Articles in all categories http://www.customerthink.com/all_articles/%2A All Articles en Fasten Your Seat Belts. Cloud Computing Will Change the Way You Do Business http://www.customerthink.com/article/cloud_computing_will_change_your_business http://www.customerthink.com/article/cloud_computing_will_change_your_business#comments Technology Popular Topics: Technology Industry Analysis CRM Planning: Technology Industry: High-Tech Products and Systems Mon, 28 Jul 2008 08:00:00 -0500 bob_thompson 200248 at http://www.customerthink.com When a Smart Phone Was Too Smart: Why a Major Telco Bucked the Technology-Buying Paradigm http://www.customerthink.com/article/when_smart_phone_was_too_smart http://www.customerthink.com/article/when_smart_phone_was_too_smart#comments CEO Service Technology CRM Popular Topics: Contact Center Popular Topics: Customer Experience Management CRM Planning: Alignment CRM Planning: Redesign CRM Planning: Technology Industry: Telecommunications Mon, 28 Jul 2008 07:58:00 -0500 natalie_petouhoff 200201 at http://www.customerthink.com Get to Know Joe: Predictive Analytics Can Create Utopia for Your Most Valuable Customers http://www.customerthink.com/article/predictive_analytics_can_create_utopia http://www.customerthink.com/article/predictive_analytics_can_create_utopia#comments CEO Marketing Technology Popular Topics: Customer Intelligence CRM Planning: Technology Industry: Financial Services Mon, 21 Jul 2008 08:00:00 -0500 michele_eggers 199930 at http://www.customerthink.com Arm Your Sales Reps With Knowledge: The Experian SKM Story http://www.customerthink.com/article/arm_your_sales_reps_knowledge_experian_skm http://www.customerthink.com/article/arm_your_sales_reps_knowledge_experian_skm#comments Sales Technology CRM CRM Planning: Strategy CRM Planning: Alignment CRM Planning: Technology Industry: Business, Legal and Services Industry: High-Tech Consulting and Services Mon, 21 Jul 2008 05:00:00 -0500 jim_dickie 199925 at http://www.customerthink.com "Please Enter Your Number. Please Enter Your Number"; Contact Technology Shouldn't Be This Hard http://www.customerthink.com/article/please_enter_number_please_enter_number http://www.customerthink.com/article/please_enter_number_please_enter_number#comments Service Technology CRM Popular Topics: Contact Center Popular Topics: Customer Experience Management Popular Topics: Customer Intelligence Popular Topics: Customer Loyalty Management CRM Planning: Alignment CRM Planning: Redesign CRM Planning: Technology Mon, 14 Jul 2008 08:00:00 -0500 bill_price 199591 at http://www.customerthink.com If Analytics Isn't Your Core Strength, Turn Your Data Over to People Who Can Tell You All About Your Own Customers http://www.customerthink.com/article/turn_analytics_over_experts http://www.customerthink.com/article/turn_analytics_over_experts#comments Marketing Technology CRM Popular Topics: Customer Intelligence CRM Planning: Strategy CRM Planning: Technology Industry: Telecommunications Mon, 14 Jul 2008 07:59:00 -0500 michael_caccavale 199589 at http://www.customerthink.com Technology Needs to Enable, Not Inhibit, Excellent Service http://www.customerthink.com/article/technology_enable_excellent_service http://www.customerthink.com/article/technology_enable_excellent_service#comments CEO Marketing Sales Service Technology CRM Popular Topics: Contact Center Popular Topics: Customer Experience Management Popular Topics: Customer Intelligence Popular Topics: Customer Loyalty Management CRM Planning: Strategy CRM Planning: Alignment CRM Planning: Technology Industry: Financial Services Mon, 7 Jul 2008 08:00:00 -0500 Shaun Smith 199337 at http://www.customerthink.com What Does It Mean When a Customer Stops Buying Pasta Sauce?: EBM Sparks Up Direct Marketing http://www.customerthink.com/article/meaning_customer_stops_buying_pasta_sauce http://www.customerthink.com/article/meaning_customer_stops_buying_pasta_sauce#comments Marketing Technology CRM Popular Topics: Customer