President
Customer Relationship Metrics
Jodie Monger, PhD, is the president of Customer Relationship Metrics and a pioneer in customer satisfaction
research for the contact center industry. Prior to founding Metrics, she was the founding associate director of
Purdue University’s Center for Customer-Driven Quality.
The Contact Center Is Your Competitive Weapon
Adrunk was searching at the base of a streetlight on his
hands and knees. When a passerby asked what he was
doing, the drunk said he was looking for his car keys.
After joining the search to no avail, the passerby asked
why the drunk thought his keys would be here. The drunk replied
that he didn’t but it is easier to search near the light than near his
car where it is dark.
Nearly every student of research techniques or business has encountered
this story or its cousin. Usually it is used to illustrate faulty tactics:
don’t look where it is convenient when the search should focus on
the area of greatest probability. This story is as good an illustration of
strategic error as it is of tactical error. After all, the goal should not be
to find the car keys – the man is drunk! Rather, getting home safely is
the appropriate goal, and a taxi or designated driver are two possible
tactics to reach that goal.
CRM Project Volume 6, March 02, 2006
Customer Common-Sense Approach To CRM
Leveraging the voice of the customer as part of an overall CRM strategy can help manage the
customer relationship and maximize CRM ROI.
CRM Project Volume 5, October 06, 2004
Let the Voice of the Customer Engineer Your CRM Implementation
Based on insight gained from listening to the voice of their customers, companies can better design their CRM processes.
CRM Project Volume 4, December 08, 2003
