction surveys at Motorola and Texas Instruments... (ID 3776)
Companies Profiled: Motorola, Texas Instruments
Price: $9.95


Ford Motor Company's and GTE Directories' Customer Satisfaction Survey Process 
This document looks at the approach to customer satisfaction surveys at Ford and GTE Directories... (ID 3775)
Companies Profiled: Ford, Verizon
Price: $9.95


Bell Canada's Customer Satisfaction Survey Process 
This document looks at Bell Canada's approach to customer satisfaction surveys... (ID 3774)
Companies Profiled: Verizon
Price: $9.95


Honeywell's Customer Satisfaction Survey Process 
This document looks at Honeywell's (formerly AlliedSignal) approach to customer satisfaction surveys... (ID 3773)
Companies Profiled: Honeywell
Price: $9.95


Continuously Manage Costs -- Part 4d -- Reduce and Prevent Fraud 
Maintain a phone fraud prevention center to provide rapid response to cellular fraud... (ID 3723)
Companies Profiled: Verizon, Visa, Los Angeles Cellular Telephone Company, AT&T
Price: $9.95


Fostering Customer Loyalty via the Internet -- Part 1 
Provide educational guidance to build relationships with future customers... (ID 3601)
Companies Profiled: Pfizer, Eli Lilly, GlaxoSmithKline, Merck, more ...
Price: $9.95


Developing Overall Customer Service Communication Strategy 
Develop an overall communication strategy... (ID 3372)
Companies Profiled: Honeywell, AT&T, General Electric, Ford, more ...
Price: $9.95


Employ Executive Communications to Drive Customer Service Performance 
Best Practices, LLC undertook this multi-industry study on behalf of benchmark client... (ID 3371)
Companies Profiled: 3M, A.G. Edwards, Acipco, Alagasco, more ...
Price: $9.95


Set Direction and Align the Organization around Strategic Goals 
Create a common vision to guide organizational behavior... (ID 3367)
Companies Profiled: FedEx
Price: $9.95


Track Key Measures to Ensure Service Quality 
Identify and prioritize failure points to focus efforts on improving service delivery... (ID 3348)
Companies Profiled: FedEx, Xerox, Ritz-Carlton, Richmond Times-Dispatch, more ...
Price: $9.95


Capture Customer Needs -- Part 3 This document contains Graphics.
Capture and maintain comprehensive customer profiles to provide excellent service... (ID 3346)
Companies Profiled: USAA, Citigroup, Fidelity Investments, Eastman Chemical
Price: $9.95


Performance Measure Profiles: A Financial Services Company 
This document identifies the leading and lagging indicators used within the benchmarked financial services company to monitor corporate performance... (ID 2747)
Companies Profiled: A Financial Services Company
Price: $9.95


Handle Customer Inquiries and Complaints Effectively This document contains Graphics.
Practices in this document include: Eliciting customer complaints to avoid costly customer defection... (ID 2701)
Companies Profiled: British Airways, American Airlines, General Electric, Citigroup, more ...
Price: $9.95


Managing Service Delivery 
Contact customers to verify on-time and proper delivery of new service... (ID 2700)
Companies Profiled: The Daily Oklahoman, Richmond Times-Dispatch, FedEx, Xerox, more ...
Price: $9.95


Cross Selling Products and Services 
Analyze customers to identify up-sell potential and increase profitability... (ID 2699)
Companies Profiled: Wells Fargo, Citigroup, Dell Computer, MBNA, more ...
Price: $9.95


Segmenting Customers for Service Excellence 
Segment customers based clusters of needs to improve service offering... (ID 2697)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Capturing Information About Customer Needs and Wants -- Part 2 This document contains Graphics.
Practices in this document include: Capturing and maintain comprehensive customer profiles to target sales efforts and provide excellent service... (ID 2696)
Companies Profiled: AT&T, Xerox, USAA, Staples, more ...
Price: $9.95


