What?! Another Poor Customer Experience?
How often do you encounter this situation? You’re working with a reputable and reliable company and the event quickly turns into a fiasco. It moves so far from delivering customer success that you ask yourself if this could be the same company. ... Read More
By Dennis Gershowitz, founder and principal, DG Associates

Corrective Action Planning in Customer Experience Management
Corrective Action Planning in Customer Experience Management A natural result of benchmarking your current state customer experience against your CX goals is change. Of course, you’ll need to make changes to your customer experience management s... Read More
By Bill Moore, VP, CRMI

Paving the Way for Omnichannel Customer Service
Customers will contact you for service based on how it best suits them, so you need to be ready to respond in their preferred channel—or set of channels. And, you need to be ready to respond with consistency across all your service channels. Thi... Read More
By Bill Bradley, Director of Marketing, CRMI

65% of Tech Firms Consider Service as a Profit Center
When service excels, it drives business. This is evident from the results cited in the “Service Industry Outlook: 2017 Research Report,” by Service Strategies. The report highlights finding from surveys and interviews with executives from 50 t... Read More
By Ginger Conlon, Chief Editor, MKTGinsight

Business Intelligence That Supports CX
The obvious aspects of the customer experience are customer-facing processes and interactions. But myriad internal processes impact the customers experience, as well. That’s where business intelligence (BI) comes in. Customer experience leaders ... Read More
By Bill Bradley, Director of Marketing, CRMI

Welcome to the New CRMI
- Achieving the CXDNA Ultimate Ecosystem℠ brand requires continuous positive customer/employee experiences as the most critical components of a company’s DNA - It is the Age of Customer/Employee Experiences (CX/EX). Delivering a consistent... Read More
By By John Alexander Maraganis, President/CEO, Customer Relationship Management Institute LLC

5 Keys to Maintaining Customers Relationships
Consumers and B2B purchasers are spoiled for choice. Nearly any product or service they desire is available at the click of a button, in a 100-page catalog, or a short drive away. And they’re spending on those wants and needs. Consider: Retail sale... Read More
By Bill Moore, VP, CRMI

3 Ways Customer Surveys Will Benefit Your Business
A successful business needs honest feedback from its customers to evaluate how well those customers’ needs are being met. But customer feedback should be far more than a generic gauge of customer satisfaction. Obtaining customer input is a valuable... Read More
By Bill Bradley, Director of Marketing, CRMI