Customer Relationship Management Research and Insights

Customer Centricity

• Customer Acquisition and Retention
• Customer Acquisition and Retention: Back to Basics
• Customer Acquisition and Retention: Customer Loyalty
• Customer Acquisition and Retention: Front-Office Cost Management
• Customer Acquisition and Retention: Gaining Consumer Trust and Competitive Advantage through Sustainability
• Customer Acquisition and Retention: Price with Confidence
• Customer Acquisition and Retention: Strategies for Managing Front Office Costs
• Customer Acquisition and Retention: Using the Customer Experience for Competitive Advantage in Uncertain Times
• How to Make the Most of the Great Consumer Trade Down
• The Road to Recovery: A Report on Consumer Behavior in the New Economy
• Why Customer Centricity Matters in Uncertain Times

Customer Service

• Accenture 2007 Global Customer Satisfaction Survey
• Accenture 2008 Customer Satisfaction Survey
• Confronting the High Cost of Customer Returns in the Consumer Electronics Industry
• Contact Center Agent Performance
• Contact Center Agent Supervisor Performance
• Contact Center Metrics
• From Call Quality Monitoring to Call Quality Insight
• Making Every Contact Count
• Managing Contact Center Outsourcers
• The Customer Service Challenge: Creating the "Perfect" Customer Call
• The Road to Recovery: A Report on Consumer Behavior in the New Economy

Customer Strategy

• High Performance Marketing and Customer Management
• Investing to Sustain High Performance—Examining the Two Sides of the Innovation Coin
• It's Only a Matter of Time
• Seller Beware: The Curse of the Disloyal Customer
• The Road to Recovery: A Report on Consumer Behavior in the New Economy
• Think Your Customers Are Loyal? Think Again
• Transforming CRM

Marketing

• China Brand Opportunities
• It's Only a Matter of Time
• Marketing Mastery Matters
• The Marketing Road Map
• The Road to Recovery: A Report on Consumer Behavior in the New Economy
• Winning the Wallets of Chinese Consumers

Sales

• Customer Acquisition and Retention: Price with Confidence
• Motivating Your Sales Force to Great Performance
• The Road to Recovery: A Report on Consumer Behavior in the New Economy

Communications

• Customer Centricity: The New Axis of High Performance

Cross Industry

• Accenture 2007 Global Customer Satisfaction Survey
• Accenture 2008 Customer Satisfaction Survey
• China Brand Opportunities
• Confronting the High Cost of Customer Returns in the Consumer Electronics Industry
• Contact Center Agent Performance
• Contact Center Agent Supervisor Performance
• Contact Center Metrics
• Customer Acquisition and Retention
• Customer Acquisition and Retention: Back to Basics
• Customer Acquisition and Retention: Customer Loyalty
• Customer Acquisition and Retention: Front-Office Cost Management
• Customer Acquisition and Retention: Gaining Consumer Trust and Competitive Advantage through Sustainability
• Customer Acquisition and Retention: Price with Confidence
• Customer Acquisition and Retention: Strategies for Managing Front Office Costs
• Customer Acquisition and Retention: Using the Customer Experience for Competitive Advantage in Uncertain Times
• From Call Quality Monitoring to Call Quality Insight
• High Performance Marketing and Customer Management
• How to Make the Most of the Great Consumer Trade Down
• Investing to Sustain High Performance—Examining the Two Sides of the Innovation Coin
• It's Only a Matter of Time
• Making Every Contact Count
• Managing Contact Center Outsourcers
• Marketing Mastery Matters
• Marketing Mastery: How High Performance Businesses Drive Profitable Growth
• Motivating Your Sales Force to Great Performance
• Seller Beware: The Curse of the Disloyal Customer
• The Marketing Road Map
• The Customer Service Challenge: Creating the "Perfect" Customer Call
• The Road to Recovery: A Report on Consumer Behavior in the New Economy
• Think Your Customers Are Loyal? Think Again
• Transforming CRM
• Winning the Wallets of Chinese Consumers

• Accenture 2007 Global Customer Satisfaction Survey
• Accenture 2008 Customer Satisfaction Survey
• China Brand Opportunities
• Confronting the High Cost of Customer Returns in the Consumer Electronics Industry
• Contact Center Agent Performance
• Contact Center Agent Supervisor Performance
• Contact Center Metrics
• Customer Acquisition and Retention
• Customer Acquisition and Retention: Back to Basics
• Customer Acquisition and Retention: Customer Loyalty
• Customer Acquisition and Retention: Front-Office Cost Management
• Customer Acquisition and Retention: Gaining Consumer Trust and Competitive Advantage through Sustainability
• Customer Acquisition and Retention: Price with Confidence
• Customer Acquisition and Retention: Strategies for Managing Front Office Costs
• Customer Acquisition and Retention: Using the Customer Experience for Competitive Advantage in Uncertain Times
• Customer Centricity: The New Axis of High Performance
• From Call Quality Monitoring to Call Quality Insight
• High Performance Marketing and Customer Management
• How to Make the Most of the Great Consumer Trade Down
• It's Only a Matter of Time
• Investing to Sustain High Performance—Examining the Two Sides of the Innovation Coin
• Making Every Contact Count
• Managing Contact Center Outsourcers
• Marketing Mastery Matters
• Marketing Mastery: How High Performance Businesses Drive Profitable Growth
• Motivating Your Sales Force to Great Performance
• Seller Beware: The Curse of the Disloyal Customer
• The Customer Service Challenge: Creating the "Perfect" Customer Call
• The Marketing Road Map
• The Road to Recovery: A Report on Consumer Behavior in the New Economy
• Think Your Customers Are Loyal? Think Again
• Transforming CRM
• Winning the Wallets of Chinese Consumers

2009

• Customer Acquisition and Retention
• Customer Acquisition and Retention: Front-Office Cost Management
• Customer Acquisition and Retention: Gaining Consumer Trust and Competitive Advantage through Sustainability
• Customer Acquisition and Retention: Price with Confidence
• Customer Acquisition and Retention: Strategies for Managing Front Office Costs
• Customer Acquisition and Retention: Using the Customer Experience for Competitive Advantage in Uncertain Times
• How to Make the Most of the Great Consumer Trade Down
• Investing to Sustain High Performance—Examining the Two Sides of the Innovation Coin
• It's Only a Matter of Time
• The Road to Recovery: A Report on Consumer Behavior in the New Economy

2008

• Accenture 2008 Customer Satisfaction Survey
• China Brand Opportunities
• Confronting the High Cost of Customer Returns in the Consumer Electronics Industry
• Customer Acquisition and Retention: Back to Basics
• Customer Acquisition and Retention: Customer Loyalty
• Customer Centricity: The New Axis of High Performance

2007

• Accenture 2007 Global Customer Satisfaction Survey
• Contact Center Agent Supervisor Performance
• Contact Center Metrics
• From Call Quality Monitoring to Call Quality Insight
• Managing Contact Center Outsourcers
• Motivating Your Sales Force to Great Performance
• The Marketing Road Map
• Transforming CRM
• Winning the Wallets of Chinese Consumers

2006

• Contact Center Agent Performance
• Marketing Mastery Matters
• Seller Beware: The Curse of the Disloyal Customer
• The Customer Service Challenge: Creating the "Perfect" Customer Call
• Think Your Customers Are Loyal? Think Again

2005

• Making Every Contact Count
• Marketing Mastery: How High Performance Businesses Drive Profitable Growth

2004

• High Performance Marketing and Customer Management