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Thought Leadership Articles

The CRM Value Chain – an Overview

By Francis Buttle, Julie Jones, Merlin Stone Customer relationship management (CRM) has been around for over thirty years, but there’s still widespread misunderstanding about what...

How to Get Into Your Buyer’s Mind to Influence Purchase Decisions

A lot of people think that the impulse to buy something, to press that checkout button, is instinctive. It's a quick, almost subconscious response...

The Payoff of Communicating Risk to Customers

Many customer relationships involve the potential risk of encountering problems that the customer does not fully understand. In many cases, the customer does not...

Five Years of Customer Experience Reflections. Five Strategies to Consider for 2023

I published my first thought piece on CustomerThink.com back in April 2017, over 5 years ago. I was lucky enough to be asked to...

Think Tank Discussions

Frontier Airlines: In a Digital Age, Is a No-Phone Customer Experience Model a Step Too Far?

The cost-cutting potential of going digital-only will always draw the attention of business leaders. Should traditional channels be condemned to the history books?

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