Blog Posts in all categories http://www.customerthink.com/all_blogs/%2A All Blog Postings en Good Enough Is NOT Customer Experience http://www.customerthink.com/blog/good_enough_not_customer_experience http://www.customerthink.com/blog/good_enough_not_customer_experience#comments CEO CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management CRM Planning: Strategy Fri, 25 Jul 2008 15:53:47 -0500 lior_arussy 200300 at http://www.customerthink.com Create Organizational Excellence Through Customer Experience http://www.customerthink.com/blog/create_organizational_excellence_experience http://www.customerthink.com/blog/create_organizational_excellence_experience#comments CEO CRM Popular Topics: Customer Experience Management Popular Topics: Customer Intelligence Popular Topics: Performance Management CRM Planning: Strategy CRM Planning: Alignment Fri, 25 Jul 2008 15:34:39 -0500 lior_arussy 200298 at http://www.customerthink.com Airlines Are Passing the Customer Pain Buck http://www.customerthink.com/blog/airlines_passing_customer_pain_buck http://www.customerthink.com/blog/airlines_passing_customer_pain_buck#comments CEO Service CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management Popular Topics: Performance Management CRM Planning: Strategy Thu, 24 Jul 2008 08:29:42 -0500 i_barry_goldberg 200230 at http://www.customerthink.com Go Beyond Win/Loss Reports and Find Out Why Others Chose "None of the Above" http://www.customerthink.com/blog/beyond_win_loss_reports http://www.customerthink.com/blog/beyond_win_loss_reports#comments Marketing Sales CRM Popular Topics: Customer Intelligence Popular Topics: Voice of Customer CRM Planning: Redesign Industry: High-Tech Consulting and Services Industry: High-Tech Products and Systems Wed, 23 Jul 2008 16:29:17 -0500 bobapollo 200210 at http://www.customerthink.com Online Marketing Isn't New Media, Anymore: Fusing Marketing's Parts Into One Whole http://www.customerthink.com/blog/online_marketing_not_new_media http://www.customerthink.com/blog/online_marketing_not_new_media#comments Marketing CRM Popular Topics: Customer Intelligence Popular Topics: Web Analytics CRM Planning: Alignment Tue, 22 Jul 2008 23:11:52 -0500 eranderson 200165 at http://www.customerthink.com Deliver Better Service by Knowing What Your Customers Want http://www.customerthink.com/blog/deliver_better_service_knowing_customers_want http://www.customerthink.com/blog/deliver_better_service_knowing_customers_want#comments Service CRM Enterprise Size: Medium Business Enterprise Size: Small Business Popular Topics: Contact Center Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy Tue, 22 Jul 2008 13:03:43 -0500 kstirtz 200155 at http://www.customerthink.com CIOs Need to Become Customer Champions http://www.customerthink.com/blog/cios_need_become_customer_champions http://www.customerthink.com/blog/cios_need_become_customer_champions#comments CEO Technology CRM Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Technology Tue, 22 Jul 2008 11:47:53 -0500 jeanne_bliss 200152 at http://www.customerthink.com Play Your Cards Right and Bet on Your Best Customers When the Economy Gets Tough http://www.customerthink.com/blog/play_cards_right_bet_customers_bad_economy http://www.customerthink.com/blog/play_cards_right_bet_customers_bad_economy#comments Marketing CRM Popular Topics: Customer Loyalty Management CRM Planning: Strategy Industry: Retail Sales Mon, 21 Jul 2008 09:35:42 -0500 rick_ferguson 200083 at http://www.customerthink.com To Create Advocates, You Have to Differentiate Your Organization http://www.customerthink.com/blog/create_advocates_differentiate http://www.customerthink.com/blog/create_advocates_differentiate#comments CEO Marketing CRM Enterprise Size: Large Business Popular Topics: Customer Experience Management Popular Topics: Customer Intelligence Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Metrics Industry: Fast-Moving Consumer Goods Industry: Financial Services Industry: Retail Sales Industry: Transportation, Travel and Leisure Sat, 19 Jul 2008 06:43:57 -0500 sampson_lee 200041 at http://www.customerthink.com The Rising Role of Prosumers http://www.customerthink.com/blog/rising_role_prosumers http://www.customerthink.com/blog/rising_role_prosumers#comments CEO Popular Topics: Customer Intelligence Popular Topics: Social Web Popular Topics: Voice of Customer