Intelligence CRM Planning: Strategy CRM Planning: Technology Industry: Retail Sales Mon, 7 Jul 2008 07:59:00 -0500 dan_smith 199339 at http://www.customerthink.com Manage Your Data Well, and Your Service Contracts Will Increase Your Revenue Stream—and Your Customer Focus http://www.customerthink.com/article/manage_data_well_increase_revenue http://www.customerthink.com/article/manage_data_well_increase_revenue#comments Sales Service Technology CRM Popular Topics: Contact Center Popular Topics: Customer Loyalty Management CRM Planning: Strategy CRM Planning: Technology Industry: Retail Sales Mon, 7 Jul 2008 07:58:00 -0500 scott_herron 199338 at http://www.customerthink.com "The Best Service Is No Service": An Interview With Bill Price http://www.customerthink.com/interview/best_service_no_service http://www.customerthink.com/interview/best_service_no_service#comments CEO Service CRM Mon, 30 Jun 2008 08:00:00 -0500 bill_price 199111 at http://www.customerthink.com Sales Technology Should Help Customers Help Their Customers http://www.customerthink.com/article/sales_technology_customers_help_customers http://www.customerthink.com/article/sales_technology_customers_help_customers#comments Sales Technology CRM Popular Topics: Customer Intelligence Popular Topics: Customer Loyalty Management CRM Planning: Strategy CRM Planning: Technology Industry: Retail Sales Mon, 30 Jun 2008 07:59:00 -0500 azell 199041 at http://www.customerthink.com Have the Customer at the Heart of What You Do and Your Business Will Benefit http://www.customerthink.com/article/customer_heart_what_you_do_benefit http://www.customerthink.com/article/customer_heart_what_you_do_benefit#comments CEO Marketing Service CRM Popular Topics: Contact Center Popular Topics: Performance Management CRM Planning: Strategy CRM Planning: Metrics Mon, 23 Jun 2008 08:00:00 -0500 alison_bond 198680 at http://www.customerthink.com Spinning Straw Into Gold: Turn Customer Feedback Into Business Success http://www.customerthink.com/article/spinning_straw_gold_turn_customer_feedback http://www.customerthink.com/article/spinning_straw_gold_turn_customer_feedback#comments Marketing Sales Service Technology CRM Popular Topics: Contact Center Popular Topics: Customer Experience Management Popular Topics: Customer Intelligence Popular Topics: Customer Loyalty Management CRM Planning: Strategy CRM Planning: Alignment CRM Planning: Technology Industry: Financial Services Industry: Transportation, Travel and Leisure Mon, 23 Jun 2008 07:59:00 -0500 richard_morrison 198679 at http://www.customerthink.com There's Something Much Better for Small Businesses Than Spreadsheets: Customizable CRM Software http://www.customerthink.com/article/spreadsheet_small_business_customizable http://www.customerthink.com/article/spreadsheet_small_business_customizable#comments Sales Service Technology Enterprise Size: Medium Business Enterprise Size: Small Business Popular Topics: Customer Experience Management Popular Topics: Customer Intelligence CRM Planning: Technology Industry: Telecommunications Mon, 23 Jun 2008 07:58:00 -0500 paul_johnston 198678 at http://www.customerthink.com Your Contact Center Can Bolster Retention, Drive Value and Lower Your Costs—if You'd Just Stop Ignoring It http://www.customerthink.com/article/contact_center_bolster_retention_dont_ignore http://www.customerthink.com/article/contact_center_bolster_retention_dont_ignore#comments CEO Service CRM Popular Topics: Contact Center Popular Topics: Performance Management CRM Planning: Strategy CRM Planning: Metrics CRM Planning: Alignment Mon, 16 Jun 2008 08:00:00 -0500 david_rance 198379 at http://www.customerthink.com Are Customers As Loyal As Puppies? Then Why Do They Often Follow the Salesperson Out the Door? http://www.customerthink.com/article/customers_loyal_puppies_follow_salesperson http://www.customerthink.com/article/customers_loyal_puppies_follow_salesperson#comments Sales CRM Popular Topics: Customer Loyalty Management