Podcasts

Looking for the latest customer management podcasts? Listen to customer management and related podcasts on Customer Management IQ. Get started today. View All

• Care About Customers, Revenue? Make Partner Training Your Business!: How can you assure your business will not cede sales revenue or customer satisfaction points because of a few bad apples in the channel? listen now

  Tags:    channel management | sales and revenue 05/09/2012  12:00:00 AM EDT

• How National Grid is Learning to Build Relationships in the Contact Center: Martin Neat, National Grid, reveals why utilities contact centers can no longer restrict their focus to transaction-based customer service. Find out how his leading organization is establishing the culture and strategies needed to drive real relationships! listen now

  Tags:    customer experience | contact center | utilities 03/26/2012  12:00:00 AM EDT

• Delivering the Social Experience Your Customers Are Demanding: Make no mistake: customers are indeed demanding two-way brand communication and customer service on social channels. But what are their expectations? And how do you successfully deliver--and measure--the desired experience? Duke Chung from Parature explains! listen now

  Tags:    social crm | social media | customer experience 03/07/2012  12:00:00 AM EST

• Be Like Disney: Why Your Brand Must Compete on the Customer Experience: Having the best product is no longer enough to guarantee long-term customer loyalty. Find out why a top call center executive advises you to be like Disney when it comes to "competing on the customer experience." listen now

  Tags:    customer experience | disney | customer satisfaction 03/05/2012  12:00:00 AM EST

• "United Breaks Guitars" Guy Talks the Future of Social Customer Complaints: The guy who famously put a major corporation on blast for poor customer service is now working to give brands a “fighting chance at managing their reputations.” He speaks exclusively to CustomerManagementIQ about his new project and the evolution of customer complaints. listen now

  Tags:    customer complaints | united breaks guitars | customer experience 02/15/2012  12:00:00 AM EST

• CRM: Does Your Call Center Strategy Support or Undermine This Key Business Goal?: As you try to achieve your lofty CRM goals, learn whether your customer management strategy is beneficial or detrminental! listen now

  Tags:    crm | relationship | call center 01/23/2012  12:00:00 AM EST

• How Avon's Call Center Turns Customer Feedback Into Valuable Business Insights: In this exclusive podcast, Avon’s customer care director Tracy Wright shares real-life examples of how she achieved success by improving the alignment between the customer service function and other business units. listen now

  Tags:    call center 12/15/2011  12:00:00 AM EST

• Why Hershey Entertainment Still Cares About First-Call Resolution: Recently, there has been a movement away from metrics and the notion of a customer management “best practice.” But that does not mean all measurements are irrelevant--here's why Hershey Entertainment & Resorts won't ignore first-call resolution. listen now

  Tags:    fcr | best practices | call center 12/12/2011  12:00:00 AM EST

• From Apple to Cemex: What Does Customer Experience Success Really Mean?: Everyone within customer management knows they need to care about the "customer experience." But what does that term really mean? What does a successful "customer experience" really entail? listen now

  Tags:    sap | customer experience | apple 10/25/2011  12:00:00 AM EDT