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Free Customer Base Management Tools

We have developed a range of tools that we use with our customers to understand and improve their business. Those tools include items such as:

Customer Satisfaction ROI Module
Human Resources ROI Module
Return on Retention Estimator

Customer Retention Scorecard
Bundling Process Map
Return on Investment Strategic Prioritisation

We have produced a standardised and simplified version of a couple of our tools for website visitors to download and improve their Return on Customer Investment.

Please download them and use them in your business.	Download Tools
Whitepaper - 10 tips to make sure your IVR system is working for you	Whitepaper - 10 tips to make sure your IVR system is working for you
Officially known as an “Interactive voice response” (IVR) platform, IVR’s are the software attached to a company’s phone system (ACD/PABX) that allows the caller to direct their call via the telephone keypad. They connect callers to the most appropriate area or person based on the needs of their call and those identified through the IVR options. While they sound like a great idea, we have all had at least one dreadful experience when interacting with a Company’s IVR system, the structure and options have become frustrating because they were not logical or not working properly. This white paper has our top 10 tips on making sure that your IVR system is working at it's full potential.
31 Point Marketer's Call Centre Diagnostic	31 point Call Centre Diagnostic
We recently wrote three articles that covered the challenges that marketers face delivering their campaigns through the call centre channel. The articles covered set up, execution and reporting of campaigns when delivered via call centres. This diagnostic allows you to rate your ability to maximise your campaign success when using your organisation's call centre and identify ways to improve its performance.	31 point Call Centre Diagnostic

Return on Retention Estimator (RORE)	Return on Retention Estimator
One of the challenges that our customers often give us is to justify investment in Customer Retention, i.e. how much should I spend to keep my existing customers. We have simplified one of our advanced ROI tools to estimate Profit Improvement with just four pieces of company information.	Return on Retention Estimator

Balanced Scorecard Introduction Kit	Balanced Scorecard Introduction
You deserve a hand. There is so much information surrounding the Balanced Scorecard that it's often hard to get a clear and concise understanding of what it actually is and how you would use it. Well this is that clear concise outline.	Balanced Scorecard Introduction

Customer Experience Management Whitepaper	Customer Experience Management Whitepaper
This free white paper examines the process of determining the value, designing and executing Customer Experience Management (CEM) programmes for organisations large and small.	Customer Experience Management Whitepaper

Return on Retention Estimator

BSC Introduction

Customer Experience Management

Call Centre Diagnostic

IVR Whitepaper