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Biographical Information
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Articles By Ginger Cooper
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Buy.com completely revamped their customer service means and methods to help ensure their competitiveness. Here's how they did it, and some additional hints on building your CRM strategy.
Posted 21 Dec 2001
New technologies and practices, including multichannel sales, are helping retailers achieve greater levels of customer satisfaction this holiday season. But they still may have far to go.
Posted 07 Dec 2001
Achieving customer focus is a matter of identifying customer needs--and re-evaluating how you meet those needs.
After several holiday online shopping seasons that could only leave the Grinch smiling, e-tailers are finally getting serious about improving customer service.
The steps to achieving customer focus--and increasing retention and satisfaction rates--are not as difficult as you may think.
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