ARTICLES
ARTICLES BOOKS CHANNELS WHITE PAPERS SUBMIT CONTENT
Customer Relationship Management
July 18, 2007. CNNmoney The Hidden Workplace
July 16, 2007. TMC.net A CRM lesson from the tower of Oz
July 13, 2007. PC World iPhone Not Business-Ready? CRM Released For iPhone Anyway
July 12, 2007. Search CRM Was Sprint's Decision a good CRM Move?
July 12, 2007. CRM Buyer Customer Data Quality: A Sales and Marketing Leadership Issue
July 11, 2007. CIO Today Microsoft Shows Off Its CRM Dynamic
July 11, 2007. PC World Microsoft Sets Pricing, Rollout for CRM Live
July 10, 2007. Search CRM Microsoft offers on-demand CRM on the cheap
July 9, 2007. Search CRM Voice of CRM: Sheryl Kingstone on Mobile CRM
July 6, 2007. CRM Buyer Solving the Departmental Disconnect Dilemma
July 5, 2007. CRM Buyer BI Firm Simplifies the College Admissions Data Mining Process
July 5, 2007. PC World Salesforce.com, Google Launch SMB Tool
June 27, 2007. CRM Buyer Government Customer Service: No Longer an Oxymoron
June 26, 2007. CIO Today Multichannel Marketing: Using all available media
June 25, 2007. PC World 15 Best Free Services and Software for Businesses
June 20, 2007. CRM News CRM's Next Step
June 15, 2007. TMC.net Making on demand CRM a business ally
June 13, 2007. TMC.net Forecasting Budget and Time for CRM Software Implementation can be Challenging
June 8, 2007. CRM Buyer CRM Breaks Into Show Business
June 7, 2007. ClickZ The Midyear Marketing Checkup
June 6, 2007. TMCnet SAP Named CRM Leader in Five Forrester Reports
June 6, 2007. TMCnet A CRM Field Guide to Nine Customer Birds, with Thanks to Roger Tory Peterson
June 5, 2007. QAS Data Quality Crucial for Success CRM
May 31, 2007. Destination CRM Emerging Markets Mean Emerging Customers
May 29, 2007. CustomerThink Speech Analytics Helps Companies Find Meaning in Customer Conversations
May 22, 2007. CustomerThink NewVoice Media Launches New Platform for Personalized Customer Care
May 21, 2007. CustomerThink Can You Keep Tabs of Your Customers Across Multiple Channels? An Interview with Marco Pacelli
May 21, 2007. CustomerThink Five Tools for Modern Customer Business
May 18, 2007. CRM Buyer The Revolution Your Customers Want
May 17, 2007. Search CRM Does Second Life Mean a New World for CRM?
May 15, 2007. CRM Buyer Bill Aims to Lighten Interest Burden on Credit Card Customer
May 14, 2007. CustomerThink Connect Online for Better Customer Care
May 1, 2007. Search CRM Does Second Life Mean a New World for CRM?
May 1, 2007. Destination CRM Automate Your Customer Reference Process
May 1, 2007. Destination CRM Secret of My Success: A New Lease on CRM
April 2007. CRM Advocate What Are Missing From CRM Systems and Processes?
April 30, 2007. CRM2Day Industry Experts Call for Directors to Take the Lead If Customer Experience is to Avoid the Mistakes of CRM
Apr 30, 2007. TMC net Privileged Consumer Information at Risk in Organizations that Fail to Properly Protect
Apr 30, 2007. CustomerThink The Wonderful World of Wikis is Changing the Face of CRM
Apr 20, 2007. CRM Buyer How CRM Can Help Merge Crucial Customer and Financial Data
Apr 16, 2007. CRM Guru Sales Effectiveness Technology: Underground Railroad or Value-Based Superhighway?
Apr 15, 2007. CRM Buyer The Customer Value and Innovation Feedback Loop
Apr 9, 2007. SearchCRM Building a Customer-Centric Organization
Apr 2, 2007. CustomerThink Would Your Customers Say Yes a Second Time?
