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How Do You Value a Free Customer?
(a new look at determining customer value)
Harvard B-School Working Knowledge
Posted:
March 8, 2007
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Customer Service Champs
(ratings of top companies)
BusinessWeek
Posted:
February 23, 2007
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Serving the Customer
(how e-tailers address customer service)
Internet Retailer
Posted:
February 2, 2007
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Not Fade Away
(working to keep customers loyal)
CRM Magazine
Posted:
February 2, 2007
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Customers Want Flexible Return Policies
CRM Buyer
Posted:
January 9, 2007
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This Call Is Being Recorded
(recording call center agents)
Multichannel Merchant
Posted:
December 8, 2006
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The New World of Sophistication
(what to expect from CRM technologies in 2007)
destination CRM
Posted:
December 8, 2006
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Going End-To-End with CRM
(basic elements for successful CRM)
CRM Daily
Posted:
November 29, 2006
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Customer Loyalty Dos and Don'ts
CRM Buyer
Posted:
November 10, 2006
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Harnessing "Marquee Customers"
BusinessWeek
Posted:
November 10, 2006
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Good Customer Service Costs Money; Some Expenses Are Worth It, and Some Aren't
Wall Street Journal (via Pittsburgh Post-Gazette)
Posted:
October 31, 2006
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The Customer Service Model of the Future
(reasons for good customer service)
Human Resource Planning (via ECommerce Times)
Posted:
October 24, 2006
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Can We Talk?
(more companies using online chat for customer service)
Internet Retailers
Posted:
October 20, 2006
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Netflix Offers $1 Million For a Better Review
(contest to improve movie recommendation system)
New York Times (via CNET News.com)
Posted:
October 3, 2006
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2006 Customer First Awards
(tops in customer service)
FastCompany
Posted:
September 15, 2006
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How Much Is Your Customers' Trust Worth?
(the cost of stolen customer data)
destination CRM
Posted:
September 1, 2006
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In Trend Toward Vanity Food, It's Getting Personal
(personalizing food labels)
USA Today
Posted:
August 9, 2006
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Restaurant Kiosk Use Approaching a Tipping Point
Kiosk Marketplace
Posted:
August 4, 2006
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Ruthless Focus on Customer Experience
(getting the entire company involved in customers)
CRM Daily
Posted:
July 25, 2006
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For Your Eyes Only
(promotion only viewable by current customers)
BusinessWeek
Posted:
July 21, 2006
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