How to use customer loyalty to improve CRM

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Fred Reicheld, who invented the net promoter score (NPS), describes it as “the one number you need to grow.” He’s not entirely wrong.

NPS can provide you with a window into your key relationships and a clear idea of how happy your customers are.  

But the process of building relationships, cultivating loyalty, and turning buyers into true promoters is multi-faceted. So, to get the most out of NPS, you need consider how it fits into your wider CRM strategy.

Wider...

By Peter Linas, 16 August 2016, 0 comments. Categories: CRM, Customer Experience.

The third wave of CRM: How human is your technology?

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Technology is increasingly designed to meet human requirements. We have moved into an age in which the Internet of Things (IoT) is enabling us to better connect our digital and physical worlds; many devices now have the ability to understand and respond to our needs by - dare we say it - thinking.

Technology developers of all kinds, from car manufacturers to software designers, are increasingly recognising the need to integrate their tools with real human behaviours in order to...

By Peter Linas, 24 June 2016, 1 comment. Categories: CRM.