White Papers and Articles

CustomerImpact’s Knowledge Centre provides access to in-depth papers on customer-centricity, performance management; using customer intelligence to drive action; the power of dashboards; linkages between performance, satisfaction, and business success; and other related topics.

White Papers

Optimizing Partner Investments

Partner Surveys are one tool that can aid Partner Management in understanding how to optimize the investment in their partner programs and in specific strategic alliances. Partner surveys can reveal much about the health and viability of your partner ecosystem and reveal strengths and weaknesses of your most strategic relationships. >> Download

How To Measure Customer Profitability Without Going Mad

Customer profitability is poorly understood by accountants and misunderstood by marketers. It should be the cornerstone of all strategic customer management including CRM and yet it often fails to get taken on board. >> Download

Articles

10 Tips for Optimizing the Customer Experience During Tough Times

We believe that delivering an exceptional customer experience will give you the competitive differentiation needed to survive and thrive in today’s business environment. >> Download

Implementing the Customer Experience in a Technical Environment

Why is it that so many technically based businesses are able to make great products that are incredibly reliable, yet deliver a service experience that is flawed? >> Download

The Service Excellence Tipping Point

The ONE THING that makes the biggest difference to service delivery is... >> Download

Raising the Service Bar Substantially

Customers are much the same, so it follows that if you have changed, your customers will probably have changed in the same ways too. And if customers have changed, the customer service techniques and processes we you use will probably need to be changed too. >> Download

CRM Can't Manage Relationships

What basically CRM software does is to gather, store, manipulate and present customer information. But it's hard to promote something called 'Customer Information Management' software. I’m therefore not surprised they came up with the much ‘sexier’ title of 'Customer Relationship Management' software. A software does not ‘manage relationships'... >> Download