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- Balancing Customer and Enterprise Needs
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Contact centers have the ability to collect massive amounts of customer information.
Type: Articles and White Papers Topics: Customer Relationship Management, Customer-focused Processes and Functions, Customer Segmentation, Product and Service Innovation, Innovation Processes: 2.1.2.2 Identify potential new products and services, 2.1 Manage product and service portfolio, 2.1.2 Define product/service development requirements, 2.2.2.2 Conduct customer tests and interviews, 2.2 Develop products and services, 2.2.2 Test market for new or revised products and services, 3.1.1.2 Identify market segments, 3.1 Understand markets, customers, and capabilities, 3.1.1 Perform customer and market intelligence analysis, 3.1.2.2 Determine target segments, 3.1.2 Evaluate and prioritize market opportunities, 3.1.2.3 Prioritize opportunities consistent with capabilities and overall business strategy, 3.2.1.2 Develop value proposition including brand positioning for target segments, 3.2 Develop marketing strategy, 3.2.1 Define offering and customer value proposition, 3.2.1.3 Validate value proposition with target segments Industry: Computers, Electronics, Financial Services/Banking, Software- Relevance: 71%
- Member Price: FREE
- Using Customer Segmentation to Innovate
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Customer segmentation is about more than marketing. It can translate into better new product/service development and innovation.
Type: Articles and White Papers Topics: Customer Relationship Management, Customer-focused Processes and Functions, Customer Segmentation, Product and Service Innovation, Innovation Processes: 2.1.2.2 Identify potential new products and services, 2.1 Manage product and service portfolio, 2.1.2 Define product/service development requirements, 2.2.2.2 Conduct customer tests and interviews, 2.2 Develop products and services, 2.2.2 Test market for new or revised products and services, 3.1.1.2 Identify market segments, 3.1 Understand markets, customers, and capabilities, 3.1.1 Perform customer and market intelligence analysis, 3.1.2.2 Determine target segments, 3.1.2 Evaluate and prioritize market opportunities, 3.1.2.3 Prioritize opportunities consistent with capabilities and overall business strategy, 3.2.1.2 Develop value proposition including brand positioning for target segments, 3.2 Develop marketing strategy, 3.2.1 Define offering and customer value proposition, 3.2.1.3 Validate value proposition with target segments Industry: Chemicals, Consumer Products/Packaged Goods, Electronics, Entertainment, Financial Services/Banking, Hospitality, Printing & Publishing, Restaurant- Relevance: 71%
- Member Price: FREE
- How Best-Practice Organizations Use Customer Information
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Most organizations collect information about their customers, but few know which data to rely on and how to use it. Best-practice organizations handle customer information differently from the average organization.
Type: Best Practices and Business Drivers Topics: Customer Loyalty, Customer-focused Processes and Functions, Customer Relationship Management, Customer Satisfaction, Customer Segmentation Processes: 5.1.1.1 Analyze existing customers, 5.1 Develop customer care/customer service strategy, 5.1.1 Develop customer service segmentation/prioritization (e.g., tiers), 5.3.3.3 Analyze product and service satisfaction data and identify improvement opportunities, 5.3 Measure and evaluate customer service operations, 5.3.3 Measure customer satisfaction with products and services Industry: Financial Services/Banking, Retail/Catalog/Mail Order- Relevance: 68%
- Member Price: FREE
- Nonmember Price: Download FREE
- Integrating IT with Customer Segmentation
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APQC's perspective on best practices in Integrating IT with Customer Segmentation, featuring case examples from Fair Isaac and Harrah's Entertainment.
Type: Best Practices and Business Drivers Topics: Customer Segmentation, Customer-focused Processes and Functions Processes: 5.1 Develop customer care/customer service strategy, 5.0 Manage Customer Service- Relevance: 42%
- Member Price: FREE
- Targeted Programs for Valuable Customers
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APQC's perspective on best practices in Targeted Programs for Valuable Customers, featuring case examples from FedEx Services, Marriott International, and Roche Pharmaceuticals.
Type: Best Practices and Business Drivers Topics: Customer Segmentation, Customer-focused Processes and Functions Processes: 3.2 Develop marketing strategy, 3.0 Market and Sell Products and Services- Relevance: 42%
- Member Price: FREE
- Utilizing Customer Data
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APQC's perspective on best practices related to Utilizing Customer Data, featuring case examples from Bank of Norway and QVC.
Type: Best Practices and Business Drivers Topics: Customer Segmentation, Customer-focused Processes and Functions Processes: 3.2.1.1 Define offering and positioning, 3.2 Develop marketing strategy, 3.2.1 Define offering and customer value proposition- Relevance: 42%
- Member Price: FREE
- Segment Customers to Serve Them Better
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APQC's perspective on best practices in Segment Customers to Serve Them Better, featuring case examples from Hill-Rom and First American Corporation.
Type: Best Practices and Business Drivers Topics: Customer Segmentation, Customer-focused Processes and Functions Processes: 3.1.1.2 Identify market segments, 3.1 Understand markets, customers, and capabilities, 3.1.1 Perform customer and market intelligence analysis- Relevance: 42%
- Member Price: FREE
- Identify and Serve Loyal Customers
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APQC's perspective on best practices in Identify and Serve Loyal Customers, featuring case examples from Starbucks, American Airlines, the Seattle Mariners, and Bridgestone/Firestone.
Type: Best Practices and Business Drivers Topics: Customer Segmentation, Customer-focused Processes and Functions Processes: 3.1.2 Evaluate and prioritize market opportunities, 3.0 Market and Sell Products and Services, 3.1 Understand markets, customers, and capabilities- Relevance: 42%
- Member Price: FREE
- Nonmember Price: Download FREE
- Customer Segments and Value Propositions
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APQC's perspective on best practices in Customer Segments and Value Propositions, featuring case examples from Harrah's Entertainment and Air Products & Chemicals.
Type: Best Practices and Business Drivers Topics: Customer Segmentation, Customer-focused Processes and Functions Processes: 5.1 Develop customer care/customer service strategy, 5.0 Manage Customer Service- Relevance: 42%
- Member Price: FREE
- Calculating and Reporting Customer Profitability - FedEx Case Study
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Since its founding in 1971, FedEx has been providing transportation solutions while organized as a collection of companies.
Type: Case Studies Topics: Customer Loyalty, Customer-focused Processes and Functions, Customer Segmentation, Customer Service, Customer Value Analysis Processes: 1.1.2 Survey market and determine customer needs and wants, 1.0 Develop Vision and Strategy, 1.1 Define the business concept and long-term vision Industry: Transportation/Freight Carriers- Relevance: 42%
- Member Price: FREE
- Nonmember Price: $50.00
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