Customer satisfaction a moving target

Article Abstract:

Efforts to maintain customer satisfaction keep on rising as businesses continue to exceed customer expectations. Companies that go beyond customers' expectations retain as much as 80%-90% of their customers, while firms that provide customers exactly with products and services they expect, retain only 50%-75% of their customers. This implies that total customer satisfaction is achieved by anticipating customer needs.

Evaluation, Services, Business enterprises, Customer service, Customer satisfaction

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Court success by giving ideas a home; how market research departments can foster internal innovation

Article Abstract:

The marketing research department is the excellent place for an internal innovator because it has the objective methods, customer insights and access to internal and external resources that are necessary for creativity. The marketing research department can find out what is right about an idea, can become a coach for innovators and can connect the innovator with individuals who can provide money or expertise.

Management, Advertising agencies

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Sales woe: 1 in 6 are problem clients

Article Abstract:

A survey of sales professionals showed that one in every six clients are problem clients. This figure becomes higher in Fortune 500 companies where one in every four are problem clients. Definitions of problem clients varied with men perceiving problem clients as those who lie while women define problem clients as constant complainers. About 29.1% of job-related stress are also attributed to clients.

Surveys, Sales personnel, Salespeople

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