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Title	Date	Author	Views	Comments
Social Media and Operations	2010-09-07	rickmans	611	0
Why Do Customers Defect and What Can We Do About It?	2010-09-05	girishscb	1112	1
If Service Were a Hymn -- Four Tenets for Delivering Remarkable Customer Service	2010-09-03	Chip Bell	568	0
Using Customer-Driven Marketing to Act Like the Corner Store	2010-08-18	Larry Mosiman	1924	0
Is Your Customer Experience Breaking Down? Four Steps Will Fix It	2010-08-17	Justin Schuster	1205	0
Bold Brands: How to be Brave in Business and Win	2010-08-13	Shaun_Smith	1335	1
Three Key Qualities of Exceptional Leaders	2010-08-03	alison_bond	797	0
Strategies for Profitable Customer Acquisition in Banks	2010-07-13	girishscb	2073	0
The Strategic Marketing Case for Customer Advocacy Measurement	2010-07-02	michael_lowenstein	2416	2
Redesigning Customer Process Requires Cross-Functional Teams... Including HR	2010-05-22	dick_lee	3067	2
The Sales Force of the Future: A Source of Business Advantage for You and Your Customers	2010-05-21	jeff_thull	2890	2
Turning Customer Satisfaction into Bottom-Line Business Results	2010-05-06	Justin Schuster	3763	1
How to Increase Banking Customer Profitability: Segmentation and Timing of Products and Services	2010-05-06	girishscb	3296	1
Making Customer Care "Millennial-Ready" With Multilingual Self-Service	2010-04-22	sviswanathan	3653	1
Avoiding Three Common Potholes on the Road to CRM Success	2010-04-21	yacovwrocherinsky	4039	1
The 8 Drivers of Executive Decision-Making	2010-04-20	Nicholas Read	3764	0
Five Key Ingredients in the Recipe for Customer Experience Success	2010-03-31	jaimescott	3911	0
How to Create a Service Edge	2010-03-17	Chip Bell	4752	2
Effective Conversational Marketing	2010-02-22	braden_kelley	4741	2
To Help Salespeople Sell More, Focus on CRM User Adoption	2010-02-16	Jason Rushforth	5038	3
Voice Self-Service is Essential for Achieving Top 2010 Enterprise and Contact Center Goals	2010-02-08	donna_fluss	4608	0
Yes, Virginia, There Is A Return On Customer Experience Investments	2010-02-07	JPicoult	11192	12
Marketing Risk Management: Seeing Around the Corner for Improved Performance	2010-02-04	tommanning	5398	1
Predictive Analytics: How Banks Use Customer Data to See the Future	2010-02-03	girishscb	5524	0
Creating "Freestyle" Customer Service Experiences	2010-02-01	Chip Bell	4811	0
Are We Gulping Social Media Kool-Aid?	2010-02-01	dick_lee	4655	3
2010 Technology Trends in the BPO World	2010-01-26	cjkline	6691	2
Earning Your Customers' Rave: Make These 5 Decisions, And Customers Will Grow Your Business For You	2010-01-08	jeanne_bliss	4785	2
From Social Media to Social Business	2010-01-07	christophercarfi	5007	1
Cross Selling at Banks: Adopting the Right Strategy for a Healthy Bottom Line	2010-01-07	girishscb	8013	4
BSkyB v. EDS: The $1.6 Billion Legal Case That Will Change CRM Forever	2009-12-23	francis_buttle	6323	3
Build Loyalty After the Sale with Customer-Driven Support Channels and Languages	2009-12-21	mtapling	5051	0
An Intelligent Approach to Customer Communications: How to Leverage TransPromo Successfully	2009-12-21	lohagan	5344	0
Use Peer-to-Peer Support Channels to Improve Customer Experience	2009-12-15	tobyrichards	4991	1
Next-Generation Research and Analytics: Creating Actionable Insights Across the Organization	2009-12-15	JayVen	5642	0
Why Your Affinity Program Might Be Falling Short	2009-12-15	Chip Bell	5470	0
The Top Eight Customer Management Trends For 2010	2009-12-14	william_band	9286	6
The Manifesto for BAM!-Good Customer Service	2009-12-12	bjmoltz	5392	0
Sharpen Your Axe: 10 Tips to Unleash Your CRM and Email Marketing	2009-12-03	Richspitz	5716	0
Taming the Command and Control "Monster" to Deliver Value, not Just Activities	2009-11-27	alison_bond	5763	0
Managing Relationships with Patient Advocacy Groups	2009-11-20	francis_buttle	6063	0
"Back Office CRM" is Critical for Complex Sales Processes	2009-11-13	jorgedefreitas	5856	0
Three Steps to Building Effective Client Processes	2009-11-11	amy@autodemo.com	5038	0
Dangers of Dumbing Down Customer Research	2009-11-06	jim_barnes	5246	3
Customer Intelligence for Sales, Marketing and CRM using Blogs	2009-11-06	vandana_ahuja	5794	3
Top 10 Reasons Why Address Quality Matters	2009-10-31	mcpartlin	5328	1
How to Adapt and Thrive in the New Normal for Business	2009-10-30	john_todor	5986	0
Integrating Text Mining with NPS: The Story Behind the Score at Sage Software	2009-10-23	hal	6383	1
CPR for Healthcare: CRM Can Aid Pharma Marketing and Disease Management	2009-10-16	Larry Mosiman	7048	0
How to Conquer the Loyalty Threat: Three Remedies for Search-and-Switch Customers	2009-10-09	jill_griffin	5179	1

MarketPlace

Customer Feedback Innovation: Integrating Structured and Unstructured Data to Drive Customer Satisfaction Improvements

[Sept. 9, 10-11 a.m. PDT] Instead of the multiple disparate approaches of the past, companies can now analyze and report on multiple surveys, using structured and unstructured data simultaneously. Learn how Nicor improved customer experience and raised satisfaction scores by leveraging customer insights along with the right strategies and action planning.

eMetrics Marketing Optimization Summit

[Oct. 3-7, Washington, D.C.] Marketing executives, managers, and business intelligence experts have been meeting at the eMetrics Marketing Optimization Summit since 2002 to learn how to increase their return on online investments. The international conference series is recognized as the premier event for optimizing online marketing value.

Customer Experience Management (CEM) Certification Program

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Sales Edge Summit: Engaging Customer 2.0

[Oct. 5-7, 9 a.m. - 12 p.m. PDT daily] This virtual Summit features thought leaders from the Founders Council of CustomerThink's SalesEdgeOne community. Learn how to sell more to buyers empowered by the Social Web. Engage with sales experts in nine interactive sessions covering sales strategy, processes and collaboration. All attendees eligible to win an iPad!

Global Customer Experience Management Certification Program

[Oct. 6-7, Barcelona] Learn cutting-edge CEM methods from a team of international gurus. This 2-day course applies CEM essentials, strategies and methodologies on Marketing, Sales and Services; provides a framework with relevant guiding principles and tools for designing the best experience to your customers.

Canada's Customer Experience Strategy Forum

[Oct. 18, Toronto] Complete strategic framework, practical ideas and case studies from Canada Post and Capital One. Come learn from the professionals who delivered measurable results. Network with professionals, learn the secrets, get templates and checklists. Limited seating, so register today!

Lessons in Loyalty: How Southwest Airlines Does It - An Insider's Point of View

Southwest Airlines recognized long ago that they were in the customer service industry, they just happened to fly airplanes. They built and maintained one of the most faithful customer bases in existence today. Read this white paper to discover how to boost the level of customer loyalty in your organization.

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