Build a customer franchise and reduce your churn rates

A successful customer relationship management (CRM) approach in a marketing sense is using technology to build long-term customer franchises – enabling loyalty. This reduces churn-rates helps cross selling of other company products or enables up-selling when the time is right. The key to building a customer franchise is the intent of a company to build a long-term relationship based on trust – and not just a commitment to building a long-term sales cycle.

An introduction to autoresponders an effective tool to handle email responses

Emails are essential to your business for many different reasons. Most importantly, these invisible email voices give you their feedback about your website – for free! However, if you spend all your working hours answering these emails, how are you supposed to run your business? The answer is simple: use autoresponders. Autoresponders are programs that automatically respond to your emails without you so much as having to click on your mouse.

The Top 5 Prince Philip verbal Gaffs – more from the Prince of Cockups

The number one Prince Philip Gaff demonstratuing his clear grasp of diplomatic language: “If it has got four legs and it is not a chair, if it has got two wings and it flies but is not an aeroplane, and if it swims and it is not a submarine, the Cantonese will eat it.” (at a 1986 World Wildlife Fund meeting)

Marketing Focus on customers – slide show lecture series from the University of London

This is the first in a series of lectures given at London University – the title of this one is focus on customers and looks at the psychology of buying behaviour and demographics.

Should we include service credits when we design a service level agreement?

Rather than a service credit clause, it is far better to put in place governance that forces the supplier to act to fix the issue, perhaps to the extent of the customer being able to call in independent consulting advice at the supplier’s expense to support service resolution.

Outsourcing kills the IT job market – what now for IT recruitment?

George Molyneaux is quoted by Computer Weekly as saying that ‘Outsourcing jobs reduces the incentives to get into IT’. Not surprisingly, there are far fewer people taking IT as a subject at University – and there are fewer graduate level jobs in the UK. How on earth are we going to develop the future project managers who will understand the UK IT industry? I think this is a real time-bomb.

The Human side of outsourcing – managing people change

An outsourcing transfer can be viewed as a form of transition. This change process involves involuntary movement from one company to another, with possible similarities, from the staff point of view, to mergers and acquisitions. The transfer may also include staff reductions or ‘downsizing’, and the new organization will make some effort to develop a relationship with their new staff in the form of organizational socialization.

Backup Data Properly

Computer data can be very important to us, especially those of us who make a living on the computer. Over the last several years, the computer has grown on all of us, making our lives so much easier. For that very reason, it’s easy to tell that if we lost our computer data, it would completely destroy a majority of us.

Back up your data – do not lose you mind and wreck your marriage!

For nearly all computer users, losing data can be a very traumatic experience. If you use your computer for a business or for other important matters, it can be very stressful and very traumatic to lose everything you have worked months, and possibly even years to build. Even though you may back up your data on a periodic basis, you’ll still need to check the backup to make sure that everything works. Nothing can be worse than backing something up, only to find months later that something went wrong.

Which kind of tie do you think might be of greater benefit to your career?

Job seekers: Get your own network – and make sure it includes plenty of weak ties. If you don’t have a network, you can start building one through short-term volunteer projects that involve team work and meeting groups of people — people whose jobs, interests and abilities are very different from yours. There are also organized networking opportunities; but I have to wonder how much good it really does, for example, when women go to a networking group luncheon and sit at the same table with people they already know.