Integrate Technology Systems to Enhance Information Processing (1997) This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2695)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Align Customer Calls with the Appropriate Operating Unit This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2694)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Incorporate Customer Feedback to Track Customer Satisfaction with Transaction Processing This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2693)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Organize Customer Interaction by Specific Characteristics This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2692)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Designate a Single Point of Contact for Each Customer This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2690)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Provide Customers with Rapid Feedback with Respect to Administrative Processing and/or the Implementation of a Particular Action This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2689)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Simplify the Resolution Process for Incomplete Forms This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2688)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Take the Leadership Role in Customer Follow-Up to Deliver Service Excellence through Assistance and Other Services This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2687)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Make Forms and Other Materials Available Through Multiple Channels This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2686)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Utilize Standard-Form Mailings as Cross-Selling Opportunities This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2685)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Require Third-Party Signatures for Approval to Process Some/All Transactions This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2684)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Differentiate Required Signature Types with Respect to Form Type, Action, and/or Request This document contains Graphics.
In 1997, Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2683)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Include Customer Specific Information on All Forms This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2682)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Use Process Forms That Are Time Efficient and Cost Effective This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2681)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Focus Marketing Efforts and Resources on Cross-Selling Products to Customers This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2638)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Conduct Regular Customer Surveys to Determine Future Buying Behavior As Well As Past Service Experience This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2637)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Link Customer Satisfaction Measurements with Customer Repurchase Statistics This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2636)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Regularly Monitor the Effectiveness of the Recommendations Given to Customers This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2635)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Measure and Monitor the Knowledge Level of Customer Service, Counseling and Sales Staff to Drive Continuous Improvement This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2634)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Develop Multiple Approaches to Train Each Specialized Sales and Service Group This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2633)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Assign Specialized Sales and Service Staff to Segmented Customer Groups to Meet Unique Needs This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2632)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Employ Multiple Channels and Approaches to Help Customers Make Important Choices This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2631)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Provide Online Services that Enable Customers to Access Information, Conduct Research, and Process Transactions (1997) This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2630)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Employ Integrated Tools and Methods to Translate Customer Preferences into Advice and Recommendations that Fulfill Customers' Needs and Goals This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2629)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Provide Multiple Channels for Customers to Access Personal Counseling This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2627)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Optimize the Availability of Personal Investment Counseling This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2626)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Develop Integrated Methods to Provide Customers Value-Added Advice and Recommendations This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2625)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Determine Appropriate Timing for Providing Product/Service Recommendations to Customers This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2624)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Employ Broad-Based Communication Vehicles to Reach Out to Customers This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2623)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Determine the Optimal Frequency for Contacting Customers This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2622)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Contact Individual Customers for New Product/Service Updates and Potential Sales Triggered By a "Life Event" This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2621)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Employ Customer-Specific Information to Personalize the Marketing Message and Identify Cross-Selling Opportunities This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2620)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Provide Targeted Education and Advice on Products and Services to Key Customer Segments This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2619)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Employ Segmentation to Identify and Serve Customer-Specific Needs This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2618)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Update Customer Data Regularly to Remain Abreast of Changing Customer Circumstances This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2617)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Employ Multiple Channels to Gather Customer Information This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2616)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Capture and Exploit Critical Customer Data to Enhance the Effectiveness of Product/Service Targeting This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2615)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Measure Responses to Customer Complaints 
A world-class shipping company focuses on integrating customer satisfaction systems, supplier rationalization, and complaint management in order maintain quality control and customer relations... (ID 2534)
Companies Profiled: FedEx
Price: $9.95


Provide After Sales Service and Support by Developing Relationships 
Practices in this document include: Providing a satisfying buying experience... (ID 2530)
Companies Profiled: Saturn
Price: $9.95


Manage the Call Center to Provide Customer Satisfaction 
This document provides short glimpses into practices related to several call-center issues such as organization, complaint management, repairs and logistics... (ID 2525)
Companies Profiled: General Electric
Price: $18.95


Manage Complaints to Promote Customer Satisfaction and Achieve Company Goals 
This document looks at how customer satisfaction and company goals can be reached through organization, common goals, prioritization, complaint management, and data collection, segmentation, and integration... (ID 2523)
Companies Profiled: Xerox
Price: $9.95


Design Efficient Call Centers to Improve Customer Service This document contains Metrics.
This document provides creative strategies and techniques that can be employed to create an efficient call center... (ID 2520)
Companies Profiled: American Airlines
Price: $9.95


Organize Customer Feedback to Provide Better Service This document contains Metrics and Graphics.This document contains Metrics and Graphics.
Recognize that customer feedback is the most important metric... (ID 2519)
Companies Profiled: USAA
Price: $9.95


Create Productive Call Centers for After Sales Service and Support This document contains Metrics.
A world-class company relies on customer information, "life event" tracking, segmentation, customer valuation, and a set of core values to maintain a productive call center... (ID 2517)
Companies Profiled: USAA
Price: $9.95


Manage Call Centers for After Sales Service and Support 
Practices in this document include: Specializing call centers to give expert advice... (ID 2507)
Companies Profiled: IBM
Price: $9.95


Mystery Shopper Reporting Methods 
Many coordinators of mystery shopping programs provide condensed and synthesized data to make the evaluation process easier... (ID 2425)
Companies Profiled: telecommunications company
Price: $9.95


Ensure Consistency in Mystery Shopping 
The recording of mystery shopping experiences is not uncommon... (ID 2424)
Companies Profiled: telecommunications company
Price: $9.95


