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May 10, 2010

CRM Featured Articles

Why Customer Intelligence Is a Bright Idea

Forrester Marketing Forum '10: Analyst David Frankland urges marketers to use "customer intelligence" to drive business strategy.

Magazine Features

Manifestos Are Conversations

More than 10 years after upending the balance between companies and customers, the authors of The Cluetrain Manifesto reflect on its creation—and its lasting influence.


Cutting Sales Costs, Not Revenues

Many customers don't want or need expensive face-to-face interaction.

Customer Centricity

Putting the 'Self' in Self-Service 2.0

The real revolution is enabling customers to define their own interactions.

Secret of My Success

Seeing Customers Clearly

Online eyewear retailer brings its customer feedback into focus with Kampyle