3 Reasons to Outsource Customer Service - Trying to handle your own customer-service operations makes about as much sense as generating your own electricity.
Publisher: Digitrends.net     Author: Sanjay Kumar   

9 Customer Exit Barriers for the Future - Using CRM to bolster loyalty and keep customers from switching to the competition.
Publisher: CRM Magazine     Author: Stephen Diorio   

A Closer Look - Giving customer emails the same analytic scrutiny you give transactions could be a valuable competitive advantage.
Publisher: IntelligentEnterprise.com     Author: Dan Sullivan   

A New Look at Hi-Tech Hi-Touch CRM: Turning Complaints into Loyalty - After the dust of the hi-tech advances in CRM has settled, those still standing will be the masters of hi-tech and hi-touch. This article covers the basics of using hi-touch to turn upset customers into loyal promoters.
Publisher: Institute of Applied Knowledge     Author: Paul Drayton   

An Examination of the Sustainable Competitive Advantage Concept: Past, Present, and Future - Because of its importance to the long-term success of firms, a body of literature has emerged which addresses the content of sustainable competitive advantage (hereafter SCA) as well as its sources and different types of strategies that may be used to achieve it.
Publisher: AMS Review     Author: Nicole P. Hoffman   

Barriers to Entry - A WSG survey uncovers the primary roadblocks companies face when implementing CRM.
Publisher: CRM Magazine     Author: Ginger Conlon   

Beyond Personalization 101 - Successful personalized customer service goes beyond merely attaching a customer's name to e-mail correspondence and requires e-commerce companies to also offer services such as real-time communications and collaborative filtering.
Publisher: Digitrends.net     Author: Karen Howard   

Building a Customer-centric Company - Plenty of mournful (as well as gloating) words have been spoken over the remains of entrepreneurs, investors, and employees caught in the dot-com landslide. Now, taking a closer look at the rubble, we spy another badly damaged figure: the customer.
Publisher: Business 2.0     Author: James Lardner   

Building a World-Class Customer Process - Controllers are in a perfect position to help their organizations achieve maximum financial benefits throughout the customer cycle — and be perceived as valuable business partners.
Publisher: Businessfinancemag.com     Author: Ivy McLemore   

Building an E-Business CRM Strategy - The great differentiator in e-commerce is delivering customer value. Doing so requires linking key front-end CRM applications with critical back-end components.
Publisher: Digitrends.net     Author: Gary Freeman