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THE DANGER OF DEFECTION
CRM MEETS THE CUSTOMER
ONE THIRD OF UK PLC OUTSOURCE THEIR DIRECT MARKETING
ASPECT COMMUNICATIONS' 2005 CONTACT CENTRE TRENDS SURVEY REVEALS CUSTOMER SATISFACTION AS TOP PRIORITY FOR EUROPEAN BUSINESSES
UK COMPANIES FAIL ONLINE CUSTOMER SERVICE TEST
“SOFT” RESOLUTION SKILLS CAN DRIVE HARD PROFITS FOR TELECOMS SECTOR, CLAIMS KANA
STUDY SHOWS CUSTOMER SERVICE IN BANKS IS STILL NOT UP TO STANDARD
2004 E-COMMERCE REPORT
THE CUSTOMER-CENTRIC CONTACT CENTER: A NEW MODEL
BENCHMARKS FOR EXCELLENCE IN ACCOUNT MANAGEMENT
BENCHMARKING OFFSHORE SERVICE PROVIDERS - 3 PART SERIES
THE UK AND IRELAND BENCHMARKING STUDY 2004-5
RETAIL WEEK'S TOP 500 2004
AMERICAN CUSTOMER SATISFACTION INDEX E-COMMERCE NUMBERS AND COMMENTARY
BUSINESS AT RISK: IS EMPLOYEE PERFORMANCE MANAGEMENT THE ANTIDOTE?
THE LOYALTY GUIDE 2004
CALL CENTER OUTSOURCING IN LATIN AMERICAN AND THE CARIBBEAN TO 2008
2004 GUIDE TO SUCCESSFUL CONTACT CENTER OFFSHORE OUTSOURCING
WORKFORCE OPTIMIZATION IN THE CONTACT CENTER
BUILDING BRANDS AT RETAIL
GLOBAL OFFSHORE CALL CENTRE OUTSOURCING: WHO WILL BE THE NEXT INDIA?
UK CALL CENTRES MARKET DEVELOPMENT
OUTSOURCING FROM STRENGTH
BENCHMARKING & FUTURE TRENDS V
2003 GLOBAL CONTACT CENTRE BENCHMARKING REPORT
THE DMA 2003 RESPONSE RATE STUDY
HIGH PERFORMANCE OUTSOURCING:
ROADMAPS FOR DELIVERING WINNING SERVICE
2003 ASIAN CALL CENTRE INDUSTRY BENCHMARK STUDY
PROFITING FROM CANADIAN CALL CENTER OUTSOURCING
THE DMA 2003 ECONOMIC IMPACT: U.S. DIRECT MARKETING TODAY
OUTSOURCING DESK REFERENCE
MANAGING FINANCIAL SERVICES CALL CENTERS
UK RETAIL CHAMPIONS
IMPACT OF OUTSOURCED CALL CENTERS ON CUSTOMER SERVICE
REASSESSING THE OPPORTUNITY FOR IP IN CALL CENTERS
ACQUIRING CUSTOMER WISDOM - DATABASE MARKETING FOR FUN AND PROFIT
STAY ALERT! - MOVING FROM REACTIVE TO PROACTIVE CUSTOMER COMMUNICATIONS
WINBACKS
STRATEGIC CRM 2.0: THE FIELD-TESTED, RESEARCH-VALIDATED BEST PRACTICES MANUAL FOR GENERATING ROI FROM CRM
PREDICTIVE DIALING REGULATORY REQUIREMENTS: ROADMAP TO COMPLIANCE
NEXT-GENERATION SELF- SERVICE
WORLDWIDE AND U.S. CRM SERVICES FORECAST AND ANALYSIS, 2002-2007
VALUING EXPERIENCE: HOW TO MOTIVATE AND RETAIN MATURE WORKERS
THE CUSTOMER CONTACT CENTER: TECHNOLOGY, TRENDS, AND INVESTMENT PLANS, 2003 – 2004
INNOVATION SOURCING STRATEGY MATTERS
GROWING LONE PRODUCTS INTO BROAD-BASED BRANDS: BEST PRACTICES IN TRADEMARK AND BRANDING DEVELOPMENT
PROFIT OR PAIN FROM YOUR USER EXPERIENCE
WHAT WORKS: BEST PRACTICES IN MARKETING TECHNOLOGIES
THE CHARTWELL CUSTOMER CARE CENTER REPORT 2003
CRM: EVALUATING WHAT IT IS DOING FOR FINANCIAL SERVICE INSTITUTIONS
BEYOND THE HYPE: E-NABLING THE SALES AND MARKETING FORCE
ACHIEVING WORLD-CLASS CUSTOMER SERVICE: AN INTEGRATED APPROACH
COMPARATIVE ANALYSIS OF CUSTOMER-CENTRIC CRM ANALYTICS
THE BLUEPRINT FOR CRM SUCCESS
WHAT WORKS: TEN SIGNIFICANT IMPLEMENTATIONS IN SERVICES MANAGEMENT
CRM: INFLICTING PAIN OR PROFIT?
