CRM - August 2008 - (Page 9)

if so, is there a reference I could review? If there is not research behind these six factors, how were they derived? Also, are you aware of the new methodology for evaluating customer loyalty being promoted by IBM? If you are aware, what is your opinion of its validity? Dr. Bill Bleuel, Professor Graziadio School of Business and Management, Pepperdine University william.bleuel@pepperdine.edu www.thecustomerinstitute.blogspot.com Senior Editor Marshall Lager responds: Thanks for the note. I’ll do my best to answer your questions as you’ve laid them out: 1) I think the NPS is a good first step. Loyalty maintains business—at least it’s supposed to—but advocacy grows it. While NPS is a wonderfully simple way to measure that effect, I think it’s too simple to be the final word in customer metrics because it doesn’t measure the strength of advocacy, nor does it consider all the other factors that go into a person’s decision-making process. 2) To the best of my knowledge, Jim Kane’s six points are based on research; whether it’s from a single project or compiled from his decades of experience, I’m not sure. 3) I haven’t been briefed by IBM on its new approach, but based on other work the company has done in related fields I’d be willing to say it’s worth considering. IBM tends to take a full-bore approach to things like this, with smart partnerships and heavy business intelligence. Workforce optimization is not the “magic” that’s going to fix this problem WFO is intensifying the problem. hoping to visit Kennedy Space Center (KSC) during summer vacation this year. In planning the visit, I noticed on KSC’s Web site the following: Kennedy Space Center Tours is an authorized ticket seller for the Kennedy Space Center, but is not a part of NASA or the Visitor Complex. So, you were dealing with a government contractor (or concessionaire) and not an agency of the federal government. (Of course, this might be akin to choosing between two poisons.) I look forward to Marshall’s next “chief officer” designation. Mark G. Koenig, MS, CHSP Director of Accreditation, Licensure, and Risk/Safety Management (ALRMS) Dameron Hospital Association m.koenig@dameronhospital.org GREAT, FUNNY ARTICLE. I also was at pass”—and that pass allowed the entire car in, regardless of who had an actual entrance ticket. Upon arriving at the main gate, they happily sold me a ticket! Mark Spikula Manager, Solution Sales GaleForce Solutions marks@galeforcesolutions.com Senior Editor Marshall Lager responds: Wait they didn’t care who was in ? And they allowed the entire ? And sold you a ? But but >whimper<. WFO Magic? REGARDING YOUR recent online news article, “It’s Been a Gloomy Decade for Contact Centers” (May 22, www .destinationCRM.com/Articles/ReadArticle .aspx?ArticleID=49295), workforce optimization (WFO) is not the “magic” that’s going to fix this problem. In fact, I can argue that WFO is intensifying the problem. Jim Rembach Senior Vice President Customer Relationship Metrics jim.rembach@metrics.net Microsoft Convergence and heard through the grapevine that there were no tickets for the launch, so I called KSC—even though it was 5 p.m. on Monday—and was told that, as long as my driver/vehicle had a yellow pass, they didn’t care who was in the car. So I headed there with a car (full of Microsoft employees) that had a “golden Letters may be edited for length or clarity. Business Intelligence Is Mission-Critical GO OD WRITING! And good coverage on the 2008 Gartner Business Intelligence Summit (April 2, www.destinationcrm.com/ Articles/ReadArticle.aspx?ArticleID=46878). Helpful, insightful data and reporting. Mike O’Sullivan Teradata mike.osullivan@teradata.com The new destinationCRM.com is now live! We’ve relaunched our Web site with new features and functions, including exclusive material supplementing the stories in the pages of the magazine. To see bonus material from this month, visit www.destinationCRM.com/08Aug. Right Launch, Wrong Rocket Scientists I VERY MUCH ENJOY Marshall Lager’s monthly “Pint of View” column, and read with personal interest June’s installment (“‘Houston, We Have a Problem’”). I was www.destinationCRM.com CUSTOMER RELATIONSHIP MANAGEMENT | AUGUST 2008 9 http://www.thecustomerinstitute.blogspot.com http://www.destinationCRM.com/Articles/ReadArticle.aspx?ArticleID=49295 http://www.destinationCRM.com/Articles/ReadArticle.aspx?ArticleID=49295 http://www.destinationCRM.com/Articles/ReadArticle.aspx?ArticleID=49295 http://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=46878 http://destinationCRM.com http://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=46878 http://www.destinationCRM.com/08Aug http://www.destinationCRM.com

Table of Contents Feed for the Digital Edition of CRM - August 2008

CRM - August 2008 Contents Front Office Feedback Reality Check Customer Centricity The Tipping Point Maximum Security A Code Win Doesn’t Blow Forming the Platform CRM on Twitter CRM Class Is in Session Making CRM Mandatory for University Administration Required Reading Cover Story: Calling it Quits Wouldja Look at That? 8 Enterprise Strategies That Stick CRM Searches for Search All Lines Are Not Busy UC: As Easy as A-B-C Even Contact Centers Have Room for Improvement Money Lying Around? Secret of My Success Re:Tooling Scouting Report Pint of View

CRM - August 2008

For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.