Triple Play or Infield Fly?
Package deals don't always make sense.
Consumers Score a Huge Win
Companies, vendors, and consumers should be prepared to work together to curb the possible misuse of the technology
What Drives a Profitable Customer Experience?
Companies that value customers need to let them know.
Neutering Net Neutrality
Let's put the brakes on a separate, but unequal, future for bandwidth providers.
Customer Experience Management Is on the Road to Maturity
Companies that lag behind must move from 'fluff' to 'tough.'
Nonservice Versus Disservice
There's a difference between doing what you can and doing what you can get away with.
CRM in ‘Pursuit of Shared Goals’
Responding in a way that is mutually beneficial to a company and its customers applies across the enterprise
New Paradigms Bring Value to Knowledge Management
The focus shifts from managing knowledge to empowering people to respond, as seen in online communities
Get Personal or Get Abandoned
To spot customer changes before it's too late, customer interaction strategies must be continually monitored and updated
Future of Contact Centers Clearly Lies in the Clouds
Too compelling to ignore, the benefits include low startup costs and no capital investment
Consumers Power Transformational Marketing
Engaging customers in personalized dialogue replaces pushing messages through mass media
Can I Help You? Can I Help You? Can I Help You?
CRM requires listening, not just speaking
Rx for Social Intelligence Center
Mix skilled workers, listening platform, and measurable objectives
Our New e-Commerce Reality
All's fair in love and war—and retail
Never Underestimate the Power of Traditional Methods
It's not the medium but, rather, how you use it to engage customers that counts
Use Social Media Proactively
Leveraging sites like Facebook and Twitter is critical
New-Gen WFM Solutions Make a Real Difference
But many contact center offerings require a trade-off between accuracy and ease of use
Mobile CRM: The Quiet Explosion
Growth is sparked by the iPad's popularity among businesses and the ability to send actionable insights to sales reps
The Right Customer Experience Strategy
It varies from "tailored intimacy" to "customer self-service"
There’s No Substitute for Experience
A salesperson must make a customer feel as if he must have it