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Articles
1-100 out of 100 article(s)
| Title |
Author |
Type |
Date |
Words |
| In Their Pockets: Sound Advice On Revenue Growth - How Will You Perform? |
|
|
Dec 3, 2009 |
2475 |
| All about the data: customer data integration and master data management help carriers mine a wealth of data. |
Ouimette, Gates |
|
Dec 1, 2009 |
548 |
| Businesses need to prepare for the rain. |
Storey-Manseau, Laurie J. |
Column |
Nov 6, 2009 |
876 |
| Attention editors and reporters! Better media relations: if you want positive coverage of your bank in the local news media, you first need to do your homework and cultivate relationships with key personnel at each newspaper and broadcast station. In other words, treat them the way you would any important customer. |
Kincy, Jason |
|
Nov 1, 2009 |
3450 |
| New environment, new solutions: the market meltdown has financial advisers rethinking their business practices to protect clients. |
Panko, Ron |
|
Oct 1, 2009 |
2115 |
| Take control of your customer service: building a customer service-oriented business from inside out. |
Blanchard, Ken |
|
Oct 1, 2009 |
688 |
| The CFO and customer service. |
Althof, Tim |
|
Sep 11, 2009 |
590 |
| Beware The Boilerplate - Part II. |
|
|
Aug 5, 2009 |
1564 |
| If you are working you are probably running: everyone admits that attitude is most important. Well it is! |
Wiesner, Pat |
|
Aug 1, 2009 |
667 |
| ACD routing best practices: LIFO vs. FIFO. |
Passios, Tim |
|
Aug 1, 2009 |
813 |
| Develop your people sense: perception and persuasion determine your sales success. |
Meyer, Paul J. |
|
Aug 1, 2009 |
1248 |
| Pricing And Promotions In Consumer Products. |
|
Brief article |
Jul 10, 2009 |
259 |
| The quest for service excellence--one group's journey. |
Shehab, Thomas M.; Adler, Larry A. |
|
Jul 1, 2009 |
2124 |
| Relationship: absolutely, positively, under no circumstances: part of the economy ... has been working around the clock to ensure that we only have one-time transactions with no possible follow-up relationship. |
Hall, Robert |
|
Jul 1, 2009 |
846 |
| Simple division: segmentation is an important strategic process that can be accomplished successfully by following a few basic rules. Don't waste your time doing a lot of slicing and dicing that isn't relevant to your core marketing objective. |
Compton, Tony |
|
Jul 1, 2009 |
1364 |
| The retentive power of relationship selling. |
Triplet, Ted |
|
Jul 1, 2009 |
533 |
| Lessons relearned during the recent unpleasantness. |
Motley, I. Biff |
|
Jul 1, 2009 |
558 |
| Competing for customers: data management and business analytic practices help carriers develop insight into their customer base. |
Saporito, Patricia |
|
Jun 1, 2009 |
515 |
| Forget the economy, remember the customer. |
Francis, Christopher |
|
May 11, 2009 |
391 |
| New problems, new CRM solutions. |
Giardina, Annette |
|
May 1, 2009 |
1065 |
| Reach out to customers during a time of economic uncertainty. |
|
|
Apr 1, 2009 |
744 |
| Shifting from mass marketing to one-to-one marketing. |
Dawson, Ken |
|
Apr 1, 2009 |
877 |
| Cheap eats doing well: experts offer survival tips for restaurants. |
Lewis, Connie |
|
Mar 9, 2009 |
713 |
| Recession - Facing The Challenge. |
|
|
Mar 5, 2009 |
4987 |
| Making the best of bad times: in an economic downturn, insurance carriers can help solve customers' problems so they're ready to compete in the next upturn. |
Pozzi, Steven R. |
|
Mar 1, 2009 |
503 |
| Is your brand synchronized with today's market trends? |
Motley, L. Biff |
Column |
Mar 1, 2009 |
569 |
| Study shows companies need new strategic metrics. |
Campbell, Susan J. |
|
Mar 1, 2009 |
345 |
| Best-in-Class companies optimize marketing across multiple channels. |
Campbell, Susan J. |
|
Mar 1, 2009 |
330 |
| Lessons from the ice storm. |
Bourque, Ron |
|
Feb 13, 2009 |
765 |
| Turbocharging efficiency: high-end-auto detailer uses customer relationship management to cut costs, boost business. |
Donaldson, Sonya A. |
|
Feb 1, 2009 |
515 |
| Top tips to build and keep customer loyalty with CRM. |
Read, Brendan |
Company overview |
Feb 1, 2009 |
2219 |
| Your Roots Are Showing; It's not enough to tell people you've changed. Brands such as KFC and Wal-Mart may encounter a credibility gap between what they say and what they do. |