March 27, 2007. MarketingProfs How to Make Customers a True Priority: Align with Your Company Power Core
March 27, 2007. MarketingProfs Marketing Challenges: Do Your Stalk Customers?
Mar 21, 2007. SearchCRM Voices of CRM: Users Give CRM Tips
Mar 19 , 2007. CustomerThink A Time for Everything: With Dynamic Mapping, You Can Talk to the Right Customers at the Right Time
Mar 19 , 2007. Sugar CRM Customer Insights Go Real Time: Marketing at the Moment of Truth
Mar 12 , 2007. Sugar CRM New Location to Confront European Growth for CRM
Mar 9, 2007. DestinationCRM Centric CRM Updates Its Offerings
Mar 5, 2007. CustomerThink True Insight Means Approaching Your Customers Differently
Mar 5, 2007. CustomerThink "Deep Marketing" Engages Customers
Mar 5 , 2007. CRM Guru True Insight Means Approaching Your Customers Differently
Feb 24, 2007. Information Week Down to Business: Engage with Customers, Don't Just Humor Them
Feb 19, 2007. CRM Guru When - and How - Should You "Fire" a Customer?
Jan 17, 2007 CRM Today A Perfectly Tailored CRM Plan to Meet Your Business' Needs
Feb 16, 2007. CRM Guru Thinking About Customer Value
Jan 29, 2007. CRM Guru Didn't Budget for the Latest CRM Trends? There Are Still Things You Can Do in IT
Jan 24, 2007. News Factor Tying Together Your CRM Channels
Jan 22, 2007. Eye for Travel CRM Special
Jan 12, 2007. TMC 1 Touch Software Wants to Take Your CRM Order
Jan 11, 2007. M-Travel Senior Marketing Executives reveal how they have unlocked the full revenue potential of their customers through an optimized CRM Strategy
Jan. 8, 2007. CustomerThink Build a Customer-Centric CxO Team: CRM Resolutions for 2007
Jan 8, 2007. CRM Guru Building a Customer-Centric CxO Team: CRM Resolutions for 2007
Jan 5, 2007. CRM Web Pro News Turning Leads Into Customers With
Dec 26, 2006. ClickZ Loyalty, CRM, E-mail, User Experience and More: 2006 in Review
Dec 11, 2006. CRMGuru.com If Sales Effectiveness Were Baseball, the World Series Would Still Be a Few Years Away
Dec 1, 2006. ClickZ Making CRM Accessible
Nov 6, 2006. CRMGuru.com CRM Helps Formerly Conservative Retail Banking Loosen Up and Win Customers
Oct 2006. CRM The 2006 Market Leaders, Part 1 Destination
Sept 18, 2006. CRM Guru Don't Wait for Godot: You Can Make Sales More Effective Without Your Latest Killer App
Customer Satisfaction
July 18, 2007. Orlando Sentinel Put yourself in your customer's shoes
July 17, 2007. Detroit Free Press Customer satisfaction a must
July 9, 2007. Computer Weekly Hotel chain ups guest satisfaction and revenue with call monitoring
July 2, 2007. CRM Buyer Dynamic Web Content: Giving Customers What They Want
July 1, 2007. New York Times To Raise Shopper Satisfaction, Web Merchants Turn to Videos
June 27, 2007. CRN Channels within the Channel
June 25, 2007. CRM Today Customer Satisfaction Linked to Good Customer Communications
June 22, 2007. TMC.net A Customer Centric Approach for Senior Management
June 19, 2007. NMBW Continental Airlines Tops Customer Satisfaction List
June 19, 2007. Washington Post E-commerce Government Sites Show Customer Satisfaction Gains
June 15, 2007. Examiner Birdsong fosters culture of customer satisfaction
June 13, 2007. TechLinks Three Keys to the Best Customer Experience!
