It's All About The Experience

Customer Lifetime Value measures both retention and conversion in one number and provides leaders with a new understanding of customer profitability.

When properly analyzed, indexed, and tracked, customer complaints can be a source of market intelligence and a means of identifying process improvement needs.

Whether your company is large or small, starting a CRM is easier than you think and more important than you ever dreamed.

For nonprofits, the failure to properly value donated time can lead to significant resource-allocation errors. We describe a simple analysis that can help.

We are all used to managing our own time but rarely think about time as an organizational resource. Learn how to recognize and fix time loss in your organization.

Customer loyalty is essential to the profitability and economic health of businesses and nonprofits. Learn the Seven Deadly Sins, which drive away customers.

Locking in customers is usually a bad idea. See what Comcast learned when a departing customer recorded his call.