Thu, 17 Jul 2008 15:24:36 -0500 john_todor 199994 at http://www.customerthink.com Don't Bother Me With Social Media Strategy—I Have to Sell Something! http://www.customerthink.com/blog/quit_bothering_social_media_busy_selling http://www.customerthink.com/blog/quit_bothering_social_media_busy_selling#comments Sales Technology CRM Popular Topics: Social Web CRM Planning: Strategy CRM Planning: Alignment CRM Planning: Technology Wed, 16 Jul 2008 13:07:28 -0500 andrew_rudin 199918 at http://www.customerthink.com Productive Friction: You Can Do More on LinkedIn Than Collect Links http://www.customerthink.com/blog/social_networks_productive_friction http://www.customerthink.com/blog/social_networks_productive_friction#comments CEO Marketing CRM Popular Topics: Social Web Wed, 16 Jul 2008 10:06:57 -0500 john_todor 199898 at http://www.customerthink.com How Do Digital Cameras and B2B Marketing Automation Tools Drive Similar Behavior? http://www.customerthink.com/blog/digital_cameras_b2b_marketing_automation_similar http://www.customerthink.com/blog/digital_cameras_b2b_marketing_automation_similar#comments Marketing Technology CRM CRM Planning: Strategy CRM Planning: Technology Wed, 16 Jul 2008 09:04:04 -0500 briandsteel 199882 at http://www.customerthink.com Power to the (Call Center) People: Next-Best-Action Nudges Agents With a Way to Resolve a Problem http://www.customerthink.com/blog/power_call_center_people http://www.customerthink.com/blog/power_call_center_people#comments Service Technology Popular Topics: Contact Center Popular Topics: Customer Experience Management CRM Planning: Technology Tue, 15 Jul 2008 15:05:07 -0500 rob_walker 199851 at http://www.customerthink.com Game On! Entellium's Rave Relieves SFA Boredom http://www.customerthink.com/blog/game_on_entellium_rave_relieves_sfa_boredom http://www.customerthink.com/blog/game_on_entellium_rave_relieves_sfa_boredom#comments Sales Technology CRM Popular Topics: Technology Industry Analysis Enterprise Size: Small Business CRM Planning: Technology Tue, 15 Jul 2008 12:05:09 -0500 bob_thompson 199838 at http://www.customerthink.com Thanking Someone for Being a Customer Should Be Automatic http://www.customerthink.com/blog/thank_your_customers http://www.customerthink.com/blog/thank_your_customers#comments Service CRM Popular Topics: Contact Center CRM Planning: Strategy CRM Planning: Alignment Tue, 15 Jul 2008 10:29:59 -0500 kstirtz 199817 at http://www.customerthink.com Consider Consumers' Tastes in a Down Economy http://www.customerthink.com/blog/consumers_tastes_down_economy http://www.customerthink.com/blog/consumers_tastes_down_economy#comments CEO Marketing CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy Industry: Retail Sales Tue, 15 Jul 2008 10:19:36 -0500 alan_see 199812 at http://www.customerthink.com Web 2.0 Isn't Just for College Kids, Anymore http://www.customerthink.com/blog/web_2_0_not_just_college_kids http://www.customerthink.com/blog/web_2_0_not_just_college_kids#comments Technology CRM Popular Topics: Social Web CRM Planning: Strategy CRM Planning: Technology Mon, 14 Jul 2008 21:07:01 -0500 olga_botero 199793 at http://www.customerthink.com Make IT a Brand Enhancer, Not a Brand Destroyer http://www.customerthink.com/blog/make_it_brand_enhancer_not_brand_destroyer http://www.customerthink.com/blog/make_it_brand_enhancer_not_brand_destroyer#comments CEO Marketing Technology CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management CRM Planning: Strategy CRM Planning: Technology Mon, 14 Jul 2008 09:05:20 -0500 william_band 199754 at http://www.customerthink.com One "Touch" Over the Line: How Many Contacts With Your Customer Is Too Many? http://www.customerthink.com/blog/one_touch_over_line_customer_contacts http://www.customerthink.com/blog/one_touch_over_line_customer_contacts#comments CEO Marketing Sales Service CRM Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Alignment Industry: Retail Sales Fri, 11 Jul 2008 17:09:20 -0500 dick_lee 199523 at http://www.customerthink.com You Deliver Better Service When You Respect Your Customer's Opinion http://www.customerthink.com/blog/you_deliver_better_service_respect http://www.customerthink.com/blog/you_deliver_better_service_respect#comments Service Popular Topics: Customer Experience Management Thu, 10 Jul 2008 15:55:23 -0500 kstirtz 199653 at http://www.customerthink.com