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Title	Date	Author	Views	Comments	Featured in Role
CBM Trends for 2009: Think, Feel and Connect	2009-01-05	Bob Thompson	366	3	CEO
Customer Experience: More Important Than Ever in Tough Times	2008-12-22	Jim Barnes	626	0	Marketing
Scary Times Call for Better Customer Service: Improve Your Contact Center and Realize Sustainable Profits	2008-12-12	Ernan Roman	629	0	Service
Lose the Meat Cleaver and Be Smart About Cutting Customer-Facing Staff in a Downturn	2008-12-12	Dick Lee	331	0	CEO
Building the Case for Customer-Centricity: How to Make Your Customers and the CFO Happy	2008-12-11	Bob Thompson	547	1	CEO
Good Riddance to the Bubble. Now Build a Sustainable Business With This Tried and True Three-Point Plan	2008-12-05	Alison Bond	600	0	CEO
In an Uncertain Economy, Sales Success Means Knowing When to Throw—and Catch—a Hot Potato	2008-12-05	Andrew Rudin	363	0	Sales
The Right Moves in White-Knuckle Times Can Keep Your Customers Loyal	2008-11-28	Jill Griffin	684	1	CEO
You Can Support Headcount and Share of Voice on a Tight Budget	2008-11-28	Alan See	725	0	Marketing
Use Speech Analytics to Reduce Calls That Frustrate Customers and Hurt Productivity	2008-11-21	Bob Thompson	1976	0	Service
How Do You Curb Bad Debt? Real-Time Analytics Can Help You Gauge Credit-Worthiness Without Angering Sensitive Customers	2008-11-21	Roman Lenzen	565	0	Technology
Forget Page Views: Here's How to Get Your Most Valuable Customers Engaged With Your Web Site and Increase Your Bottom Line	2008-11-13	John Strabley	1340	0	CRM
The £500 Million Transpromo Opportunity: But Make Sure Your Message Lands in the Right Mailbox	2008-11-13	Yolanda Noble	421	0	Marketing
Trade Your Antique Technology for Cloud Computing and Take the Customer Experience to New Heights	2008-11-07	Manuel Martin	1305	0	Technology
In the Web 2.0 Age, Don't Ignore the Simplest Way to Find Out What Customers Want	2008-11-07	Jerry Sparger	747	0	Sales
Three Social Media Strategies Can Stack the Deck in Your Favor When Prospects Search	2008-10-31	John I. Todor, Ph.D.	967	2	CRM
How Can an Awesome Online Experience Get Better? Here's Some (Unsolicited) Web 2.0 Advice for Manhattan's FreshDirect	2008-10-31	Akin Arikan	1089	1	CEO
Loyalty Begins With the Right Customers: Pinpoint Your Marketing Efforts Through Smart Segmentation	2008-10-24	Laura Patterson, VisionEdge Marketing, and Bruce Milne	1074	0	Marketing
Don't Drop Customer-Centric Programs Just Because They Don't Fit the System	2008-10-24	Alan J. Zell	588	0	Technology
A Troubled General Motors Blogs to Connect With Customers	2008-10-17	Vandana Ahuja	1648	0	CRM
If You Can't Get No Satisfaction, Trade Ratings for Truly Understanding Behavior	2008-10-17	Michael W. Lowenstein, Ph.D., CMC	673	0	CEO
Tighten Your Customer Experience Belt in a Credit Crunch Only if You Want to Be Left Behind	2008-10-10	Colin Shaw	1113	1	CRM
Targeted Loyalty Programs Can Help You Ride Out a Slowing Economy	2008-10-10	Andy Wood	916	0	Marketing
Grumpy Old Men in Gun Stores: Employee Recruitment Can Mean Everything to Your Customers	2008-10-03	Jill Griffin	1270	1	CEO
Sweat the Small Stuff! Those Little Things You Do Can Win Fans or Tick People Off	2008-10-02	Howard Schneider	988	1	Marketing
