Gwynne Young

CEO Compensation: Heck of a Job. Take These Millions and Get Out of Here!

When I put out the call for articles about performance management, several authors responded with opinions about how best to manage employees. But so...

Do You Have Change for a Twenty? In the Age of the ATM, Too...

Does your ATM give out anything but $20 bills? Mine doesn't. Yet everywhere I go, I encounter people in the business of taking money...

What’s the Difference Between CRM and CEM? A Heck of a Lot, Some Say

When Starbucks creates a home away from home for people to meet, drink, be seen and compute, is it customer relationship management? When video...

How Can a Customer-Centric Auto Mechanic Achieve Profitable Growth?

In this inaugural edition of Gurus on the Case, an automotive service/repair shop owner seeks help to grow his customer-centric business more profitably. Read...

RBC Finds a Customer-First Strategy Builds Loyalty and Profit

The typical thinking with banking is that you want to get rid of the bottom-feeders: older customers whose assets will not appreciate and younger...

How Intrawest Used CRM To Build a Brand

An odd thing happened to a woman who had bought property in a British Columbia ski resort. No one tried to market her on...

Solution Providers Honored With 1st CRMGuru Summit Awards

When it comes to CRM solutions, customers, more than anything, want a product that works for them, simply, easily and for the bulk of...

Erase Dumb Contacts, Melt Snowballs and Enhance the Voice of the Customer

The best way to approach customer contact is to work to eliminate the need for contact at all. That was the message from Bill...

You Know You Don’t Have a Customer-Centric Strategy When …

Customer-centricity. Loyalty. Blah blah blah. Let's face it, when it comes down to it, if you're an executive worth your salt, you know the...

Mobile Phone Operator? You’re It!

Mobile phone use in Great Britain is becoming something of a game, according to a study commissioned by a major call-center software provider. The...

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