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CustomerThink
Editor’s Pick
Engagement
Digital Marketing
Sales Performance
Service and Support
Social Business
Experience
Customer Journey
Customer Loyalty
Customer Strategy
Omnichannel
Personalization
Voice of Customer
Technology
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Customer Analytics
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Page 84
Article
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The Recipe for Integrating Contact Points? A Dash of Technology and Loads of People and Processes
Olga Botero
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June 11, 2006
OEMs and Partners Need to Learn to Share Ownership of Their Customer
Silvana Buljan
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June 11, 2006
What Should You Do When You Get an “Aha!” From Focus Groups?
Bob Kaden
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June 4, 2006
One Cup of Coffee, 20 Experiences: Take a Tip From Starbucks
Sampson Lee
-
June 4, 2006
One Sales “Moment of Truth” You Want to Avoid Is a Hang-Up
Geary Broadnax
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June 4, 2006
What’s So Hard About Customer Service?
Jim Barnes
-
May 21, 2006
Empower Your Self-Service With Knowledge, Guidance and Personalization
Vikas Nehru
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May 21, 2006
Serve Customer Service in China With a little “Geert” on the Side
Simon Kriss
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May 21, 2006
Hofstede’s Five Cultural Dimensions
Simon Kriss
-
May 21, 2006
There’s an Art to Good Self-Service
Betsy Wood
-
May 15, 2006
Can Good Process Support Bad Service?
Dick Lee
-
May 14, 2006
Think of Customer Service Automation as a Means of Improving the Customer’s Experience
Jason Heklc
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May 14, 2006
North American Contact Center Outsourcers Wake Up
Donna Fluss
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May 7, 2006
Taking Customer Contact Offshore: Know What and When to Export
Bill Price
-
May 7, 2006
Self-Service in Retail Can Work, if You Do It Right
Barbara Poole
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May 7, 2006
Who Says Government Doesn’t Benefit From CRM?
Mei Lin Fung
-
April 30, 2006
There’s a Key to Slowing Customer Service Rep Attrition
Ben Stephens
-
April 30, 2006
Move Agents Into Their Homes for a Double-Win
Bill Price
-
April 30, 2006
Tying Employee Compensation to Customer Feedback: It Really Works!
Jeff Marr
-
April 23, 2006
Service Organizations Need to Understand the Numbers
Greg Coleman
-
April 23, 2006
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