Develop and Test Survey Instruments and Other Quality Assurance Tools This document contains Graphics.
Practices in this document include: Developing a measurement instrument that is in line with the objectives of the program... (ID 2423)
Companies Profiled: Telecommunications company
Price: $9.95


Apply Mystery Shopping Methods to Monitor Call Center and On-Premise Selling 
This document covers the use of mystery shopping for call centers and on-premise selling as well as tactics for screening and selecting mystery shoppers... (ID 2421)
Companies Profiled: Telecommunications company
Price: $18.95


Establish Goals and Employee Awareness in the Mystery Shopping Program This document contains Graphics.
While many businesses are using mystery shoppers to identify and root out poor employees, those that are more successful use the programs as reward, incentive, or improvement mechanisms... (ID 2420)
Companies Profiled: Telecommunications company
Price: $9.95


Customer Service Excellence -- Free Excerpt 
This document is a research report that identifies five key operational areas which serve as a foundation for customer service excellence... (ID 2049)
Companies Profiled: N/A
Price: FREE


Bank One's Customer Satisfaction Survey Process This document contains Metrics.
This document provides a summary of Bank One's customer satisfaction survey process... (ID 1932)
Companies Profiled: Bank One
Price: $9.95


Xerox Corporation's Customer Satisfaction Survey Process 
This document provides a summary of Xerox's customer satisfaction survey process... (ID 1931)
Companies Profiled: Xerox
Price: $9.95


Pitney Bowes' Customer Satisfaction Survey Process 
This document provides a summary of Pitney Bowes' customer satisfaction survey process... (ID 1929)
Companies Profiled: Pitney Bowes
Price: $9.95


Nortel's Customer Satisfaction Survey Process 
This document provides a summary of Nortel's customer satisfaction survey process... (ID 1928)
Companies Profiled: Northern Telecom
Price: $9.95


Merrill Lynch Credit Corporation's Customer Satisfaction Survey Process 
This document provides a summary of Merrill Lynch Credit Corporation's customer satisfaction survey process... (ID 1926)
Companies Profiled: Merrill Lynch Credit Corporation
Price: $9.95


KPMG Peat Marwick Accounting's Customer Satisfaction Survey Process 
This document provides a summary of KPMG Peat Marwick Accounting's customer satisfaction survey process... (ID 1925)
Companies Profiled: KPMG Peat Marwick
Price: $9.95


Chevron's Customer Satisfaction Survey Process 
This document provides a bulleted summary of Chevron's customer satisfaction survey process... (ID 1922)
Companies Profiled: Chevron
Price: $9.95


How Leading Newspapers Deal with Customer Complaints 
The following document looks at how several newspapers deal with customer complaints to reduce canceled subscriptions... (ID 1230)
Companies Profiled: The Richmond Times-Dispatch, Macon Telegraph
Price: $9.95


Improving Customer Satisfaction and Retention through Differentiated Service Levels 
Tailor service offerings to reflect customer value... (ID CS-53)
Companies Profiled: AT&T UCS, Citigroup, IBM, Wells Fargo
Price: $2358.00


Customer Service Call Center Survey & Profiles 
Understand the primary operations and functions of a call center... (ID CS-55)
Price: $400.00


Achieving World-class Customer Service 
Be a market leader in the competitive Internet market... (ID CS-56)
Companies Profiled: 3Com, 3M, Acipco, Alagasco, more ...
Price: $2490.00


Provide Effective Employee Training for After Sales Service and Support This document contains Metrics.
Best Practices observed how a world-class company provided effective employee training in order to improve afters sales service and support while reducing turnover... (ID 2516)
Companies Profiled: USAA
Price: $9.95


Support the Costs of Providing Recommendations and Counseling with Different Types of Payment Plans This document contains Graphics.
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2628)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95


Customer Satisfaction Survey: Merrill Lynch 
This four-page document contains the link to a paper-based customer satisfaction survey used by Merrill Lynch... (ID 3805)
Companies Profiled: Merrill Lynch
Price: $9.95


Customer Satisfaction Survey: Dollar 
This document contains the link to a paper-based customer satisfaction survey used by Dollar... (ID 3795)
Companies Profiled: Dollar
Price: $9.95


Customer Satisfaction Survey: Abt Associates, Inc. 
This document contains the link to a paper-based customer satisfaction survey used by abt Associates... (ID 3784)
Companies Profiled: abt Associates
Price: $1.00


Customer Satisfaction Survey: Midland Hotel 
This document contains the link to a paper-based customer satisfaction survey used by Midland Hotel... (ID 3806)
Companies Profiled: Midland Hotel
Price: $9.95


Customer Satisfaction Survey: Hyatt 
This document contains the link to a paper-based customer satisfaction survey used by Hyatt... (ID 3799)
Companies Profiled: Hyatt
Price: $9.95


