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Before Cuna Mutual Group, a Madison, Wis.-based insurance and investment company, set about piloting a voice-of-the-customer program to measure customer satisfaction, it turned first to managing its own employees and workforce management (WFM) technology. |
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Wednesday, 25 April 2007 |
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Technology and technology firms alike are continually trying to develop programs and services to improve efficiency among organizations of all sizes. What's been missing is a focused attention on what actually makes an impact on these businesses |
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Monday, 23 April 2007 |
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You can’t manage what you don’t understand, and you can’t understand what you don’t measure. Heard this one before? Chances are you have, but how well do we really practice this simple philosophy? |
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Monday, 23 April 2007 |
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Predictive analytics provide significant advantages over the traditional review of historic financials when considering future business forecasts and budgets. |
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Wednesday, 18 April 2007 |
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Translating staff performance and product delivery into good customer service can be difficult enough but if you decide to outsource part of your business, it’s doubly imperative you ensure the disparate parts are talking the same brand language. |
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Wednesday, 11 April 2007 |
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If your'e an insurance executive and a fellow airline passenger begins to talk to you about his or her coverage, you're generally better off not mentioning your vocation. That bit of common sense was likely on the mind of a vice president of Humana when the elderly woman next to her broached the subject of her health insurer. |
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Tuesday, 10 April 2007 |
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A major focus for retailers is getting a better understanding of the behavior of their customers. Learn how to build a customer-centric data warehouse from key analytic and data subject areas. |
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Wednesday, 04 April 2007 |
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Spring is in the air, and, as buds are appearing on trees, and flowers are bursting from the earth, what better time to consider how best to grow relationships with our customers. Despite the name, customer relationship management (CRM) systems aren’t usually purchased for building long-term relationships with customers |
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Tuesday, 03 April 2007 |
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Self-service is making a comeback, driven largely by two factors: the ability to reach large numbers of customers at comparatively low cost and the desire to use this efficiency to improve the customer experience. |
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Monday, 02 April 2007 |
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If you have an outsourcing contract, the chances are that at some stage you will need to consider some form of renegotiation. Up to three-quarters of all outsourcing deals are renegotiated at some point, and this figure is rising. |
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Thursday, 29 March 2007 |
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