Nick Wreden

This Year, Strategy Will Finally Have Its Day in the Sun

For years, advocates have focused on getting CRM used in large organizations by making it useful in customer data capture. That effort will continue...

Contact Center Profitability Depends on Customer Profitability

If you want to know what your contact center and sales personnel are worth, you first should know what your customers are worth. A lot...

Forget Satisfaction, Learn What’s Vital to Customers

Although the goal of satisfied customers is all well and good, it misses the point in any strategic branding effort for three reasons. First, "satisfaction"...

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