Customer Satisfaction Survey: Hamilton Park Executive Conference Center 
This document contains the link to a paper-based customer satisfaction survey used by Hamilton Park Executive Conference Center... (ID 3797)
Companies Profiled: Hamilton Park Executive Conference Center
Price: $9.95


Customer Satisfaction Survey: RDU International Airport 
This document contains the link to a paper-based customer satisfaction survey used by RDU International Airport... (ID 3815)
Companies Profiled: RDU International Airport
Price: $9.95


Customer Satisfaction Survey: Kansas City International Airport 
This document contains the link to a paper-based customer satisfaction survey used by Kansas City International Airport... (ID 3801)
Companies Profiled: Kansas City International Airport
Price: $9.95


Customer Satisfaction Survey: Solectron 
This document contains the link to a paper-based customer satisfaction survey used by Solectron... (ID 3818)
Companies Profiled: Solectron
Price: $9.95


Customer Satisfaction Survey: Ritz-Carlton 
This document contains the link to a paper-based customer satisfaction survey used by Ritz-Carlton... (ID 3817)
Companies Profiled: Ritz-Carlton
Price: $9.95


Customer Satisfaction Survey: Radisson 
This document contains the link to a paper-based customer satisfaction survey used by Radisson... (ID 3814)
Companies Profiled: Radisson
Price: $9.95


Customer Satisfaction Survey: Kaiser Permanente 
This document contains the link to a paper-based customer satisfaction survey used by Kaiser Permanente... (ID 3800)
Companies Profiled: Kaiser Permanente
Price: $9.95


Customer Satisfaction Survey: Norwest Mortgage (now Wells Fargo) 
This document contains the link to a paper-based customer satisfaction survey used by Wells Fargo... (ID 3812)
Companies Profiled: Wells Fargo
Price: $9.95


Customer Satisfaction Survey: USPS 
This document contains the link to a paper-based customer satisfaction survey used by USPS... (ID 3822)
Companies Profiled: USPS
Price: $9.95


Customer Satisfaction Survey: McDonald's 
This document contains the link to a paper-based customer satisfaction survey used by McDonald's... (ID 3804)
Companies Profiled: McDonald's
Price: $9.95


Customer Satisfaction Survey: Hotel Millenium 
This document contains the link to a paper-based customer satisfaction survey used by Hotel Millenium... (ID 3808)
Companies Profiled: Hotel Millenium
Price: $9.95


Customer Satisfaction Survey: Survey America 
This document contains the link to a paper-based customer satisfaction survey used by Survey America... (ID 3820)
Companies Profiled: Survey America
Price: $9.95


Customer Satisfaction Survey: Nortel Networks 
This document contains the link to a paper-based customer satisfaction survey used by Nortel Networks... (ID 3810)
Companies Profiled: Nortel Networks
Price: $9.95


Customer Satisfaction Survey: Allnet 
This document contains the link to a paper-based customer satisfaction survey used by Allnet... (ID 3785)
Companies Profiled: Allnet
Price: $9.95


Customer Satisfaction Survey: Pitney Bowes 
This document contains the link to a paper-based customer satisfaction survey used by Pitney Bowes... (ID 3813)
Companies Profiled: Pitney Bowes
Price: $9.95


Customer Satisfaction Survey: Xerox 
This document contains the link to a paper-based customer satisfaction survey used by Xerox... (ID 3823)
Companies Profiled: Xerox
Price: $9.95


Customer Satisfaction Survey: Unum 
This document contains the link to a paper-based customer satisfaction survey used by UNUMProvident... (ID 3821)
Companies Profiled: UNUMProvident
Price: $9.95


Customer Satisfaction Survey: CVS 
This document contains the link to a paper-based customer satisfaction survey used by CVS... (ID 3794)
Companies Profiled: CVS
Price: $9.95


Customer Satisfaction Survey: Midway Airlines 
This document contains the link to a paper-based customer satisfaction survey used by Midway Airlines... (ID 3807)
Companies Profiled: Midway Airlines
Price: $9.95


Customer Satisfaction Survey: Marriott 
This document contains the link to a paper-based customer satisfaction survey used by Marriott... (ID 3803)
Companies Profiled: Marriott
Price: $9.95


Customer Satisfaction Survey: Starbucks 
This document contains the link to a paper-based customer satisfaction survey used by Starbucks... (ID 3819)
Companies Profiled: Starbucks
Price: $9.95


Customer Satisfaction Survey: Regal Hotels International 
This document contains the link to a paper-based customer satisfaction survey used by Regal Hotels International... (ID 3816)
Companies Profiled: Regal Hotels International
Price: $9.95


Customer Satisfaction Survey: Northwest Airlines 
This document contains the link to a paper-based customer satisfaction survey used by Northwest Airlines... (ID 3811)
Companies Profiled: Northwest Airlines
Price: $9.95


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