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American Customer Satisfaction Index
Offered by the National Quality Research Center at the University of Michigan this regularly updated report presents customer satisfaction scores for more than 200 companies in 43 industry.
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CallCenterOps
The resources on this site include, among other things, a call center glossary, job postings, articles and listings of upcoming industry events.
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ContactCenterWorld.com
An extensive site with many resources including articles, case studies, an Ask the Expert section, job information and much more. Unfortunately, while newer material is available to users at the limited access registration level (free), accessing material on the majority of the site requires a fee that can get expensive.
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CRM Daily
While a little on the promotional side, this site continually offers good articles on numerous customer relationship topics from both a technical and managerial perspective.
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Customer Lifetime Value Calculator
Downloadable Excel spreadsheet that can be used as a basic guide for determining customer lifetime value applicable to many industries. In addition to use by marketing practitioners, instructors in marketing strategy or customer relationship management may also find value in using this with students.
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CustomerThink
Information site with many articles and company provided white papers including CRM case studies. However, must be a member (free) to access the good stuff.
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destinationCRM
This site operated by the publishers of CRM Magazine offers a number of CRM resources including white papers, archived articles from past issues and a library featuring reports from other sources.
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International Customer Management Institute
Site has several features focusing on customer service issues including articles and podcasts.
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IT Toolbox CRM
Portal broken into a number of categories related to CRM and containing articles, links to vendor white papers and discussion groups.
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Self Service and Kiosk Association
Trade organization site with news, articles, company listings and other helpful resources.
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Self Service World
This trade magazine site focuses on kiosks and contains good articles, industry directories, kiosk research, industry awards and more.
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TechRepublic - Customer Management
A large selection of vendor supplied white papers, case studies and other materials that cover numerous technical and business considerations for CRM. Accessing some materials requires registration (free) and the search feature is somewhat limited. Also, be warned that some of this material is pretty technical.
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Telemarketing - FTC
The US Federal Trade Commission offers several how-to articles for businesses and consumers including rules for selling via telemarketing.
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