CRMI fosters superior expertise in customer relationship management through education programs and professional development services

Center for Loyalty Research

The Center for Loyalty Research is a convenient way for you to keep current on the latest articles and research on current trends
and body of knowledge in the customer service, loyalty management, call center and CRM industries.

Click on the () links below to access content that resides on leading websites. You will be asked to identify yourself and, after
doing so, you will receive a link via return email that will allow you to view content for ALL of the items. Access to this
material is open to anyone, and is indexed on the Center for Loyalty Research as a convenience to you.

The Center for Loyalty Research also includes content that is intended solely for Members of CRMI, and is not accessible to
non-members. This material () includes case histories of organizations that have implemented successful loyalty management
strategy programs as well as articles written by experts in incentive programs, customer-centric management, customer service
operations and lean six sigma for customer service. If you are a CRMI Member, log in and enter your ID and password then
go to the announcements section to find the current passcode. You will be able to enter this pass code to view ALL the
() material.

If you would like to become a CRMI Member to view this “locked” content, please click here.

= Unlocked (accessible to anyone)
= Locked (CRMI Members only)

	HDI (Help Desk Institute)		Case History: Primavera Systems
	Call Center Magazine		Case History: Riso, Inc.
	CRMexchange		Case History: GE Healthcare
	CRMAdvocate		Case History: Taction
	CRMguru		Case History: SimplexGrinnell
	ContactCenterWorld		Case History: Haemonetics Corp.
	CRM Magazine		Case History: Egenera, Inc.
	Customer Interaction Solutions Magazine		Case History: BostonCoach
	CRM Today		Case History: Checkpoint Systems
	Connections Magazine		Case History: Boston Scientific
	Direct Marketing Assn.		Case History: Kronos
	Assoc. for Service Mgmt. Int’l. (AFSMI)		The Service Perspective in Customer Care: Using Our Intuition to Make Better Decisions
	Int’l. Customer Management Int’l. (ICMI)		The Service Perspective in Customer Care: Winning Customers Over the Personal Way
	1to1 Magazine		The Service Perspective in Customer Care: Chart Your Own Path to Happiness
	Customer Relationship Mgmt. Assn. (CRMA)		The Service Perspective in Customer Care: Beware the Buzzword Trap
	Other articles: Balancing Workforce Optimization with World Class Customer Service		The Service Perspective in Customer Care: Do we Understand our Customer’s Contribution?
	Chief Customer Officer Corner: The New Silver Bullet for Growth and Customer Loyalty		Branding the Customer Experience: You’ve Bet on CRM. Now, Improve Your Odds for Success
	In Pursuit of Excellence: Measuring Customer Satisfaction and Loyalty		Branding the Customer Experience: A Tale of Two Contractors
	Real-time Customer Intelligence at the Click of Mouse		Branding the Customer Experience: Four Common Misconceptions
	Applying BPM to Service Revenue Programs		Branding the Customer Experience: Is there a Governor on your Telemarketing Program?
	Excellence vs. Expectations: A Tale of Two Scales		Lean Six Sigma for Customer Service: A New Year’s Resolution: Get Lean
	Top 10 Reasons for Obtaining Quality Systems Registration		Lean Six Sigma for Customer Service: Is Your Service Process Wasteful?
	Services Renewal Rates: A Leading Loyalty Indicator		Lean Six Sigma for Customer Service: Metrics Make it Happen
	Incentive Programs: Take an Integrated Approach to Incentives		Lean Six Sigma for Customer Service: Don’t Use Simplicity as a Short Cut
	Incentive Programs: Retention Economics		Lean Six Sigma for Customer Service: What Creates Loyal Customers?
	Incentive Programs: Igniting Performance through People		Lean Six Sigma for Customer Service: What is Lean? What is Six Sigma?
	Incentive Programs: 8 Steps to Developing a Loyalty Program
	Incentive Programs: Using Incentives to Create the “Right” Results
	Incentive Programs: Is Cash Really King?

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