Customer Relationship Metrics

/Customer Relationship Metrics

About Customer Relationship Metrics

This author has not yet filled in any details.
So far Customer Relationship Metrics has created 8 blog entries.

Metrics Measurement and ROI

This recorded Google Hangout on Metrics, Measurement, and ROI includes some key tips you don't want to miss. Three customer experience experts discuss one of the six core competencies of Customer Experience. Customer Relationship Metrics SVP Jim Rembach is part of the panel which also includes Lynn Hunsaker and Yvonne Nomizu. Leslie Pagel narrates the [...]

By | 2016-12-05T15:14:38+00:00 June 26th, 2014|Customer Experience|0 Comments

Contact Center Resources for Marketing Professionals

All of the brand promises developed by marketing professionals can be fulfilled, broken, or discovered in the contact center. More and more marketing professionals are taking keen interest in the operation and insights that can be captured in contact centers. Moments of truth, magic moments, defining moments, tipping points, perceptions, expectations, and recovery can all [...]

How do channels like e-mail, chat, Twitter and Facebook impact the agent

Recently Matt McConnell interviewed Jim Rembach at Customer Relationship Metrics; the original post is located on Intradiem's blog. In an effort to provide better customer service, contact centers have added more channels of communication. But how do channels like e-mail, chat, Twitter and Facebook impact the agent? Ultimately, it’s a balancing act, says Jim Rembach, senior vice president [...]

Webinar: Measuring Customer Experience: 5 Issues & 5 Actions

Customer Relationship Metrics very own Jim Rembach, Customer Experience Professionals Association (www.CXPA,org) CX Expert Panel member, will speak at Measuring Customer Experience: 5 Frequent Issues and 5 Actions, (WATCH THE ON-DEMAND RECORDING) a Keynomics Webinar. Measuring the customer experience correctly is the focus of most contact center leaders. Beyond just CX measurement we want to [...]

By | 2016-12-05T15:14:43+00:00 January 22nd, 2014|Customer Experience|0 Comments

Jim Rembach is selected for the CXPA Expert Panel

Customer Relationship Metrics’ very own Jim Rembach has been selected to join a prestigious panel of nine other customer experience experts to respond to Customer Experience Professionals Association (CXPA) members questions. “Ask the CX Experts” operates via the CXPA website and continues the mission of the CXPA, an international non-profit organization created to enhance the [...]

By | 2016-12-05T15:14:47+00:00 May 14th, 2013|Customer Experience|0 Comments

BI Insights drive tangible changes with innovative partnership

Smart companies know customer experience is a competitive differentiator.  Smarter companies know that making changes based on customer experience insights is what delivers the competitive differentiation.  Despite knowing what the smarter companies are doing, many are handcuffed. Companies are handcuffed because they are unable to add work to an already overburdened workforce.  They are also [...]

Don’t run scared due to social media

The CRM business has matured beyond simply gathering contact data to a more sophisticated approach to understanding customer needs, business issues, opportunities and competitive threats, said FirstRain CEO Penny Herscher. "What is happening in your customers' ecosystems could affect your strategy in selling to them." Yet many companies are running scared due to social media. [...]

4 Steps to Overcome Being a Pain in the Ass Call Center

Through real world best practices, part 3 – the final chapter in this three-part series - highlights a few “how to” steps on overcoming barriers and become less of a Pain In The Ass (PITA) call center to your customers.  It begins with four vital questions… Step 1:  Answer some questions. According to W. Edwards [...]