Should Businesses Review Customers?
Reverse reviews hold customers accountable for their behaviors.
There's an App for That, But Does Anyone Care?
Studies point to a decline in mobile app usage among smartphone owners.
Uber Exemplifies Forrester's 'TRUE' Brand Qualities
To compete in the services economy, organizations must satisfy four requirements.
CRM on Twitter: September 2009
How United Airlines learned that customer dissatisfaction + social media = a first-class pain.
Do You Know Your URLs?
Not every marketing effort includes a campaign-specific Web address -- but some of the ones that do aren't doing a very good job of connecting to the main brand.
Whuffie Doesn’t Grow on Trees
Forget money: Trust, transparency, and value represent today's social currency.
CRM on Twitter: April 2009
Customer service tweeps speak for themselves.
Something Special in the Air
Carriers announce the latest attempt to provide broadband Internet access to airline passengers.
Vertical Focus: How Auto Dealers Drive Relationships
Automakers using CRM are getting savvier about their customers, which are essentially the dealers. Dealers using CRM are also getting a better handle on their customers and prospects.