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Not All Customers Are Alike: How ING Retooled Its Metrics and Doubled Its Conversion Rate

Laura Patterson -

How Dell Changed Its Online Reputation

John Todor -

PLEASE Buy From Me! The New Ann Taylor Shopping Experience

Andrew Rudin -

Invasion of the Loyalty Cards

Robert Howard -

Myth No. 5: CRM Software Equals a Customer Experience Solution

Robert Howard -

Myth No. 4: A Centralized Customer Database Provides a 360-Degree View of the Customer

Robert Howard -

Myth No. 3: Each Channel Should Have a Unique Customer Experience

Robert Howard -

Myth No. 2: Customer Experience Is Just a New Term for Customer Service

Robert Howard -

Five Customer Experience Management Myths

Robert Howard -

How Advanced Is Your CRM Performance Measurement?

Graham Hill -

Customer-Centered Lessons From the End of the World

Phil Dourado -

Figure Out Why Customers Stay?and Why Some Don’t

Dick Lee -

When Should You Appoint a Chief Customer Officer?

Graham Hill -

38 CRM Metrics to Keep Your Organization on Track

William Band -

Have You Had Your “Mac Moment,” Yet?

Kelly Roy -

The Winner’s Curse: Sometimes It’s Better to Lose a Sale

Andrew Rudin -

As Enron Shows, Tying Everything to Profit Is Not the Way to Grow a Business

Alison Bond -

The Bank That Changed Its Customer’s Password

Phil Dourado -

Is 99.9% Good Enough?

Alan See -

Fun With Web Analytics: How Could You Measure a Paperback Book?

Akin Arikan -
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