Get Out of Your Comfort Zone to Measure What Matters to Customers	2008-09-26	Jim Barnes	1659	3	CEO
You Can Craft a Commission Plan to Make Reps and Managers Winners	2008-09-26	Alan J. Zell	773	0	Sales
Don't Pin Your Salespeople to Traditional Metrics—and Unprofitable Deals	2008-09-19	Chris Stiehl	1386	1	Sales
Shooting for the Moon and Failing Isn't Such a Bad Thing	2008-09-19	Tim Phillips	751	0	Marketing
There's Something Wrong if Your People Are Hitting Their Marks and Your Customers Are Hitting the Road	2008-09-12	Bill Price	1056	2	Service
Not All Customers Are Alike: How ING Retooled Its Metrics and Doubled Its Conversion Rate	2008-09-12	Laura Patterson, VisionEdge Marketing, and Jason Horenci	1210	0	Marketing
The Winner's Curse: Sometimes It's Better to Lose a Sale	2008-09-08	Andrew Rudin	1584	2	Sales
As Enron Shows, Tying Everything to Profit Is Not the Way to Grow a Business	2008-09-08	Alison Bond	860	0	CEO
If Customers Say They're Happy, Why Are They Leaving?	2008-09-01	Colin Shaw	2446	5	Marketing
Guess What? If Your Workers Are Rewarded for Helping the Customer, They'll Help the Customer	2008-08-29	Naeem Zafar and Mei Lin Fung	1401	0	Service
Stop Telling Your Employees How to Think	2008-08-22	Alison Bond and Trevor Millard	1706	1	CEO
Tear Down Departmental Boundaries and Stop Shooting Yourself in the Foot	2008-08-22	Jerry Sparger	1149	2	CRM
Take It From Ritz-Carlton: Data Is Nothing Without the Personal Touches	2008-08-18	Joseph Michelli, Ph.D.	3503	3	CRM
Nurture Passion in Your Employees—and Customers	2008-08-18	Bob Furniss	1104	2	Service
Product Innovation Is Wired Into Apple's DNA, and It Shows	2008-08-11	Denis Pombriant	1647	0	CRM
That Gee-Whiz Technology and Souped Up Strategy Won't Get Your Company in Gear Without a Fine-Tuned Process	2008-08-11	Dick Lee	976	1	CEO
How Do You Sell Cars? Forget Big Change and Just Focus on Making a Strategic Connection to Your Customers	2008-08-04	Silvana Buljan	1846	3	CRM
The Wedding Registry: Automation Killed an Age-Old Focus on the Customer	2008-08-04	Alan J. Zell	1141	2	CRM
Fasten Your Seat Belts. Cloud Computing Will Change the Way You Do Business	2008-07-28	Bob Thompson	2738	0	Technology
When a Smart Phone Was Too Smart: Why a Major Telco Bucked the Technology-Buying Paradigm	2008-07-28	Natalie L. Petouhoff, Ph.D.	1818	0	CEO
Get to Know Joe: Predictive Analytics Can Create Utopia for Your Most Valuable Customers	2008-07-21	Michele Eggers	2115	0	Marketing
Arm Your Sales Reps With Knowledge: The Experian SKM Story	2008-07-21	Jim Dickie	1219	0	Sales
"Please Enter Your Number. Please Enter Your Number"; Contact Technology Shouldn't Be This Hard	2008-07-14	Bill Price	1624	0	Service
If Analytics Isn't Your Core Strength, Turn Your Data Over to People Who Can Tell You All About Your Own Customers	2008-07-14	Michael Caccavale	1504	0	Marketing
Technology Needs to Enable, Not Inhibit, Excellent Service	2008-07-07	Shaun Smith	1783	1	CEO

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Global Customer Experience Management Certification Program

[Feb. 5-6, Dubai; March 3-4, London] 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.