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January 14, 2009

Case Studies
Lead Sweet Lead
A Realtor discovers that as one door (fore)closes, another might not open.
CRM Featured Articles
VCG Launches Biometric Payments System
The new service offers biometrically authorized payments via phone, providing convenience and security.
Strategy Will Squash the Recession
A Forrester analyst reveals a five-part plan to deploy successful applications -- and to defy the downturn in the process.
Barnes and Noble Tops Customer Experience List
Only 11 percent of companies were considered "excellent" in Forrester's second annual Customer Experience Index (CxPi) Rankings.
Stuffing the Ballot Box—With Complaints
Will the Election Day success of the CNN InfoVoter hotline change the game for governments and CRM?
Reality Check
Taming the Digital Client in 2009
Technology will pave the way to customer focus and cost-efficiency.
Understanding Customers’ Digital Mood
Effectively managing customer experience online.

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