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 for years. However, in 2006, other trends will emerge from current technological, marketing and management shadows to put the spotlight...

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 of companies struggle with the issue of compensation for three reasons. First, they seek to maximize firm profitability, which at...

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" is too fuzzy to serve as a meaningful benchmark. Definitions of satisfaction will vary from customer to customer, or even...

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