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Perkonomics
(enhancing customer value through perks)
Trendwatching
Posted:
October 2, 2008
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Making the Most Of Customer Complaints
Wall Street Journal
Posted:
September 25, 2008
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Where Customers Go to Praise (or Bash) You
(online site for customer venting)
BusinessWeek
Posted:
August 16, 2008
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Best Buy Kiosks Aim to Snag Customers on the Fly
(retailer expands into kiosks)
ECommerce Times
Posted:
August 16, 2008
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10 Ways to Lose Customers and Alienate People
CRM Buyer
Posted:
August 1, 2008
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Customer Feedback: Mind if I Ask You a Few Questions?
(the value of talking to customers)
CRM Buyer
Posted:
July 26, 2008
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T-Mobile Fires Customers Over Excessive Roaming
EcommerceTimes
Posted:
June 25, 2008
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Humanizing the Online Customer Experience
(improving online customer service)
CRM Buyer
Posted:
June 25, 2008
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Kiosks Bring Increased Efficiency and Sales to Supermarket Delis
Stores Magazine
Posted:
April 13, 2008
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Making the Most of Customer Service
CRM Daily
Posted:
April 11, 2008
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Thousands of Posts Flood Starbucks Site
(offering customers the opportunity to suggest changes)
San Francisco Chronicle
Posted:
April 9, 2008
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What's CRM?
(basic startup information on CRM)
SmartMoney
Posted:
April 2, 2008
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The Rise of the Stochastic Model (What’s That?)
(method for predicting customers)
Multichannel Merchant
Posted:
March 18, 2008
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10 Tips For Employing Live Chat Profitably
Internet Retailer
Posted:
February 29, 2008
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CRM Gets Serious
(evolution of CRM)
CRM Magazine
Posted:
February 8, 2008
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Putting Customers First
(advice for managing customers)
Sales & Marketing Management
Posted:
January 25, 2008
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Brand Loyalty Goes Global
(building customer value around the globe)
Sales & Marketing Management
Posted:
January 25, 2008
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Why Firing Your Worst Customers Isn't Such a Great Idea
Knowledge @ Wharton
Posted:
December 14, 2007
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Self-Service Allows Consumers to Pile Up the Goods, Avoid Dealing With People
(growth of self check-out)
Pittsburgh Post-Gazette
Posted:
November 20, 2007
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How To Crash The Consumer-Controlled Party
(using customer input to build value - PDF format)
AllAboutBranding
Posted:
November 6, 2007
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