CRM Planning: Strategy CRM Planning: Alignment Mon, 16 Jun 2008 07:59:00 -0500 chris_stiehl 198375 at http://www.customerthink.com Advisory Boards: Innovation Means Knowing What Your Customers Want http://www.customerthink.com/article/advisory_boards_innovation_know_customers_want http://www.customerthink.com/article/advisory_boards_innovation_know_customers_want#comments Marketing CRM Popular Topics: Customer Experience Management Popular Topics: Customer Intelligence Popular Topics: Voice of Customer CRM Planning: Strategy Industry: High-Tech Products and Systems Mon, 16 Jun 2008 07:58:00 -0500 laura_patterson 198374 at http://www.customerthink.com A Radical Thought: Focus on Your Profitable Customers http://www.customerthink.com/article/radical_thought_focus_profitable_customers http://www.customerthink.com/article/radical_thought_focus_profitable_customers#comments CEO Marketing CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy Mon, 9 Jun 2008 08:00:00 -0500 Shaun Smith 198151 at http://www.customerthink.com The Night the System Played Santa: IT and the Front Office Create Magic for Your Customers When They Work Together http://www.customerthink.com/article/night_system_played_santa_it_front_office http://www.customerthink.com/article/night_system_played_santa_it_front_office#comments Marketing Service Technology Popular Topics: Contact Center Popular Topics: Customer Loyalty Management Popular Topics: Social Web CRM Planning: Alignment CRM Planning: Technology Industry: High-Tech Products and Systems Industry: Telecommunications Mon, 9 Jun 2008 07:59:00 -0500 denis_pombriant 198150 at http://www.customerthink.com What If the Person Building Your Product Met the Customer Who Would Be Buying It? http://www.customerthink.com/article/person_building_met_customer_buying http://www.customerthink.com/article/person_building_met_customer_buying#comments Sales Service CRM Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Alignment Industry: Fast-Moving Consumer Goods Industry: Retail Sales Mon, 9 Jun 2008 07:58:00 -0500 chris_stiehl 198149 at http://www.customerthink.com Make Your Organization Sustainable: Align It to the Benefits Customers Want http://www.customerthink.com/article/make_organization_sustainable_align http://www.customerthink.com/article/make_organization_sustainable_align#comments Marketing Service CRM Popular Topics: Contact Center Popular Topics: Customer Intelligence Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer Industry: Financial Services Mon, 2 Jun 2008 08:00:00 -0500 alison_bond 197591 at http://www.customerthink.com For Your Business To Thrive, Concentrate on All Three Types of Customers http://www.customerthink.com/article/business_thrive_three_customers http://www.customerthink.com/article/business_thrive_three_customers#comments Sales Service CRM CRM Planning: Strategy CRM Planning: Alignment Industry: Retail Sales Mon, 2 Jun 2008 07:59:00 -0500 azell 197588 at http://www.customerthink.com It's Time for "Trickle Up" Economics http://www.customerthink.com/article/its_time_trickle_economics http://www.customerthink.com/article/its_time_trickle_economics#comments CEO CRM Popular Topics: Customer Loyalty Management CRM Planning: Strategy Industry: Financial Services Mon, 2 Jun 2008 07:58:00 -0500 dick_lee 197584 at http://www.customerthink.com "Because I Said So" Doesn't Cut It: Build Bonds With Your Employees to Enhance Your Customer Relationships http://www.customerthink.com/article/because_i_said_so_doesnt_cut_it http://www.customerthink.com/article/because_i_said_so_doesnt_cut_it#comments Service CRM Popular Topics: Contact Center CRM Planning: Alignment Industry: Healthcare Services Mon, 26 May 2008 08:00:00 -0500 bob_furniss 3663 at http://www.customerthink.com Do Your Call Center Workers Like Working There? They Should! http://www.customerthink.com/article/do_call_center_workers_like_working http://www.customerthink.com/article/do_call_center_workers_like_working#comments Service