Keep It Simple - When does customer service begin? Hopefully, not when you've got some angry buyer squawking into the phone complaining that you've sent the wrong items or that your "guaranteed" 48-hour delivery window stretched into a week.
Publisher: Business 2.0     Author: James Daly   

King Customer Strikes Back - An interesting revelation has slowly struck online retailers: There's money to be made from customers.
Publisher: Business 2.0     Author: Jon Carroll   

Know Thy Customer! - CRM is a strategy and not just an installed application program. Superior implementation merges the front-office and the back-office, giving employees a complete view of the organization's relationship with its customers.
Publisher: The CEO Refresher     Author: Joanne C. Wilson   

Know Thy Customer: LCV for E - Which customers offer the greatest long-term profit potential? Here's how one B2B specialist is putting a new twist on an old standby: lifetime customer valuation, or LCV.
Publisher: CFO.com     Author: John Berry   

Let’s talk - Commerce is once again becoming conversational as technology enables companies to interact intelligently with individual customers across time. Gaining a better understanding of the mechanics of good conversation can help businesses become more than good companies—they can also become good company.
Publisher: Accenture     Author: Brian A. Johnson and Paul F. Nunes   

Looking Through the Customer's Lens - The emerging electronic economy has placed the customer firmly in the control seat. Reacting to this turnabout, companies are rushing to implement disparate point solutions in the name of customer relationship management.
Publisher: Accenture     Author: Bill Crothers and Philip Tamminga   

Making Sure the Customer Is Always Right - Activity-based management provides valuable information about customers that can increase your leverage in negotiations, reduce the costs of customer service and increase profitability.
Publisher: Businessfinancemag.com     Author: Tad Leahy   

Marketing Diary Part II: 9 Lessons in Using CRM to Sell - Here are nine lessons Internet marketing expert Don Skarzenski has learned about managing CRM and real, live human beings while working at a Saturn dealership this fall.
Publisher: MarketingSherpa.com     Author: MarketingSherpa.com   

Masters of the Customer Connection - In a quest for the service and satisfaction of yesteryear, today's CRM leaders are putting modern-day technology and strategy to work.
Publisher: CIO.com     Author: Mindy Blodgett   

Maximize Customer Loyalty - All too often e-marketers and others involved in e-customer intelligence tend to think of targeted messaging as multiple processes, rather than multiple steps in a single process.
Publisher: Digitrends.net     Author: Matthew Cutler