McEwen, William J. |
|
Jan 28, 2009 |
1215 |
| Best practices in multi-sourcing: the choices are dizzying, and challenging. Here's how to make them without heartache. |
Dawson, Keith |
|
Jan 1, 2009 |
919 |
| What are some common best practices for post-call satisfaction surveys? |
Passios, Tim |
|
Dec 1, 2008 |
779 |
| Dealing With Financially Distressed Purchasers Of Goods. |
|
|
Nov 26, 2008 |
1993 |
| HumanSigma Rule #1; Organizations cana[euro][TM]t measure and manage employee and customer experiences as separate entities. |
Ott, Bryant |
|
Nov 13, 2008 |
2246 |
| Disaster Or Opportunity? Intellectual Property Considerations At A Critical Juncture. |
|
|
Oct 17, 2008 |
600 |
| Telling a story with coffee: have you ever looked at something that you were about to eat or drink, in all its fancy hermetic packaging and bright colored logos, and thought to yourself "I wonder where this came from?" If you have, you are on the verge of, or already have, joined a small, but quickly growing segment of people who are looking for more out of the products they spend their money on than pure sustenance. |
Beattie, Phillip |
Column |
Oct 1, 2008 |
1514 |
| My Top Ten. |
B. Read, Brendan |
|
Oct 1, 2008 |
862 |
| 'Relevance' matters for retention. |
Clapp, Bruce |
|
Oct 1, 2008 |
571 |
| In times like these, it's back to the basics. |
Motley, L. Biff |
|
Oct 1, 2008 |
615 |
| Hanging on the telephone: a sure-fire way to alienate customers is to keep them on hold and make them listen to piped music when they call your company. Charles Orton-Jones explains how smarter operators are changing the record. |
Orton-Jones, Charles |
|
Oct 1, 2008 |
1685 |
| Crisis Over: How To Deal With Difficult Or Emotional Clients. |
Harbrow, Amy |
|
Aug 28, 2008 |
833 |
| Four easy steps to scriptwriting success. |
Kiminecz, John |
|
Aug 1, 2008 |
900 |
| BPO Industry: the ride from cost to innovation; What's return on innovation? |
|
|
Aug 1, 2008 |
882 |
| How to build culture around customers; in association with RBS View from the Bridges. |
|
|
Jul 2, 2008 |
370 |
| Run, don't walk away. |
Siebert, Mark; Huszka, Theresa |
|
Jul 1, 2008 |
1701 |
| 51 reasons why CRM is like sex. |
Sims, David |
Editorial |
Jul 1, 2008 |
908 |
| The right way to keep your customers. |
|
|
Jun 23, 2008 |
348 |
| A new twist to information audits: develop competitive intelligence to include internal research of what staff and customers are saying. |
Latham, John R. |
|
Jun 1, 2008 |
745 |
| Recovering from an embarrassing interaction. |
Passios, Tim |
|
May 1, 2008 |
827 |
| Giving the appropriate response. |
Passios, Tim |
|
Apr 1, 2008 |
780 |
| Concierge at your service. |
McClure, Ann |
Brief article |
Mar 1, 2008 |
172 |
| Irate customers and how to handle them. |
Passios, Tim |
|
Mar 1, 2008 |
797 |
| Customer profitability: Liz Murby introduces a method to help companies extract the most value possible from consumers: the customer profitability management cycle. |
Murby, Liz |
|
Feb 1, 2008 |
1360 |
| Building customer relationships--getting to "yes". |
Hall, Robert |
|
Jan 1, 2008 |
811 |
| How to win the hand of lab-outreach clients. |
Francis, Peter T. |
|
Jan 1, 2008 |
2223 |
| The keys to successful integration for outsourced service providers: a Pervasive software white paper. |
|
|
Jan 1, 2008 |
2383 |
| Five New Rules for Management; Lessons from some of the world's best companies. |
Fleming, John H.; Asplund, Jim |
Excerpt |
Oct 11, 2007 |
883 |
| Guys with gears loose. |
|
|
Sep 1, 2007 |
1157 |
| Flexible Contracting: Preserving The Ability To Engage In Multi-Process Outsourcing Transactions. |
|
|
Aug 24, 2007 |
2572 |
| Keep difficult customers happy: to deal with challenging customer situations, the service provider must first stop labelling their customers as "difficult". If not, the self-fulfilling prophecy will kick in and the service provider will perceive that the customer is behaving as such. |
Bin, Johnson Ong Chee |
Column |
Aug 1, 2007 |
637 |
| Show Them Some Love; Too many marketers fail to recognize that relationships are reciprocal. If you don't give, you won't get. |
McEwen, William J. |
|
Apr 12, 2007 |
1275 |
| Best method to handle irate customers is the 'great' method. |
