September / October 2005:
Customer Management: Strategy and Practice for the Customer-Driven Enterprise
 Understand how Customer Touchpoint Management – an approach to tracking and validating the individual Touchpoints that drive customer experiences – can improve the quality of your key customer relationships.
October 2005:
Sales & Marketing Management: Gaining the Competitive Edge with a Company-Wide Focus on Customers
 Moving beyond sales to Touchpoint interactions: How a trip to the local Lexus dealership turned out to be an unexpectedly eye-opening experience for a key marketing executive at a commercial real estate lender in Dallas.
December 22, 2004:
iMedia Connection: Getting in Touch
All customers follow certain Touchpoint paths as they move from awareness of your company, your products and or services, to choosing and purchasing them. Understanding how these paths are used, and how effective (or ineffective) the paths your customers take may be, can help shorten sales cycles and improve conversions.
December 20, 2004:
DM News: Improving Customer Relationships - Beyond the Buzz
 Customer relationships are always of interest to management. In many organizations, senior-level discussions on ways to optimize these relationships and their effects on retention, satisfaction and loyalty have intensified, as an understanding of the ways that individual Touchpoints drive experiences is moving onto the corporate agenda.
November 2, 2004:
iMedia Connection: Defining Customer Touchpoints
What could be more important than improving sales and customer relationships? Improving the customer-centricity of your organization isn't just good business, it's also good marketing. And a better understanding of individual Touchpoints can improve both.
|
Terms & Conditions