I’ve been doing a lot of research lately on Software-as-a-Service (SaaS), and have come to the conclusion - given the current state of the economy which is forcing businesses to do more with less (e.g. collect more feedback and increase customer and employee loyalty; spend less on surveying, infrastructure and staff, and yet get the [...]

Hopefully you have already read my previous blog entry on this subject [see Why Do Electronic (email) Survey Response Rates Seem so Low? I Have a Theory, and a Way to Help Improve Them.]. This next tip I will keep short and sweet. Consider this fact as researched by the ESP (email service provider) EmailLabs: [...]

In the current economy, there is a very real and growing concern about how to gain and to keep customers. This was apparent at the 2008 North American Conference on Customer Management (NACCM) this year, with attendance lower than it has been in some time. The irony is that much of what was presented provided [...]