CRM Popular Topics: Contact Center Popular Topics: Customer Loyalty Management CRM Planning: Strategy CRM Planning: Metrics CRM Planning: Alignment Mon, 26 May 2008 07:59:00 -0500 chris_stiehl 3662 at http://www.customerthink.com Transform the Contact Center From a Boiler Room to a Shark Tank for Your Sales Staff http://www.customerthink.com/article/transform_contact_center_shark_tank http://www.customerthink.com/article/transform_contact_center_shark_tank#comments Sales Technology Popular Topics: Contact Center CRM Planning: Strategy CRM Planning: Technology Industry: Advertising / Media / Public Relations Mon, 26 May 2008 07:58:00 -0500 kevin_turner 3664 at http://www.customerthink.com What Else Can You Do for Me? Nothing! http://www.customerthink.com/article/what_else_can_you_do_me http://www.customerthink.com/article/what_else_can_you_do_me#comments CEO Sales Service CRM Popular Topics: Contact Center Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Alignment Industry: Financial Services Mon, 19 May 2008 08:00:00 -0500 chris_stiehl 3615 at http://www.customerthink.com Self-Service Customers Are Choosing Speech Recognition http://www.customerthink.com/article/self_service_customers_are_choosing_speech http://www.customerthink.com/article/self_service_customers_are_choosing_speech#comments Service Technology Popular Topics: Contact Center Popular Topics: Customer Experience Management CRM Planning: Technology Mon, 19 May 2008 07:59:00 -0500 peter_chidiac 3614 at http://www.customerthink.com A Telcom's CRM System Shouldn't Add Static to the Contact Center http://www.customerthink.com/article/dont_add_static_contact_center http://www.customerthink.com/article/dont_add_static_contact_center#comments Marketing Service Technology CRM Popular Topics: Contact Center Popular Topics: Customer Experience Management Popular Topics: Customer Intelligence Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Alignment CRM Planning: Technology Mon, 19 May 2008 07:58:00 -0500 andrew_rudin 3613 at http://www.customerthink.com Get on the Phones and Let Your Customers Tell You What You Don't Know About Your Business http://www.customerthink.com/article/get_phones_customers_learn http://www.customerthink.com/article/get_phones_customers_learn#comments CEO Service CRM Popular Topics: Contact Center Popular Topics: Customer Experience Management Popular Topics: Customer Intelligence Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Alignment Industry: Printing and Publishing Mon, 12 May 2008 08:00:00 -0500 melissa_crowe 3582 at http://www.customerthink.com Like Ocean Divers, Your Agents Can Spot the Tentacles of Customer Data Hiding in Plain Sight http://www.customerthink.com/article/customer_data_hidden_plain_sight http://www.customerthink.com/article/customer_data_hidden_plain_sight#comments Technology CRM Popular Topics: Contact Center Popular Topics: Customer Experience Management Popular Topics: Customer Intelligence CRM Planning: Alignment CRM Planning: Technology Mon, 12 May 2008 06:58:00 -0500 dave_rintoul 3581 at http://www.customerthink.com In the World of Service, the Peso Could Cost You a Pretty Penny http://www.customerthink.com/article/service_peso_cost_pretty_penny http://www.customerthink.com/article/service_peso_cost_pretty_penny#comments Service CRM Popular Topics: Contact Center Popular Topics: Customer Experience Management Popular Topics: Voice of Customer Mon, 12 May 2008 06:57:00 -0500 jodie_monger 3580 at http://www.customerthink.com Recession Strategy: Spend Money to Make Money (and Retain Customers) http://www.customerthink.com/article/recession_strategy_spend_money_make_money http://www.customerthink.com/article/recession_strategy_spend_money_make_money#comments Marketing Sales Service CRM Popular Topics: Customer Loyalty Management CRM Planning: Strategy CRM Planning: Alignment CRM Planning: Technology Industry: Business, Legal and Services Industry: High-Tech Consulting and Services Mon, 5 May 2008 08:00:00 -0500 gary_schwartz 3539 at http://www.customerthink.com Event-Based Marketing Helps Banks Pinpoint and Benefit From Changes in Customer Behavior http://www.customerthink.com/article/event_based_marketing_banks_changes_behavior http://www.customerthink.com/article/event_based_marketing_banks_changes_behavior#comments Marketing Technology CRM Popular Topics: Customer Information Architecture Popular Topics: Customer Intelligence Popular Topics: Customer Loyalty Management CRM Planning: Strategy CRM Planning: Alignment Industry: Financial Services Mon, 5 May 2008 07:59:00 -0500 dan_smith 3541 at http://www.customerthink.com Employees Will Spread the Word, so Consider the Message Carefully http://www.customerthink.com/article/employees_spread_word_consider_message http://www.customerthink.com/article/employees_spread_word_consider_message#comments CEO Marketing Service CRM Popular Topics: Contact Center Popular Topics: Customer Loyalty Management CRM Planning: Alignment Industry: Pharmaceutical Industry: Utilities and Energy Mon, 5 May 2008 07:58:00 -0500 chris_stiehl 3542 at http://www.customerthink.com Self-Service: My New Bank Really Seems to Care About Me (and Yet We Never Meet) http://www.customerthink.com/article/self_service_my_new_bank_really_seems_care http://www.customerthink.com/article/self_service_my_new_bank_really_seems_care#comments Marketing Service Technology CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Technology Industry: Financial Services Mon, 28 Apr 2008 08:00:00 -0500 kate_leggett 3501 at http://www.customerthink.com Optimizing Customer Experience: How One Auto Dealer Group Builds Trust and Commitment http://www.customerthink.com/article/how_auto_dealer_group_builds_trust http://www.customerthink.com/article/how_auto_dealer_group_builds_trust#comments Marketing Sales Service CRM Popular Topics: Customer Experience Management Popular Topics: Customer Intelligence Popular Topics: Customer Loyalty Management CRM Planning: Strategy CRM Planning: Alignment CRM Planning: Redesign Industry: Fast-Moving Consumer Goods Industry: Retail Sales Industry: Transportation, Travel and Leisure Mon, 28 Apr 2008 07:59:00 -0500 michael_lowenstein 3517 at http://www.customerthink.com Centralized Analytics Helps You Personalize Your Customer Contact and Build Your Brand http://www.customerthink.com/article/centralized_analytics_personalize_contact http://www.customerthink.com/article/centralized_analytics_personalize_contact#comments Marketing Sales Service Technology Popular Topics: Contact Center Popular Topics: Customer Experience Management CRM Planning: Strategy CRM Planning: Alignment CRM Planning: Technology Industry: Financial Services Mon, 28 Apr 2008 07:58:00 -0500 patric_timmermans 3503 at http://www.customerthink.com Sell More Solutions by Uncovering More Urgent Needs http://www.customerthink.com/article/sell_more_solutions_uncover_urgent_needs http://www.customerthink.com/article/sell_more_solutions_uncover_urgent_needs#comments Sales Technology CRM CRM Planning: Strategy CRM Planning: Alignment Industry: High-Tech Products and Systems Mon, 21 Apr 2008 08:00:00 -0500 bobapollo 3471 at http://www.customerthink.com The CEO Also Has to Be the Customer Experience Officer http://www.customerthink.com/article/ceo_also_customer_experience_officer http://www.customerthink.com/article/ceo_also_customer_experience_officer#comments CEO Marketing CRM Popular Topics: Customer Experience Management Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Alignment Industry: Retail Sales Mon, 21 Apr 2008 07:59:00 -0500 jim_barnes 3470 at http://www.customerthink.com Rich Brand, Poor Brand: Differentiate Your Product Through Outstanding Customer Experiences http://www.customerthink.com/article/rich_brand_poor_brand_differentiate_product http://www.customerthink.com/article/rich_brand_poor_brand_differentiate_product#comments Marketing Sales Service CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy Industry: Retail