Beyond Customer-Centricity: Achieve 93% Net Promoter Scores by Delivering a Branded Experience http://www.customerthink.com/blog/beyond_customer_centricity_next_frontier http://www.customerthink.com/blog/beyond_customer_centricity_next_frontier#comments CEO Marketing Sales Service CRM Enterprise Size: Large Business Popular Topics: Customer Experience Management Popular Topics: Customer Intelligence Popular Topics: Customer Loyalty Management Popular Topics: Performance Management Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Metrics CRM Planning: Redesign Industry: High-Tech Products and Systems Industry: Retail Sales Industry: Telecommunications Industry: Transportation, Travel and Leisure Thu, 10 Jul 2008 01:29:04 -0500 sampson_lee 199619 at http://www.customerthink.com Salesmanship and Empathy: Tune In to the Buyer's Point of View http://www.customerthink.com/blog/salesmanship_and_empathy http://www.customerthink.com/blog/salesmanship_and_empathy#comments Sales CRM CRM Planning: Strategy Wed, 9 Jul 2008 22:27:18 -0500 SalesPractice 199603 at http://www.customerthink.com Is "Relationship Marketing" Killing The Body Shop? http://www.customerthink.com/blog/relationship_marketing_killing_body_shop http://www.customerthink.com/blog/relationship_marketing_killing_body_shop#comments Marketing CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management Industry: Retail Sales Wed, 9 Jul 2008 14:58:12 -0500 deb_rapacz 199582 at http://www.customerthink.com Technology Is Important to Exceeding in Sales, but the Question Is "How Important?" http://www.customerthink.com/blog/technology_important_exceeding_sales http://www.customerthink.com/blog/technology_important_exceeding_sales#comments Sales Technology CRM Planning: Strategy CRM Planning: Technology Tue, 8 Jul 2008 17:31:04 -0500 barry_trailer 199526 at http://www.customerthink.com Ten Ways to Beat the Recession http://www.customerthink.com/blog/ten_ways_beat_recession http://www.customerthink.com/blog/ten_ways_beat_recession#comments CEO Marketing Sales Service CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management CRM Planning: Strategy Tue, 8 Jul 2008 14:45:34 -0500 Shaun Smith 199519 at http://www.customerthink.com Don't Just Hand Over Research to Joe in IT; the DIY Age Demands a Lot More Finesse http://www.customerthink.com/blog/impact_technology_practice_customer_research http://www.customerthink.com/blog/impact_technology_practice_customer_research#comments CEO Marketing Service Technology CRM Enterprise Size: Medium Business Enterprise Size: Small Business Popular Topics: Customer Intelligence Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Metrics CRM Planning: Technology Industry: Advertising / Media / Public Relations Industry: Education Tue, 8 Jul 2008 12:36:51 -0500 jim_barnes 199513 at http://www.customerthink.com How Is a Demo Like a Newspaper Article? http://www.customerthink.com/blog/how_demo_like_newspaper_article http://www.customerthink.com/blog/how_demo_like_newspaper_article#comments CEO Marketing Sales Technology CRM CRM Planning: Strategy CRM Planning: Metrics CRM Planning: Alignment Industry: High-Tech Consulting and Services Industry: High-Tech Products and Systems Industry: Pharmaceutical Mon, 7 Jul 2008 10:13:15 -0500 peter_cohan 199447 at http://www.customerthink.com Kroger Loyalty Card Could Save Your Life http://www.customerthink.com/blog/kroger_loyalty_card_could_save_your_life http://www.customerthink.com/blog/kroger_loyalty_card_could_save_your_life#comments Marketing 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: Technology Industry: Retail Sales Sat, 5 Jul 2008 15:12:28 -0500 randy_saunders 199408 at http://www.customerthink.com Automate and Integrate Customer Feedback to Accelerate Your Customer-Centric Strategy http://www.customerthink.com/blog/automate_integrate_customer_feedback http://www.customerthink.com/blog/automate_integrate_customer_feedback#comments CEO Marketing Technology Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer Fri, 4 Jul 2008 15:08:32 -0500 alan_see 199400 at http://www.customerthink.com Eight Steps to "Blue & Gold" Customer Loyalty http://www.customerthink.com/blog/eight_steps_blue_gold_customer_loyalty http://www.customerthink.com/blog/eight_steps_blue_gold_customer_loyalty#comments CEO Marketing Sales Service CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer Fri, 4 Jul 2008 14:52:11 -0500 alan_see 199399 at http://www.customerthink.com Social Networking: What Are People Being Social About? http://www.customerthink.com/blog/what_are_people_being_social_about http://www.customerthink.com/blog/what_are_people_being_social_about#comments CEO Marketing CRM Popular Topics: Customer Experience Management Popular Topics: Social Web Popular Topics: Voice of Customer CRM Planning: Strategy Fri, 4 Jul 2008 08:13:01 -0500 john_todor 199312 at http://www.customerthink.com Amazing Service Means Helping Your Customers Get the Outcomes They Want http://www.customerthink.com/blog/amazing_service_help_customers_outcomes http://www.customerthink.com/blog/amazing_service_help_customers_outcomes#comments Service Popular Topics: Customer Experience Management Thu, 3 Jul 2008 12:36:33 -0500 kstirtz 199373 at http://www.customerthink.com Like Fuel Efficiency, Customer Service Improvement Starts With Small Changes http://www.customerthink.com/blog/customer_service_improvement_small_changes http://www.customerthink.com/blog/customer_service_improvement_small_changes#comments Service Popular Topics: Customer Loyalty Management CRM Planning: Strategy Thu, 3 Jul 2008 09:43:32 -0500 kstirtz 199366 at http://www.customerthink.com Top Ten Customer Service Tips for the 2008 Republican National Convention http://www.customerthink.com/blog/customer_service_tips_republican_convention http://www.customerthink.com/blog/customer_service_tips_republican_convention#comments Service Popular Topics: Customer Experience Management CRM Planning: Strategy Industry: Government and Public Sector Thu, 3 Jul 2008 09:40:05 -0500 kstirtz 199364 at http://www.customerthink.com The Curse of the "Slow No" http://www.customerthink.com/blog/curse_slow_no http://www.customerthink.com/blog/curse_slow_no#comments Marketing Sales CRM CRM Planning: Strategy CRM Planning: Alignment Industry: High-Tech Consulting and Services Industry: High-Tech Products and Systems Wed, 2 Jul 2008 09:45:12 -0500 bobapollo 199166 at http://www.customerthink.com Don't Add Insult to Injury: Make It Right or Do Not Bother http://www.customerthink.com/blog/dont_add_insult_injury_make_it_right http://www.customerthink.com/blog/dont_add_insult_injury_make_it_right#comments Service CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy Industry: High-Tech Products and Systems Industry: Telecommunications Industry: Transportation, Travel and Leisure Tue, 1 Jul 2008 21:05:50 -0500 i_barry_goldberg 199288 at http://www.customerthink.com How Do You Keep "Dead" Customers Alive? http://www.customerthink.com/blog/how_do_you_keep_dead_customers_alive http://www.customerthink.com/blog/how_do_you_keep_dead_customers_alive#comments CEO Marketing Sales CRM Popular Topics: Customer Loyalty Management CRM Planning: Strategy Tue, 1 Jul 2008 17:00:59 -0500 chris_stiehl 199279 at http://www.customerthink.com IT Organzations Have Their Hands Full http://www.customerthink.com/blog/crms_impact_savvy_it_organzations http://www.customerthink.com/blog/crms_impact_savvy_it_organzations#comments Technology CRM CRM Planning: Strategy CRM Planning: Alignment CRM Planning: Technology Tue, 1 Jul 2008 16:55:54 -0500 liz_roche 199278 at http://www.customerthink.com Close More Sales by "Seeing" Differently http://www.customerthink.com/blog/close_more_sales_seeing_differently_0 http://www.customerthink.com/blog/close_more_sales_seeing_differently_0#comments Sales Popular Topics: Customer Intelligence Popular Topics: Performance Management CRM Planning: Strategy CRM Planning: Metrics Tue, 1 Jul 2008 08:49:31 -0500 CraigElias 199236 at http://www.customerthink.com Trigger Events and Selective Perception http://www.customerthink.com/blog/trigger_events_and_selective_perception http://www.customerthink.com/blog/trigger_events_and_selective_perception#comments CEO Marketing Sales Service Technology CRM Enterprise Size: Large Business Enterprise Size: Medium Business Enterprise Size: Small Business CRM Planning: Strategy Industry: Advertising / Media / Public Relations Industry: Agriculture and Construction Industry: Broadcast and Other Communications Industry: Business, Legal and Services Industry: Education Industry: Fast-Moving Consumer Goods Industry: Financial Services Industry: Government and Public Sector Industry: Healthcare Services Industry: High-Tech Consulting and Services Industry: High-Tech Products and Systems Industry: Hospitality and Entertainment Industry: Manufacturing (Non High-Tech) Industry: Non-Profit and Associations Industry: Pharmaceutical Industry: Printing and Publishing Industry: Retail Sales Industry: Telecommunications Industry: Transportation, Travel and Leisure Industry: Utilities and Energy Industry: Wholesale Distribution Tue, 1 Jul 2008 08:45:02 -0500 CraigElias 199232 at http://www.customerthink.com What's the BIG Deal About "Trigger Events"? http://www.customerthink.com/blog/whats_big_deal_about_trigger_events http://www.customerthink.com/blog/whats_big_deal_about_trigger_events#comments Marketing Sales Service CRM Popular Topics: Customer Intelligence Popular Topics: Performance Management CRM Planning: Strategy CRM Planning: Metrics Tue, 1 Jul 2008 08:38:34 -0500 CraigElias 199229 at http://www.customerthink.com "We've Made This Customer's Life Hell": There Are Fun, Easy Ways to Give Your Agents Everything They Need to Know http://www.customerthink.com/blog/weve_made_customers_life_hell http://www.customerthink.com/blog/weve_made_customers_life_hell#comments Service Technology CRM Enterprise Size: Medium Business Enterprise Size: Small Business Popular Topics: Contact Center CRM Planning: Strategy CRM Planning: Technology Mon, 30 Jun 2008 16:24:19 -0500 bill_price 199193 at http://www.customerthink.com Amazing Customer Service Means Focusing on What Your Customer Wants http://www.customerthink.com/blog/amazing_customer_service_what_customers_want http://www.customerthink.com/blog/amazing_customer_service_what_customers_want#comments Sales Service Popular Topics: Customer Experience Management CRM Planning: Strategy Sun, 29 Jun 2008 11:17:44 -0500 kstirtz 199162 at http://www.customerthink.com Integrity First: Living the Honor Code in Business http://www.customerthink.com/blog/integrity_first_living_honor_code_business http://www.customerthink.com/blog/integrity_first_living_honor_code_business#comments CEO CRM Popular Topics: Performance Management CRM Planning: Strategy CRM Planning: Alignment Sat, 28 Jun 2008 08:24:28 -0500 waldman 199155 at http://www.customerthink.com Sales Enablement or the Rise of C-Rate Consultants? http://www.customerthink.com/blog/sales_enablement_rise_c_rate_consultants http://www.customerthink.com/blog/sales_enablement_rise_c_rate_consultants#comments Marketing Sales Popular Topics: Customer Experience Management Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Alignment Fri, 27 Jun 2008 19:38:21 -0500 scott_santucci 199152 at http://www.customerthink.com Lift Versus Drag: A Business Leader's Perspective http://www.customerthink.com/blog/lift_vs_drag_business_leaders_perspective http://www.customerthink.com/blog/lift_vs_drag_business_leaders_perspective#comments CEO CRM Popular Topics: Performance Management CRM Planning: Alignment Fri, 27 Jun 2008 11:25:40 -0500 waldman 199141 at http://www.customerthink.com Sorry Mr./Ms. Software Salesperson. "Rank & Score" Is Not a Solution You Offer http://www.customerthink.com/blog/rank_score_not_solution http://www.customerthink.com/blog/rank_score_not_solution#comments Marketing Sales Popular Topics: Customer Information Architecture Popular Topics: Performance Management CRM Planning: Metrics Fri, 27 Jun 2008 10:30:19 -0500 briandsteel 199140 at http://www.customerthink.com New Ventana Research Benchmark Reveals Slow Customer Experience Management Adoption http://www.customerthink.com/blog/nventana_research_slow_cem_adoption http://www.customerthink.com/blog/nventana_research_slow_cem_adoption#comments Marketing Service Technology CRM Popular Topics: Contact Center Popular Topics: Customer Experience Management CRM Planning: Strategy CRM Planning: Technology Thu, 26 Jun 2008 13:03:34 -0500 randy_saunders 199110 at http://www.customerthink.com Laplink Joins the "Clueless" Parade: Why Great Products Aren't Great Without Excellent Customer Service http://www.customerthink.com/blog/laplink_joins_clueless_parade http://www.customerthink.com/blog/laplink_joins_clueless_parade#comments CEO Service CRM Popular Topics: Contact Center Popular Topics: Customer Loyalty Management CRM Planning: Strategy CRM Planning: Alignment Industry: High-Tech Products and Systems Thu, 26 Jun 2008 10:52:07 -0500 dick_lee 199104 at http://www.customerthink.com