BUILDING SIX SIGMA EXCELLENCE: A CASE STUDY OF GENERAL ELECTRIC
BEST PRACTICES IN EMPLOYEE PERFORMANCE MANAGEMENT AND DEVELOPMENT
PRICELESS: TURNING ORDINARY PRODUCTS INTO EXTRAORDINARY EXPERIENCES
NEW OPPORTUNITIES FOR OUTSOURCING, A COST-BENEFIT PERSPECTIVE
ROI PRODUCTIVITY KIT
CUSTOMER RELATIONSHIP MANAGEMENT IN THE PUBLIC SECTOR
WHAT WORKS: TEN SIGNIFICANT IMPLEMENTATIONS IN CALL AND CONTACT CENTERS
ONLINE SELLING & ECRM
MANAGING WORLD-CLASS CALL CENTERS: SITE VISIT FINDINGS
RETAIL INDUSTRY ONLINE
MAXIMIZING YOUR BRAND VALUE
PAY AND CONDITIONS IN CALL CENTRES 2002
DEVELOPING BUSINESS LEADERS FOR 2010
SUSTAINING THE TALENT QUEST: GETTING AND KEEPING THE BEST PEOPLE IN VOLATILE TIMES
2002 INTERNATIONAL CONTACT CENTRE CUSTOMER SATISFACTION REPORT – CROSS INDUSTRY BENCHMARKS COVERING THE USA AND UK
A PRACTICAL GUIDE TO CUSTOMER RELATIONSHIP MANAGEMENT
USING CUSTOMER FOCUSED KPIS TO EVALUATE ORGANISATIONAL PERFORMANCE - THE VIEWS OF CUSTOMER SERVICE PROFESSIONALS
IMPROVING CUSTOMER SATISFACTION AND RETENTION THROUGH DIFFERENTIATED SERVICE LEVELS
CUSTOMER RELATIONSHIP MANAGEMENT: NEW WAYS OF KEEPING THE CUSTOMER SATISFIED
STRATEGIC RELATIONSHIP MARKETING
MARKETING CAMPAIGN MANAGEMENT: BENCHMARKING THE USER EXPERIENCE
BRANDING ON SITE: CUSTOMER RELATIONSHIPS IN THE DIGITAL MARKETPLACE
OVERCOMING CUSTOMER INERTIA
CUSTOMER INTELLIGENCE: ACHIEVING EFFECTIVE CRM FOR COMPETITIVE ADVANTAGE
PROFITING FROM ECRM
STRATEGIC VALUE ANALYSIS
WHAT WORKS IN EUROPE: SUCCESS STORIES IN CUSTOMER RELATIONSHIP MANAGEMENT
STRATEGIC CUSTOMER PLANNING
COUNTDOWN TO CUSTOMER FOCUS: A STEP-BY-STEP GUIDE TO CRM IMPLEMENTATION
PAY AND CONDITIONS IN CALL CENTRES 2001 - UK
SERVICING THE AMERICAN PUBLIC: BEST PRACTICES IN CUSTOMER-DRIVEN STRATEGIC PLANNING
THE GUIDE TO CRM AUTOMATION
PROFITABLE CUSTOMER RELATIONSHIP MANAGEMENT STRATEGIES
CALL CENTERS: EXECUTIVE INSIGHTS FOR EXCELLENCE
BEST PRACTICES IN E-SERVICE
E-CRM: CUSTOMER MANAGEMENT STRATEGIES FOR E-BUSINESS
MEASURING AND IMPROVING EMPLOYEE MOTIVATION
CUSTOMER RELATIONSHIP MANAGEMENT - CREATING THE CUSTOMER -CENTRIC FINANCIAL SERVICES ORGANISATION
WHAT WORKS: TEN SIGNIFICANT CRM IMPLEMENTATIONS OF 2000
CUSTOMER RELATIONSHIP MANAGEMENT: EUROPE 2001
TMI/ICS UK NATIONAL COMPLAINTS CULTURE SURVEY
THE INTERNET AND ESERVICE REPORT
THE FUTURE OF CUSTOMER SERVICE
MANAGING STRATEGIC PERFORMANCE
MANAGING BEST PRACTICES
DRIVING CORPORATE CULTURE FOR BUSINESS SUCCESS
BUILDING AND IMPLEMENTING A BALANCED SCORECARD
PURDUE UNIVERSITY - CALL CENTER BENCHMARK REPORT
FEDERAL CONSORTIUM BENCHMARK STUDY REPORT
TARP (NOW CALLED E-SATISFY) BENCHMARKING STUDY
CUSTOMER SERVICE COMPENSATION STUDY
SOCAP SALARY & JOB DESCRIPTION STUDY
THE X-FACTOR FROM THE BRITISH QUALITY FOUNDATION
MANAGING CUSTOMER RELATIONSHIPS: LESSONS FROM THE LEADERS
CALL CENTRES BENCHMARKING REPORT
THE CUSTOMER SERVICE EXCELLENCE COLLECTION - LEARN HOW TO SUCCEED FROM OTHERS.
DEVELOPING AND IMPLEMENTING A CRM STRATEGY - THE INTEGRATION OF PEOPLE, PROCESSES AND TECHNOLOGY.
THE STRATEGIC MANAGEMENT OF CUSTOMER RELATIONSHIPS
KNOWING YOUR CUSTOMER
MEASURING AND VALUING CUSTOMER RELATIONSHIPS - HOW TO DEVELOP THE MEASURES THAT DRIVE PROFITABLE CRM STRATEGIES.
EMARKETING - IMPROVING MARKETING EFFECTIVENESS IN A DIGITAL WORLD.
CREATING EXCEPTIONAL VALUE FOR CUSTOMERS
CLOSE TO THE CUSTOMER SERIES

We'll be adding more reports regularly, so come back soon! Email us to recommend a research report or best practice guide:christinals@iirltd.co.uk