June 12, 2007. TMC.net Customer Satisfaction with Call Center Largely Relies on First Call Resolution and Offshoring
June 12, 2007. Financial Express Satisfaction for one and all
June 8, 2007. Easier Finance Credit Card Customer Still Not Happy
June 6, 2007. PR Newswire Real-Time Customer Satisfaction Surveys: A Coaching Tool for Reps
June 7, 2007. MyCustomer.com Voice of the Customer Research: Let Your Customers Do the Talking
June 7, 2007. Marketing Daily Study: Consumer Satisfaction, Commitment to Banks on the Rise
June 6, 2007. PRlog Microtel Inn is Ranked #1 in Customer Satisfaction By 'Market Metrix Hospitality Index'
June 6, 2007. SearchCRM Price Not the Best Path to Customer Satisfaction
June 6, 2007. 4Hoteliers The Numbers Don't Lie
June 5, 2007. MSNBC Tech solutions to keep customers happy
June 5, 2007. KTAR.com Survey: US Airways Ranks Last in Customer Satisfaction
June 5, 2007. SYS-CON Media Improve Customer Satisfaction While Driving Down Costs
June 5, 2007. msnbc Tech Solutions to Keep Customers Happy
June 5, 2007. Charlotte.com Big Banks See Split Findings on Satisfaction
June 5, 2007. Mobiledia Motorola and Sanyo Ranked Highest in Customer Satisfaction
May 27, 2007. eBusiness Customer Disconnect with Automated Services System
May 18, 2007. CRM Buyer Customer Satisfaction Index Ticks Upward
May 15, 2007. SearchCRM Application Lets Customers Ask and Answer Their Own Questions
May 15, 2007. CRM Buyer Airline Customer Satisfaction in Tailspin
Mar 2007. Business Week 25 Companies Where Customers Come First
Feb 20, 2007. CRM Buyer Poll: E-Commerce Customers Upbeat About Service
Feb 5, 2007. CRM Guru What Is It That Customers Value Most?
Feb 2, 2007. SearchCRM Poll: The power of real-time customer surveyse
Jan 29, 2007. CRM Buyer Aviva: 'Committed to Offshoring' Despite Reports
Jan 18, 2007. ComputerWorld Google Checkout Rated Low in Customer Satisfaction
Jan 15, 2007. Washington Technology Don't Gamble with Success
Aug 15, 2006. ClickZ Customer Satisfaction in News Sites Mismatched with Ad Spend
Jun 19, 2006. CRM Guru Customers Redefine "Customer Focus" (And You May Not Like Their Definition)
Jun 12, 2006. CRM Guru Get Modern: Maintain Customer Value Across the Value Chain
Customer Call-Centers
July 18, 2007. Earthtimes.org Service-to-Sales Still Not Mastered: Learn From Call Centers That Got It Right
July 17, 2007. ABC Call Center Confessions
July 16, 2007. Sun-Sentinel Customer Service Responds to Customer Complaints
July 16, 2007. CRM Buyer Homeshoring of Contact Centers Set to Surge
June 13, 2007. CRM Buyer Interactive Intelligence Appliance Boosts VoIP Calling Features
July 11, 2007. CRM Buyer Microsoft Aims Low With Dynamics Live CRM Pricing
July 9, 2007. CRM Buyer FrontRange Targets SMBs With VoIP Upgrade
June 29, 2007. CRM Buyer Telemarketers Use Loopholes to Ignore National Do-Not-Call List
June 29, 2007. CRM Buyer Oracle Releases Contact Center Anywhere 8.1
June 27, 2007. TMC.net TMC Recognizes Aspect Unified IP 6.5 for Contact Centers
June 25, 2007. TMCnet Survey Shows Top Contact Center Service Priorities
June 25, 2007. TMCnet Case Studies Show Importance of Quality Monitoring
June 22, 2007. TMCnet Alpine Access Expands into Wisconsin
June 22, 2007. Destination CRM Surveys in the Contact Center Are Becoming More Prevalent
June 21, 2007. TMC.net Cistera Leads Charge Towards Application Platforms
June 20, 2007. TMCnet Contact Center Solutions Provider Contactual Launches Authorized Reseller Program
