Customer Satisfaction Research has two primary purposes:
1) Measure and track your effectiveness in managing customer satisfaction.
2) Provide insights for improving customer satisfaction.

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What does 20th century psychology have to do with 21st century business strategy?

View the following model to explore how behaviorist theory applies to creating a customer centric organization.

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Learn about Voice of the Customer (VOC) Best Practices

• This report defines, explores the potential benefits, and illustrates a planning methodology for VOC

• Presents findings from a Best Practices in VOC study

• Explores some emerging VOC technologies

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Investing for Efficient and Effective Customer Service

Achieving efficiency and/or effectiveness in Customer Service both require investments; but investments in different things.

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Customer Service metrics fall into two basic categories, what you measure is dependant on what you are trying to achieve.

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Seven Sins of Technology Selection

Many software selection processes make the same common mistakes. Avoid these mistakes, and you will improve your chances for a successful, on-time, and on-budget implantation.

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