A Survival Guide For Optimizing Survey Responses
In beginning any customer survey program, be it satisfaction or loyalty or a combination of the two, there are several questions that immediately enter the conversation: What response rate(s) should we expect? How do we get more people to participate? What will hinder our participation rates? Achieving high levels of participation is a constant struggle […]
Strategic Account Management Best Practices from Strange Places – A Football Life
The other day I was watching a re-run of the NFL Network’s documentary series, A Football Life, that covered Bill Belichek during the 2009 NFL season. If you do not remember, it was the 2009 playoffs when the Ravens smashed the Patriots (33-14) in New England, and seeing that performance was about the only therapy […]
Calculating Your Account’s Life Cycle Value – Do you know how much an increase in your company’s account retention is worth?
It is a vicious cycle that even the most successful businesses have to deal with; the constant need to replace defected accounts with new ones. This cycle of winning, but not gaining significant net revenue or profits, is often referred to as “the gerbil effect”. The challenge then, is not how do you consistently acquire […]