June 14, 2007. DM News Catalogers Lead in Call-Center Satisfaction
June 12, 2007. Tech Spot PC Call Centers Rank Worst in Customer Satisfaction
June 8, 2007. TMCnet Panasonic Call Center Earns 'Center of Excellence' Certification From Purdue University
June 7, 2007. TMCnet Survey Shows Segmented Service in the Contact Center a Successful Strategy
June 6, 2007. TMCnet Study Shows Contact Center Monitoring Still Has Room for Improvement
June 5, 2007. TMCnet Study: High Tech Companies Improve Online Customer Service Experience
June 4, 2007. TMCnet Study: Global Consumers Want More Interaction with the Contact Center
June 1, 2007. CustomerThink Study: American Consumers Want More Interaction with the Contact Center
May 29, 2007. TMCnet Making Irritating Call Centers Pay
May 30, 2007. CustomerThink The Dangers of a Database View of the Customer
May 24, 2007. TMCnet Strong Move to IP Contact Centers Likely in Next Four Years
May 23, 2007. TMCnet Study Shows Companies Feel Demand for Global Outsourcing Would Remain Strong in Wake of US Recession
May 21, 2007. CustomerThink Neglect Your Contact Center and You’ll Neglect Your Customers
May 14, 2007. CustomerThink Your Call Center Employees Can Help You Minimize the Cost of Research Without Sacrificing Quality
May 14, 2007. CustomerThink Service Reps: Know Their Passion, Improve Their Performance
May 8, 2007. CRM Buyer Aspect Aims to Unify Call Center Functionality
May 7, 2007. CustomerThink Most Call Centers Are Too Efficient to be Effective
May 7, 2007. CustomerThink Do You Want Robots or Magic in Your Contact Center?
May 7, 2007. CRM Buyer Data Mining: Customer Data Knocking at Your Door
May 1, 2007. Destination CRM Who's Minding the Data Store?
May 1, 2007. TMCnet User Names and Passwords Considered Costly and Insecure for Consumers
Apr 30, 2007. CustomerThink Your Call Center Agent Is an Untapped Resource
Apr 30, 2007. TMCnet Privileged Consumer Information at Risk in Organizations that Fail to Properly Protect
Apr 29, 2007. Financial Executive Outsourcing's Next Wave
Apr 23, 2007. TMCnet Call Center Managers Can Look to Best Practices to Improve Sales
Apr 19, 2007. TMCnet Contact Center Study Finds Improvement in Customer Interactions
Apr 3, 2007. CRM Buyer New Voice Response System Aims to Ease Customer Frustration
Apr 3, 2007. Chicago Tribune Talking to Overseas Reps Can Be 'Really Amazing'
Mar 28, 2007. CRM Buyer Designing a 21st Century Contact Center
Feb 14, 2006. TMCnet Maximize Your ROI on Contact Center Surveying
Jan 30, 2007. Seeking Alpha CEOs on Outsourcing: Infosys, IBM, Satyam, Convergys, AsiaInfo and Wipro
Jan 29, 2007. DecideO SAS Ranked Best in Data Mining
Jan 28, 2007. The Seattle Times Call Centers Called on to Win Over Customers
Jan 28, 2007. CRM Buyer Call Center App Detects Customer Anger
Jan 27, 2006. TMCnet Customer-Driven Knowledge and Proving Your Contact Centers Value
Jan 24, 2007. CRM Today CRM Solutions through Vendor Guru.com Simply Call Center Services
Jan 3, 2007. TMC Customer Satisfaction and the Integrated Contact Center
Dec 13, 2006. CRM Buyer Contact center Platform Enhances Customer Interaction
Customer Loyalty
June 29, 2007. Search CRM Why are loyal customers hard to find today?
June 29, 2007. Search CRM How can customer service and sales departments work together to build trust?
June 27, 2007. TMC.net Stop & Shop Strengthens Customer Loyalty with SPSS Inc.
