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Editor's Picks

Editor's Picks Experience and Process Design

Is Price Cut Effective in a Recession? McDonald's Says "Yes"
Sampson Lee
Customer Centric Organizations - The Price Of Failure
Lior Arussy
Three Steps to Building Effective Client Processes
Amy Gesenhues
How to implement a process in three quick steps that will help you manage client relationships and keep everyone on time and on budget.
A Manifesto for Social Business
Graham Hill
We are fast approaching a period of "Business Enlightenment" based on networked, emergent thinking. Fifteen themes will drive Social Business.
Seven Critical Questions to Ensure Master Data Governance Success
Ravi Shankar
Customer-Centricity by Discerning Customer Satisfaction Outcomes vs. Enablers
Lynn Hunsaker
The Fortress and the Flower Shop
Robbert Bouman
Is Your Customer's Experience Warm Enough to Give You a Competitive Edge?
John Patterson
How would you evaluate the hospitality, understanding, sincerity, compassion and kindness experienced by your customers? The "temperature" of their experiences determines whether it is truly a differentiator for your business.
Putting the customer before the technology: Make sure CEM learns from the mistakes of CRM
Shaun Smith
Paradigm Shift: Designing the Social Business
David Armano
David Armano explains what it means to design a social business, and the key challenges to overcome to make it truly a paradigm shift.

Top 10 Authors

  1. Bob Thompson, CustomerThink Corp.
  2. Graham Hill, Customers & More
  3. Axel Schultze, Social Media Academy
  4. John I. Todor, Ph.D., The Whetstone Edge, LLC
  5. Alan See, University of Phoenix
  6. Dick Lee, High-Yield Methods
  7. Sampson Lee, G-CEM
  8. Lynn Hunsaker, ClearAction
  9. Andrew Rudin, Outside Technologies, Inc.
  10. Shaun Smith, smith+co

Top 50 Authors »

MarketPlace

Powering the New Customer-Conversation Driven Enterprise

[March 18, 10 AM PDT] With the exponential growth of the social web, enterprises need a new way to effectively collect and utilize unstructured information that can be used to drive business decisions. This webinar will discuss LARA, a new methodology to help enterprises more effectively Listen to, Analyze, Relate and Act on customer information.

Global Customer Experience Management Certification Program

[March 17-18, Paris] 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.

Featured Links

Salesforce CRM

The leader in customer relationship management and cloud computing.

CEM Training and Certification

Patent-pending methodologies combine the art and science of Customer Experience Management.

On-Demand CRM Software

Use RightNow solutions to create the best possible customer experience while reducing costs.

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