Articles in all categories http://www.customerthink.com/all_articles/%2A All Articles en Tighten Your Customer Experience Belt in a Credit Crunch Only if You Want to Be Left Behind http://www.customerthink.com/article/tighten_customer_experience_belt_left_behind http://www.customerthink.com/article/tighten_customer_experience_belt_left_behind#comments CEO CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management CRM Planning: Strategy CRM Planning: Alignment Industry: Transportation / Travel / Leisure Fri, 10 Oct 2008 00:00:01 -0500 colin_shaw 203512 at http://www.customerthink.com Targeted Loyalty Programs Can Help You Ride Out a Slowing Economy http://www.customerthink.com/article/targeted_loyalty_ride_out_slow_economy http://www.customerthink.com/article/targeted_loyalty_ride_out_slow_economy#comments Marketing CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management CRM Planning: Strategy Industry: Retail Sales Fri, 10 Oct 2008 00:00:00 -0500 andy_wood 203511 at http://www.customerthink.com Grumpy Old Men in Gun Stores: Employee Recruitment Can Mean Everything to Your Customers http://www.customerthink.com/article/grumpy_old_men_gun_stores_employee_recruit http://www.customerthink.com/article/grumpy_old_men_gun_stores_employee_recruit#comments CEO Service CRM Popular Topics: Contact Center CRM Planning: Strategy CRM Planning: Alignment Fri, 3 Oct 2008 07:00:00 -0500 jill_griffin 203283 at http://www.customerthink.com Sweat the Small Stuff! Those Little Things You Do Can Win Fans or Tick People Off http://www.customerthink.com/article/sweat_small_stuff_little_things_important http://www.customerthink.com/article/sweat_small_stuff_little_things_important#comments Marketing Service CRM CRM Planning: Strategy CRM Planning: Alignment Industry: Retail Sales Industry: Telecommunications Thu, 2 Oct 2008 06:30:00 -0500 howard_schneider 203282 at http://www.customerthink.com Get Out of Your Comfort Zone to Measure What Matters to Customers http://www.customerthink.com/article/performance_comfort_zone_measure_matters http://www.customerthink.com/article/performance_comfort_zone_measure_matters#comments CEO CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management Popular Topics: Performance Management CRM Planning: Strategy CRM Planning: Metrics CRM Planning: Alignment Fri, 26 Sep 2008 05:05:00 -0500 jim_barnes 203050 at http://www.customerthink.com You Can Craft a Commission Plan to Make Reps and Managers Winners http://www.customerthink.com/article/craft_commission_win_sales_reps_company http://www.customerthink.com/article/craft_commission_win_sales_reps_company#comments Sales CRM Popular Topics: Customer Experience Management Popular Topics: Performance Management CRM Planning: Metrics CRM Planning: Alignment Industry: Retail Sales Fri, 26 Sep 2008 05:00:00 -0500 azell 203049 at http://www.customerthink.com Don't Pin Your Salespeople to Traditional Metrics—and Unprofitable Deals http://www.customerthink.com/article/dont_pin_salespeople_traditional_metrics http://www.customerthink.com/article/dont_pin_salespeople_traditional_metrics#comments Sales CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management Popular Topics: Performance Management Popular Topics: Voice of Customer CRM Planning: Metrics CRM Planning: Alignment Fri, 19 Sep 2008 07:00:00 -0500 chris_stiehl 202854 at http://www.customerthink.com Shooting for the Moon and Failing Isn't Such a Bad Thing http://www.customerthink.com/article/shooting_moon_failing_not_bad http://www.customerthink.com/article/shooting_moon_failing_not_bad#comments CEO Marketing CRM Popular Topics: Performance Management CRM Planning: Strategy CRM Planning: Metrics Fri, 19 Sep 2008 06:57:00 -0500 tim_phillips 202853 at http://www.customerthink.com There's Something Wrong if Your People Are Hitting Their Marks and Your Customers Are Hitting the Road http://www.customerthink.com/article/people_hit_marks_customers_hit_road http://www.customerthink.com/article/people_hit_marks_customers_hit_road#comments Service CRM Popular Topics: Contact Center Popular Topics: Performance Management CRM Planning: Metrics CRM Planning: Alignment Industry: Computers / Technology Fri, 12 Sep 2008 08:00:00 -0500 bill_price 202483 at http://www.customerthink.com Not All Customers Are Alike: How ING Retooled Its Metrics and Doubled Its Conversion Rate http://www.customerthink.com/article/not_all_customers_alike_ing_retool_metrics http://www.customerthink.com/article/not_all_customers_alike_ing_retool_metrics#comments Marketing Popular Topics: Performance Management CRM Planning: Metrics Industry: Financial Services Fri, 12 Sep 2008 07:58:00 -0500 patterson_horenci 202480 at http://www.customerthink.com The Winner's Curse: Sometimes It's Better to Lose a Sale http://www.customerthink.com/article/winners_curse_sometimes_better_lose_sale http://www.customerthink.com/article/winners_curse_sometimes_better_lose_sale#comments Sales CRM Popular Topics: Customer Experience Management Popular Topics: Voice of Customer CRM Planning: Metrics Industry: Printing and Publishing Mon, 8 Sep 2008 08:00:00 -0500 andrew_rudin 202208 at http://www.customerthink.com As Enron Shows, Tying Everything to