Net Promoter Conference '09: The financial services leader relies on a simple measure of customer loyalty that often goes unacknowledged.
Posted 27 Jan 2009
In a down economy, companies anticipate a negative impact on incentive programs for 2009, but a well-planned, well-implemented program may be just what they need to survive.
Posted 22 Jan 2009
Dynamic documents extend the lifespan of your work.
Posted 19 Jan 2009
The verticalized solutions aim to improve the customer experience and employee productivity.
Posted 19 Jan 2009
Effectively managing customer experience online.
Posted 14 Jan 2009
Customer retention is one thing. Identifying the right ones to retain is another.
Posted 07 Jan 2009
Only 11 percent of companies were considered "excellent" in Forrester's second annual Customer Experience Index (CxPi) Rankings.
Posted 05 Jan 2009
Raise the bar, instead of falling short of it.
The Tipping Point,
Posted 01 Jan 2009
Companies like Google and Netflix are using inducement prizes to encourage product innovation—and it's saving them money.
Posted 22 Dec 2008
Video-enabled call centers will change the company-customer relationship.
Posted 15 Dec 2008
According to research firm IDC, blame the current recession for the scaled-back spending forecast.
Posted 04 Dec 2008
A new report from Aberdeen suggests that the best time for marketers is when customers are communicating through their actions.
Posted 02 Dec 2008
Your company's Web site doesn't have to be the prettiest one out there, but it has to be useful. Here's how to make sure it is.
Posted 01 Dec 2008
Tealeaf debuts an array of offerings aimed at digging deeper into mobile-customer behavior.
Posted 21 Nov 2008
The on-demand customer experience solution provider's latest quarterly release makes it ready to release a one-stop enterprise contact center package.
Posted 18 Nov 2008
A depressed shopping season may lead to a transformation of consumer behavior -- and the disappearance of several brand-name retailers.
Posted 13 Nov 2008
Dreamforce '08: The SaaS vendor ups research funds for CRM, declaring this a critical time to listen to and invest in customers and employees.
Posted 05 Nov 2008
A new reality emerges for the people-process-technology mix.
Posted 01 Nov 2008
The content management provider looks to provide a more holistic Web marketing solution, according to company executives.
Posted 24 Oct 2008