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Service and Support

You Have To Be Agile: How Technology Is Changing Your Approach to Customers

Peter Callaghan -

“Chat” Is Not a Strategy: Don’t Just Adopt New Technology; Adapt to It

Cindy Curtin -

Have CRM Vendors Ever Heard of Customer-Centricity? (What I Learned When Buying CRM Software)

Bonnie Buchanan -

The CRM Investment Primer: How Do You Make the Right Technology Investment In CRM?

Mei Lin Fung -

A Paradigm Shift in Your Call Center Can Realize Real Revenue

Debbie Qaqish -

Before You Sell, Satisfy the Existing Customers

Richard Brimble -

Sales and Service: It’s Time for a Merger

Denis Pombriant -

A Simple Retention Program: Educate Your Contact Reps

Jim Novo -

“Dear Email Customer, Drop Dead”? Here’s How You Soothe Angry Customers by Email

Tom Marquez -

Forget Satisfaction, Learn What’s Vital to Customers

Nick Wreden -

Don’t Let Marketing Own the Contact Center

Donna Fluss -

CRM Fear Factor: When Is It OK To Say No to a Customer?

Silvana Buljan -

Mobile Phone Operator? You’re It!

Gwynne Young -

Give Computers the Gift of Gab

Tricia Schneider -

Self-Service and Consultative Goods: Some Things Can’t Be Bought Online; They Must Be Sold

Gregg Freishtat -

Make Sure Your Solution Is Self-Service and Not Self Serving

Bob Tatemichi -

Don’t Let Self-Service Push Your Customers Away: Why You Should Consider Transaction-Based Solutions

Andy Holcombe -

A Single-Channel Policy Won’t Work

Betsy Wood -

Don’t Blow the Negotiations With Your Outsource Firm

Danny Ertel -

Select Service Providers With Listening in Mind

Bill Price -
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