Companies are making more extensive use of social media tools such as Facebook and Twitter to engage their customers. But because many organizations are just becoming involved with social CRM, most executives are still figuring out how best to measure the returns from these initiatives. 1to1 Media's Tom Hoffman spoke with Brad Wilson, General Manager of Microsoft Dynamics CRM about different approaches for CMOs to consider.

Continue reading "Hoffman's Hot Seat: Measuring the Benefits of Social CRM" »

Posted by Tom Hoffman at 11:29 AM | Permalink | Comments (0) | TrackBacks (0)

When it comes to customer loyalty, benchmarks provide a gauge for companies to determine how they are delivering customer experience.

Today Satmetrix released its 2010 Net Promoter Industry Benchmarks for the insurance, financial services, airlines, telecommunications, technology, retail, and online services industries based on survey responses from 19,500 U.S. consumers. John Abraham, general manager of Net Promoter programs at Satmetrix, said that the scores serve as an indicator of how companies are performing.

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Posted by Mila D'Antonio at 11:34 AM | Permalink | Comments (0) | TrackBacks (0)

Many decision-makers are struggling to strike a balance between efforts to reduce their organization's contact center costs with the need to maintain quality for a consistent customer experience. 1to1 Media's Tom Hoffman spoke with Nicolas de Kouchkovsky, Chief Marketing Officer at Alcatel-Lucent Enterprise Applications about actionable steps business leaders can take to optimize their call center operations.

Continue reading "Hoffman's Hot Seat: Trends Driving Workforce Optimization Strategies" »

Posted by Tom Hoffman at 8:25 AM | Permalink | Comments (0) | TrackBacks (0)

I know what you're thinking. Delivering a one-to-one customer experience shouldn't have to be a choice over branding; it should be an essential part of branding. I agree. But when your brand isn't fully established, can taking a one-to-one approach help a company win over established competitors?

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Posted by Ginger Conlon at 10:46 AM | Permalink | Comments (0) | TrackBacks (0)

I got a pleasant surprise yesterday when I opened the mail--a letter from the Stamford Ford Lincoln Mercury dealership where I purchased my Lincoln MKX a year ago. The simple letter was from my sales rep, wishing me a happy one-year anniversary, adding that she hopes that I'm enjoying my car and that she and the dealership value my business.

Continue reading "A Little Goes a Long Way" »

Posted by Mila D'Antonio at 11:59 AM | Permalink | Comments (6) | TrackBacks (0)