Microsoft Drives Customer Success With Microsoft Dynamics CRM -- REDMOND, Wash., March 18 /PRNewswire-FirstCall/ --

Microsoft Drives Customer Success With Microsoft Dynamics CRM -- REDMOND, Wash., March 18 /PRNewswire-FirstCall/ --: "Microsoft Drives Customer Success With Microsoft Dynamics CRM"

Leading industry analyst firm and 1To1 Media recognize Mitsubishi Caterpillar Forklift Europe at the 2010 Gartner and 1to1Media CRM Excellence Awards.

REDMOND, Wash., March 18 /PRNewswire-FirstCall/ -- Microsoft Corp. today announced that Mitsubishi Caterpillar Forklift Europe BV (MCFE), a leading forklift manufacturer based in the Netherlands, received the Gartner CRM Excellence Award in the category of Efficiency for its customer relationship management (CRM) project. Through this awards program, Gartner Inc. and 1to1 Media recognize companies that are doing an exceptional job at bringing together vision, strategy, customer experience, organizational collaboration, process, IT and metrics to create value for the customer and the enterprise.

Closing the Customer Feedback Loop - Harvard Business Review

Closing the Customer Feedback Loop - Harvard Business Review: "A Five-Point Customer Feedback Checklist"

1. Have you reached a consensus on your business’s five most critical “moments of truth” with customers?

2. Do employees and managers get customer feedback routinely, on a daily or weekly basis?

3. Do you let customers know the impact their feedback had on improving your processes?

4. Do you know what percentage of detractors your operations now convert into promoters through service recovery processes?

5. Can you put a dollar value on turning a detractor into a promoter?