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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
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Personalization
Voice of Customer
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Contact Center
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Innovation
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Page 92
Article
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“Chat” Is Not a Strategy: Don’t Just Adopt New Technology; Adapt to It
Cindy Curtin
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June 13, 2005
Have CRM Vendors Ever Heard of Customer-Centricity? (What I Learned When Buying CRM Software)
Bonnie Buchanan
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June 6, 2005
The CRM Investment Primer: How Do You Make the Right Technology Investment In CRM?
Mei Lin Fung
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June 6, 2005
Measure the Application’s Performance Against Your Key Objectives
Jeff Kostermans
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June 6, 2005
CRM Technology: Who’s Automating Your Sales Force?
Mark Concannon
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June 6, 2005
How’s the CRM Industry Doing? Not Too Bad (But Don’t Stop Checking Its Pulse)
Bob Thompson
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June 4, 2005
What You Shouldn’t Have Is a Failure To Communicate
Paul Greenberg
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June 2, 2005
Before You Sell, Satisfy the Existing Customers
Richard Brimble
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May 23, 2005
Sales and Service: It’s Time for a Merger
Denis Pombriant
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May 23, 2005
A Simple Retention Program: Educate Your Contact Reps
Jim Novo
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May 23, 2005
A Paradigm Shift in Your Call Center Can Realize Real Revenue
Debbie Qaqish
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May 23, 2005
The Power of One: How Wells Fargo Builds Loyalty With Frontline Service
Bob Thompson
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May 16, 2005
All About Me? Not: How Some Online Reward Programs Belie Technology’s Promise
Howard Schneider
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May 16, 2005
“Dear Email Customer, Drop Dead”? Here’s How You Soothe Angry Customers by Email
Tom Marquez
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May 16, 2005
Improve Relationships Through Improving “Touchpoints”
Hank Brigman
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May 16, 2005
Forget Satisfaction, Learn What’s Vital to Customers
Nick Wreden
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May 16, 2005
Don’t Let Marketing Own the Contact Center
Donna Fluss
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May 16, 2005
CRM Fear Factor: When Is It OK To Say No to a Customer?
Silvana Buljan
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May 16, 2005
Should the Focus Be on Customers’ Experience or Loyalty?
Jeff Marr
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May 16, 2005
Mobile Phone Operator? You’re It!
Gwynne Young
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May 16, 2005
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