June 11, 2007. B2B Mag Values, experiences outweigh product attributes in driving loyalty and attachment
June 7, 2007. The Wise Marketer.com Scottrade takes customer loyalty award again
June 6, 2007. CRM Daily Building Loyalty Goes Beyond Good Customer Satisfaction
June 6, 2007. Business Week How to Generate Real Customer Loyalty
May 30, 2007. The Huffington Post Improving Customer Loyalty and Profits in Today's Economy
May 8, 2007. SearchCRM Customer Loyalty, Profitability Drive BI Consolidation at Fairmont
Apr 30, 2007. CustomerThink Employee Ambassadors: Employee Attitudes, Beliefs and Actions Affect Customer Loyalty
Apr 23, 2007. CustomerThink Customer Surveys Can be Short and Effective - and Build Loyalty at the Sales Level
Apr 10, 2007. MarketingProfs.com B2B Demand Generation in the Age of Accountability, Measurability, and Automation
Apr 3, 2007. ClickZ.com Loyalty Programs Promote Higher Spending
Apr 2, 2007. CRM Guru Would Your Customers Say Yes a Second Time?
Mar 27, 2007. Courier News Grow Your Business: Strategies for Repeat Customers and Referrals
Mar 19, 2007. CRM Guru Customer Insights Go Real Time: Marketing at the Moment of Truth
Mar 17 , 2007. The Villages Daily Sun Retailer Builds Loyal Following
Mar 14 , 2007. Inc.com Customer Loyalty Marketing Tool
Mar 17 , 2007. Bangkok Post Earning Customer Trust Is the Name of the Game
Mar 19, 2007. The Wise Marketers Loyalty Scheme Boosts Repeat Business by 155%
Mar 14, 2007. Peomo Magazine Q Creates Customer Loyalty and Info Site
Feb 23, 2007. LinuxInsider Clearing the Air With Customer Advisory Councils
Jan 30, 2007. M-Travel Treating Loyalty Programme Like an Investment Portfolio
Jan 23, 2007 ClickZ Customer Loyalty Improves Retention
Jan 22, 2007. M-Travel How Can Loyalty Progammes Boost Sales Effectively?
Jan 11, 2007. CRM Buyer American Carmakers Look for Loyalty
Dec 8, 2006. CRM Buyer No Customer Left Behind
Nov 16, 2006. CRM Buyer Using Cell Phones to Promote Customer Loyalty
Oct 23, 2006. CRM Guru Cook Up Customer Advocacy the Way You Would a Lasagna, in Layers
Sept 15, 2006. DMNews Advocacy Is Just Part of Building Loyalty
Sept 6, 2006 The Lowdown on Customer Loyalty Programs: Which Are the Most Effective and Why
Customer Service
July 13, 2007. CRM Buyer Airline Customers Flying the Angry Skies
July 13, 2007. CRM Buyer Best of Both Worlds: Blending Live and Virtual Operators
July 12, 2007. Houston Chronicle AOL Dodges Suit With $3M Settlement of Cancellation Complaints
July 12, 2007. CRM Buyer Sprint's Limit on Customer Service Straches the Limits
July 11, 2007. Information Week Auto Dealers Force Customers to Pay or Walk
July 11, 2007. CRM Buyer Great Moments In Customer Service: Sprint Cans 1,200 Subscribers For Complaining
July 10, 2007. CRM Buyer Sprint Defends Kicking 1,000 Customers Out the Door
July 9, 2007. CRM Buyer Customer Service Tips: Learn From TV, Girl Scouts
July 9, 2007. CRM Buyer Customer Service: Beating the Clock
July 8, 2007. CRM Buyer Tilting Customer Service Outcomes Your Way
July 6, 2007. CRM Buyer Sprint to Demanding Customers: 'You're Fired'
July 5, 2007. CRM Buyer Banks Strive to Stand Out From the Pack With Customer Service Focus
June 28, 2007. TMC.net Customer Service Goes Mobile with Text Messaging Capabilities
June 28, 2007. SearchCRM Gartner: Customer service a six-step process
June 26, 2007. CRM News Taco Bell wins with customer service take out
June 26, 2007. Furniture World When Customer Service Rules Go Bad
June 24, 2007. Reuters Customer service a casualty of U.S. airline recovery
June 7, 2007. CRM Buyer Customer Service Survey Fuels Language Debate
June 5, 2007. ClickPress IMRG Launches E-Customer Service Index
May 29, 2007. CustomerThink Your Customer Is on the Phone. Now What?