Sales Mon, 21 Apr 2008 07:58:00 -0500 suzanne_hader 3469 at http://www.customerthink.com How Does Jane Shop for an SUV? EMM Lets You Capture Consumer Activity Across Channels http://www.customerthink.com/article/how_does_jane_shop_suv_emm http://www.customerthink.com/article/how_does_jane_shop_suv_emm#comments Marketing Sales Technology CRM CRM Planning: Technology Industry: Fast-Moving Consumer Goods Industry: Transportation, Travel and Leisure Mon, 14 Apr 2008 08:00:00 -0500 liz_roche 3438 at http://www.customerthink.com It Was Not the Branded Customer Experience British Airways Intended http://www.customerthink.com/article/not_branded_customer_experience_ba http://www.customerthink.com/article/not_branded_customer_experience_ba#comments CEO Marketing Service CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management CRM Planning: Strategy CRM Planning: Alignment Industry: Transportation, Travel and Leisure Mon, 14 Apr 2008 07:59:00 -0500 jim_barnes 3436 at http://www.customerthink.com Dell Is Not Alone: Most Companies Are Efficiency-Driven http://www.customerthink.com/article/dell_not_alone_efficiency_driven http://www.customerthink.com/article/dell_not_alone_efficiency_driven#comments CEO Marketing Sales Service CRM Popular Topics: Customer Experience Management Popular Topics: Voice of Customer Industry: High-Tech Products and Systems Mon, 14 Apr 2008 07:58:00 -0500 sampson_lee 3435 at http://www.customerthink.com To Build an Emotion-Packed High-Performance Brand, You Have to Go All the Way http://www.customerthink.com/article/emotion_packed_high_performance_brand http://www.customerthink.com/article/emotion_packed_high_performance_brand#comments CEO Marketing Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Alignment Industry: High-Tech Products and Systems Industry: Retail Sales Mon, 7 Apr 2008 08:00:00 -0500 colin_shaw 3338 at http://www.customerthink.com When It Comes to Customer Experience, Saturn Runs Circles Around the Competition http://www.customerthink.com/article/customer_experience_saturn_runs_rings http://www.customerthink.com/article/customer_experience_saturn_runs_rings#comments Marketing Sales CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy Mon, 7 Apr 2008 07:59:00 -0500 chris_stiehl 3333 at http://www.customerthink.com Reclaiming Uncustomers: Don't Brush Aside Counterfeiting http://www.customerthink.com/article/reclaiming_uncustomers_counterfeiting http://www.customerthink.com/article/reclaiming_uncustomers_counterfeiting#comments CEO Marketing Sales Popular Topics: Customer Experience Management CRM Planning: Strategy CRM Planning: Metrics Industry: Retail Sales Mon, 7 Apr 2008 07:58:00 -0500 tim_phillips 3337 at http://www.customerthink.com Boardroom Buy-In: How to Earn It, How to Keep It http://www.customerthink.com/article/boardroom_buy_how_earn_it_how_keep_it http://www.customerthink.com/article/boardroom_buy_how_earn_it_how_keep_it#comments CEO CRM CRM Planning: Strategy CRM Planning: Alignment Mon, 24 Mar 2008 08:00:00 -0500 jill_griffin 3285 at http://www.customerthink.com It's Time for CRM Suites to Recognize the Customer http://www.customerthink.com/article/its_time_crm_suites_recognize_customer http://www.customerthink.com/article/its_time_crm_suites_recognize_customer#comments Technology Popular Topics: Technology Industry Analysis CRM Planning: Technology Industry: High-Tech Products and Systems Mon, 24 Mar 2008 07:59:00 -0500 denis_pombriant 3286 at http://www.customerthink.com Move High-Value Customers to the Head of the Call-Center Line http://www.customerthink.com/article/move_high_value_customers_head_call_center http://www.customerthink.com/article/move_high_value_customers_head_call_center#comments Service Technology Popular Topics: Contact Center Popular Topics: Customer Loyalty Management CRM Planning: Strategy CRM Planning: Technology Industry: High-Tech Products and Systems Mon, 24 Mar 2008 07:58:00 -0500 robert_nascenzi 3284 at http://www.customerthink.com