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The CustomerSat Resource Center contains a wide range of
white papers, articles, tutorials, case studies, and archived
newsletters. Want to learn the best techniques for designing
survey questionnaires? Decide when to use mean scores vs.
top-box percentages? Measure the ROI of a customer feedback
system? You’ll find the information you need here.
Log in is required; register here.
Webinars (Registration Required)
| Title |
Connecting the Silos for Customer Growth and Profitability - April 16, 2008
Jeanne Bliss, "Chief Customer Zealot" and managing partner of CustomerBliss, provides the tools and information you need to begin to overcome organizational inertia and deliver a meaningful customer experience and corporate culture to sustain it. She reveals the diagnostics to determine if your company’s core strengths, metrics and systems improve or harm customer relationships, and offers advice on how to address the organizational challenges you may face. Download the PDF file. |
Collecting Feedback is a Start! Now Do Something With It! - February 5, 2008
Vito Wasniewski, Senior Principal at Amdocs, Inc., describes the tools he and his team use to analyze feedback, create action plans for improvement, and implement and execute those plans. Most organizations collect customer feedback, but few have a clearly constructed methodology and tangible process to make data actionable? Amdocs does! And it works. View the recording to find out more. Download the PDF file. |
The DNA of Customer Experience: How Emotions Drive Value - October 17, 2007
Colin Shaw , Founder and CEO of Beyond Philosophy™, illustrates the four clusters of emotions that drive and destroy value in an organization. He reveals how by improving these emotional clusters surrounding every Customer Experience, you can drive more customers higher up the pyramid hierarchy of emotional value, and reap a significant financial return in the process. Download the PDF file. |
Un-harness the Power of your Customer Satisfaction Data - July 25, 2007
Cameron Karr, Sr. Director, World Wide Customer Loyalty at Business Objects, describes how they have successfully achieved customer centricity by building a robust Customer Enterprise Management (CEM) program that drives continuous actions and improvements. She illustrates how Business Objects is maximizing the value of gathered information and making their data competitive. |
Competing on Analytics: Discovering the Power to Out-Think and Out-Execute Your Competition - April 18, 2007
Jeanne G. Harris, executive research fellow and director of research at the Accenture Institute for High Performance Business, describes how the frontier for using data to make decisions has shifted dramatically. She explains how new analytical tools are being used to identify the most profitable customers, accelerate product innovation, optimize supply chains, and identify the true drivers of financial performance. Download the PDF file. |
Transforming the Organization to Deliver the Optimum Customer Experience - February 7, 2007
Barry Mainz, COO of Wind River, a leader in device software optimization, outlines how to take a vision, and transform it into a successful implementation of a strategic customer support organization. Barry captures how Wind River assertively changed from a passive product support focus to a pro-active customer support system which could hear the voice of their customer loud and clear. |
Customer Defection and Resurrection: Proven Ways to Turn Lost Customers Into Revenue - October 25, 2006
When a customer defects, the negative effect on profit is substantial. We are in a new era of defection where customer churn is reaching epidemic proportions and is wrecking businesses across the board. Jill Griffin, author and President of The Griffin Group, provides innovative solutions to recapture lapsed customers and specific win back methods to acquire untapped revenue. |
Driving Enterprise-wide Customer Centricity at Ariba through an Integrated Voice of Customer (VOC) System - July 19, 2006
Roger Blumberg, Director of Customer Advocacy at Ariba, describes the project steps taken to create, implement and maintain a centralized and integrated feedback program spanning all departments and all regions, including a relationship survey and five transaction surveys, performed at all customer touch-points. |
Measuring the Value of Online Support in a Multi-Channel World - May 17, 2006
Measuring online support, from click throughs and page views to customer satisfaction and brand perception, is a critical component of managing customer loyalty. Jim Sterne, President of the Web Analytics Association, discusses metrics that can be used to assess the online support performance at your company. |
Honeywell: Translating Voice of the Customer into Bottom Line Results - October 26, 2005
Anthony Pichnarcik, Global VOC Leader, describes how Honeywell Building Solutions successfully implemented an integrated VOC Action Management System in record time. Honeywell met its goal of strengthening the bottom-line through improved customer retention and loyalty using Six Sigma tools and a strategic partnership with CustomerSat. |
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Case Studies (Registration Required)
| Customer |
Solution Description |
AMD
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Global supplier of computer chips showcases how they operate a global Enterprise Feedback Management program and leverage the Voice of Customer as their key differentiator. |
Ariba
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Ariba, a provider of Spend Management services and technology for a diverse and prestigious customer base, develops a customer feedback program that saves millions in at-risk revenues. |
Canon U.S.A.
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Canon U.S.A. thrives in the competitive digital products market by providing a complete product experience, leveraging CustomerSat Enterprise to deliver industry-leading customer support and build loyalty.
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Datastream |
Datastream integrates with CustomerSat Enterprise to optimize responsiveness to customers. |
Digital Insight |
Financial services company drives corporate growth through CustomerSat’s feedback solutions. |
Honeywell ACS |
Honeywell ACS leverages customer surveys to boost customer retention and loyalty. |
Honeywell GBS |
Honeywell Global Business Services (GBS) improves customer satisfaction through automated feedback measurement and actions. |
Quintiles |
Pharmaceutical services enterprise
grows revenues with customer satisfaction.
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Thermo Fisher Scientific |
Thermo Fisher Scientific builds an action program to develop customer focus and loyalty enterprise wide. |
Wind River |
Wind River, a global leader in device software optimization, uses fact-based customer intelligence to propel performance. |
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White Papers (Registration Required)
Tutorials (Registration Required)
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