May 29, 2007. CustomerThink Customer Culture: It All Starts and Ends With Listening
May 22, 2007. CRM Buyer Tripping on the Red Carpet Treatment
May 21, 2007. CustomerThink Don’t Ignore the Most Important Gauge of a Good Customer Service Experience: You
May 19, 2007. CRM Buyer Selling Your Staff on Customer Service
Apr 26, 2007. TMCnet Survey Reveals Customer Service is Critical to Profitability
Apr 10, 2007. BusinessWeek How Second Life Changes Customer Service
Apr 9, 2007. SearchCRM Gartner Ranks Customer Service Software
May 7, 2007. CustomerThink Don’t Use First-Call Resolution as an Excuse to Shunt Customers Aside
Apr, 2007. Destination CRM The 2007 Rising Stars and Service Excellence
Mar 20, 2007. SearchCRM Customer Satisfaction Falls Despite Call Center Efforts
Mar 19, 2007. Brandweek One Tough Customer
Mar 14, 2007. MyCustomer.com Know Your Customers Better Than They Know Themselves
Feb 28, 2007. CRM Buyer Securing Your Online ID: Beyond Username and Password
Feb 25, 2007. CRM Buyer The Latest Research Trend: Customers Behind the Wheel
Jan 29, 2007. CRM Buyer The Ultimate in Service Automation: No Customer Required
Sept 5, 2006. CRM Guru Want Proof That Customer-Centric Selling Works? Bundle Up and Visit Port Huron
May 15, 2006. CRM Guru Think of Customer Service Automation as a Means of Improving the Customer's Experience
Customer Experience
July 18, 2007. USA Today Tightrope: It's your attitude that matters, not the customer's
July 18, 2007. Dealerscope Creating the Best Customer Experience
July 17, 2007. MyCustomer.com Customer relationships: share the value or suffer the consequences
July 13, 2007. MyCustomer.com Customer experience in procedures and processes
July 12, 2007. Computer Express Customer experience management: is it just another name for CRM?
July 11, 2007. TMC.net Discover How You Can Create, Manage and Deliver the Best Customer Experience
July 11, 2007. WebProNews Are You Creating an Experience for the Customer?
July 10, 2007. CRM Buyer Shopping 3.0: Embracing Change in the New E-Commerce Era
July 3, 2007. CRM Buyer More Than Interaction
June 25, 2007. Building Products Counter Sales: How to measure the customer experience
June 21, 2007. IT-Director Managing the customer experience and Nexidia
June 18, 2007. DM News Obsession, when it comes to customer experience, can be a good thing
Mar 26, 2007. CustomerThink Where Does Your Customer Experience Begin and End?
Mar 22, 2007. SearchCRM Data Breach Notification Must Demonstrate Commitment to Customer Service
Mar 19, 2007. CRM Guru A Time for Everything: With Dynamic Mapping, You Can Talk to the Right Customers at the Right Time
Mar 19, 2007. CRM Guru "Profiling Helps Us Help Our Customers": How Microsoft Approaches Customer Analytics
Mar 14, 2007. eChannel Line Users Love Lenovo Notebooks, Gateway Desktops
Feb 12, 2007. CRM Guru You Are Not the Target Audience
Feb 2007. InformationWeek Customer -Controlled Innovation
Oct 2, 2006. CRM Guru How To Be a Customer Experience Standout
Jul 3, 2006. CRM Guru Customer-Centricity: Movement or Myth?
Jun 26, 2006. CRM Guru Guerrilla Metrics
Jun 19, 2006. CRM Guru No Matter What You Call It, Customer Experience Must be Consistent
CRM .................................... Customer Satisfaction .................................... Customer Call-Center .................................... Customer Loyalty .................................... Customer Service .................................... Customer Experience