Albrecht, Steve |
|
Mar 12, 2007 |
413 |
| Hat trick: retaining customers, finding growth and achieving attractive returns are not easy in today's mature financial markets, but a handful of companies are doing all three. |
McNees, Donald E. |
|
Feb 1, 2007 |
682 |
| Capitalize on expertise: learn how to make the most of your valuable knowledge and advice when interacting with customers. |
Kruger, Jennifer Barr |
|
Dec 1, 2006 |
1894 |
| How to fire those bottom-ranked clients. |
Parrish, Bill |
|
Dec 1, 2006 |
536 |
| Putting the 'customer' back in 'customer service'. |
Willax, Paul |
|
Nov 24, 2006 |
737 |
| 10 Traits highly successful baristas: There are potentially great baristas on every corner. The brand coaches share the winning formula of a successful barista that can turn your business into a noteworthy brand. |
LaFlamme, Lon; Morris, David J. |
|
Jun 20, 2006 |
1069 |
| Taking steps to ensure CRM data security. |
Seitz, Ken |
|
May 1, 2006 |
2060 |
| How "real time" is revolutionizing the contact center: the essential role of real-time analytics, reporting, scheduling and training. |
Botz, Patrick |
|
Apr 1, 2006 |
1264 |
| West Interactive: maximize the value of every customer interaction. |
Tehrani, Nadji |
Interview |
Feb 1, 2006 |
3391 |
| What do customers really want? Providers must sort out two sets of demands when adopting new technologies. |
Oss, Monica E. |
|
Jan 1, 2006 |
798 |
| Cultivate the trust factor with clients. |
|
|
Nov 14, 2005 |
544 |
| Using customer analytics to improve cross-selling and upselling. |
Kaiser, John |
|
Nov 1, 2005 |
2157 |
| The missing link in people strategies. |
Cooper, Kit |
|
Nov 1, 2005 |
1684 |
| Getting close to the customer. |
|
|
Oct 1, 2005 |
1662 |
| Relationship marketing. |
|
|
Oct 1, 2005 |
949 |
| Cross-pollinating customer service across all channels. |
Tobin, Tom |
|
Aug 1, 2005 |
1940 |
| Keeping customers is as crucial as getting them. |
Charleston, Sheryl |
|
Jul 11, 2005 |
394 |
| Knowing when to fire a problem client. |
Fackler, Mark |
|
Jun 13, 2005 |
395 |
| Distilling customer data. |
|
|
Jun 10, 2005 |
482 |
| Make sure to manage special events for clients. |
Revel, Annie |
|
Jun 6, 2005 |
348 |
| Taking CRM to the next level ... Making your customer care profitable. |
Tehrani, Nadji |
Editorial |
Jun 1, 2005 |
2688 |
| The next step in the evolution of customer care: the customer interaction network. |
Proctor, Don |
|
Jun 1, 2005 |
2230 |
| Six steps to successful CRM-CTI deployment. |
Beshansky, Judie |
|
May 1, 2005 |
2021 |
| Select the right speech application for your business. |
|
|
May 1, 2005 |
668 |
| Make clients feel important. |
Ryder, Trey |
|
Apr 1, 2005 |
421 |
| The new paradigm for market dominance: for VoIP technology, teleservices & CRM ... |
Tehrani, Nadji |
Editorial |
Mar 1, 2005 |
1648 |
| Best practice CRM strategies: after a period of focusing on cost cutting to increase bottom line profits, growing revenue is firmly back on the agenda of most financial organisations. While controlling costs will remain important, ultimately, long-term, sustainable shareholder value comes from revenue growth. |
Bognar, Dan |
|
Feb 15, 2005 |
626 |
| New rules for better customer relationships. |
Trefler, Alan |
|
Feb 1, 2005 |
1217 |
| Pay attention to customer experiences. |
Hasan, Syed |
|
Feb 1, 2005 |
1420 |
| Personal preference: live agent or virtual agent? |
Schelmetic, Tracey E. |
Editorial |
Feb 1, 2005 |
407 |
| Blogs and CRM: managing the new ways to speak to donors. |
Baler, Michael |
|
Jan 15, 2005 |
1310 |
| 2005: the year of the hosted solutions. |
Tehrani, Rich |
Column |
Jan 1, 2005 |
1667 |
| Bolstering customer service through service resolution management. |
Kelly, Brian |
|
Jan 1, 2005 |
1532 |
| Educating the next generation. |
Searcy, Tim |
Column |
Jan 1, 2005 |
791 |
| Hosted CRM for the contact center. |
Sharma, Meenakshi |
|
Jan 1, 2005 |
1687 |
| What you didn't know you could do with your business data: using business-to-business predictive modeling to your advantage. |
Rowland, Jan |
|
Nov 1, 2004 |
2246 |
| Latest trends and best practices in speech applications. |
Martin, Azita |
|
Nov 1, 2004 |
1863 |
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