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Time to Drill Deeper


A "moment-of-truth" is any time your customers expect you to keep a promise. You can identify moments-of-truth throughout your customer lifecycle, and often they do not require expensive human intervention. Still, a moments-of-truth approach, plus good analytics rather than assumptions, enables a vendor to deploy resources where they'll be most beneficial to both the customer and the vendor.
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T-Mobile Courts Credit-Challenged Customers


In keeping with its scrappy new image as the carrier that looks after the interests of the little guy, T-Mobile has announced a new customer credit plan. It goes something like this: Just make 12 monthly payments on time, and we'll treat you as though your credit is golden -- even if it actually stinks. For T-Mobile, the risk is small. However, the rewards in customer loyalty could be hefty.
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ECT News Community   »   CRM Buyer Talkback



* * Topic  Posts  Last post  Date
Re: The Top 20 CRM Blogs of 2014, Part 2 4  HelenSt   2015-01-21 01:27:26 
Re: CFPB Shifts Some Power to Mortgage Shoppers 2  cpinaud   2015-01-14 11:37:06 
Re: Things Not to Say to an Irate Customer, or Anthem's Epic Fail 3  weingarten   2014-12-04 18:58:12 
Re: The Terrifying Numbers Behind a Whopping Marketing Failure 2  sherylw   2014-12-02 15:19:38 
Re: The Intangibles: 5 Things That Aren't on the CRM Data Sheets 5  RebeccaJohnson   2014-11-27 05:02:46 
Re: Hear, Hear: The Rise of Social Listening 2  ikasapov   2014-11-25 03:32:48 
Re: Lowe's Gives Robotic Customer Service a Good Name 3  psiclone   2014-11-10 16:07:32 
Re: CRM Selection: Getting Requirements to Reflect Reality 4  agileari   2014-10-30 13:34:24 
Re: Mea Culpa: Social Media Apology Do's and Don'ts 3  jarone   2014-10-24 08:51:33 
Re: Where Apple Watch Leads, CRM Will Follow? 3  Bruceand6   2014-09-26 07:52:10 
Re: The 5 Worst Blunders of CRM-Destroying Execs 5  bradhodson   2014-09-11 12:32:23 
Re: Beacons Hit the Retail Spotlight 2  joelazer27   2014-08-12 07:26:25 
Re: Conspiracy of Culture: 5 Contributors to CRM Failure 5  bradhodson   2014-08-08 13:56:15 
Re: Are We There Yet? The Long Road to the CRM Revolution 6  successwithcrm   2014-08-07 08:13:51 
Re: What Holds Back CRM Success: Executive Fear 3  successwithcrm   2014-08-07 07:56:10 
Re: Marketing to Mobile Millennials: Misperceptions and Myths 2  dommaden   2014-07-17 06:12:23 
Re: The Amazon Fire Phone's Mayday Effect 2  AdrianTheGreat24   2014-07-14 11:37:00 
Re: Cutting Through the Data Clouds to Build Strong Customer Relationships 2  Galagalimart   2014-07-02 03:36:46 
Re: 5 Ways Social CRM Builds Indirect Channel Relationships 3  mikerich61   2014-06-30 05:18:16 
Re: Going Off-Script to Delight Customers 3  mikerich61   2014-06-23 01:41:43 

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