Customers are talking. And everyone is looking for value. Identifying what excites your customers and their likelihood to recommend are critical factors in stopping attrition and growing share. This thinking of Frederick Reichheld in his book ‘The Loyalty Effect’ has been translated into a corporate program using the Net-Promoter-Score (NPS) approach. This article reviews the key considerations in implementing a successful National NPS program.
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Software as a Service (SaaS) is now well entrenched. Google broke the Seattle dominance of user apps, and Salesforce.com transformed customer contact. You dont need to run fat applications or download virus laden software anymore. A web ID or mobile number is the ticket to all the computations you will ever need to process for decision making. This is because providers of SaaS have convinced [...] As always, marketing budgets have been the first to take the hit during this downturn. Yet we all know how critical it is to keep a finger on the pulse of the market and seek out those diminishing opportunities before the competition. The environment is ripe to take a fresh look at both emerging and mature [...] |
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