Profit Is Not the Way to Grow a Business http://www.customerthink.com/article/enron_profit_not_grow_business http://www.customerthink.com/article/enron_profit_not_grow_business#comments CEO CRM Popular Topics: Customer Loyalty Management Popular Topics: Performance Management Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Metrics CRM Planning: Alignment Mon, 8 Sep 2008 07:58:00 -0500 alison_bond 202207 at http://www.customerthink.com If Customers Say They're Happy, Why Are They Leaving? http://www.customerthink.com/article/customers_say_happy_why_leaving http://www.customerthink.com/article/customers_say_happy_why_leaving#comments CEO Marketing CRM Popular Topics: Customer Experience Management Popular Topics: Customer Intelligence Popular Topics: Customer Loyalty Management Popular Topics: Performance Management CRM Planning: Strategy CRM Planning: Metrics Industry: Hospitality / Entertainment Industry: Transportation / Travel / Leisure Industry: Utilities / Energy Fri, 29 Aug 2008 06:00:00 -0500 colin_shaw 201933 at http://www.customerthink.com Guess What? If Your Workers Are Rewarded for Helping the Customer, They'll Help the Customer http://www.customerthink.com/article/reward_workers_for_helping_customers http://www.customerthink.com/article/reward_workers_for_helping_customers#comments CEO Service CRM Popular Topics: Customer Loyalty Management Popular Topics: Performance Management Popular Topics: Voice of Customer CRM Planning: Metrics CRM Planning: Alignment Fri, 29 Aug 2008 05:58:00 -0500 zafar_fung 201932 at http://www.customerthink.com Stop Telling Your Employees How to Think http://www.customerthink.com/article/stop_telling_your_employees_how_think http://www.customerthink.com/article/stop_telling_your_employees_how_think#comments CEO CRM CRM Planning: Strategy CRM Planning: Alignment CRM Planning: Redesign Fri, 22 Aug 2008 08:00:00 -0500 bond_millard 201584 at http://www.customerthink.com Tear Down Departmental Boundaries and Stop Shooting Yourself in the Foot http://www.customerthink.com/article/tear_down_departmental_boundaries http://www.customerthink.com/article/tear_down_departmental_boundaries#comments CEO CRM CRM Planning: Alignment CRM Planning: Redesign Fri, 22 Aug 2008 07:58:00 -0500 jerry_sparger 201583 at http://www.customerthink.com Take It From Ritz-Carlton: Data Is Nothing Without the Personal Touches http://www.customerthink.com/article/data_nothing_personal_ritz_carlton http://www.customerthink.com/article/data_nothing_personal_ritz_carlton#comments Service CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management Popular Topics: Performance Management Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Alignment Industry: Transportation / Travel / Leisure Mon, 18 Aug 2008 08:00:00 -0500 joseph_michelli 201302 at http://www.customerthink.com Nurture Passion in Your Employees—and Customers http://www.customerthink.com/article/nurture_passion_employees http://www.customerthink.com/article/nurture_passion_employees#comments CEO Service CRM Popular Topics: Customer Loyalty Management Popular Topics: Performance Management CRM Planning: Alignment Industry: Computers / Technology Mon, 18 Aug 2008 07:58:00 -0500 bob_furniss 201301 at http://www.customerthink.com Product Innovation Is Wired Into Apple's DNA, and It Shows http://www.customerthink.com/article/product_innovation_wired_apple_dna http://www.customerthink.com/article/product_innovation_wired_apple_dna#comments CEO Marketing Service CRM CRM Planning: Strategy CRM Planning: Alignment Industry: Computers / Technology Industry: Fast-Moving Consumer Goods Mon, 11 Aug 2008 08:00:00 -0500 denis_pombriant 200936 at http://www.customerthink.com That Gee-Whiz Technology and Souped Up Strategy Won't Get Your Company in Gear Without a Fine-Tuned Process http://www.customerthink.com/article/gee_whiz_technology_useless_without_process http://www.customerthink.com/article/gee_whiz_technology_useless_without_process#comments CEO Technology CRM CRM Planning: Strategy CRM Planning: Alignment CRM Planning: Redesign Mon, 11 Aug 2008 07:58:00 -0500 dick_lee 200940 at http://www.customerthink.com How Do You Sell Cars? Forget Big Change and Just Focus on Making a Strategic Connection to Your Customers http://www.customerthink.com/article/how_sell_cars_forget_big_change http://www.customerthink.com/article/how_sell_cars_forget_big_change#comments Sales Service CRM Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Alignment CRM Planning: Redesign Industry: Fast-Moving Consumer Goods Industry: Retail Sales Industry: Transportation / Travel / Leisure Mon, 4 Aug 2008 08:00:00 -0500 silvana_buljan 200204 at http://www.customerthink.com The Wedding Registry: Automation Killed an Age-Old Focus on the Customer http://www.customerthink.com/article/automation_kill_customer_focus http://www.customerthink.com/article/automation_kill_customer_focus#comments Sales Service Technology CRM CRM Planning: Strategy CRM Planning: Alignment CRM Planning: Technology Industry: Retail Sales Mon, 4 Aug 2008 07:58:00 -0500 azell 200205 at http://www.customerthink.com Fasten Your Seat Belts. Cloud Computing Will Change the Way You Do Business http://www.customerthink.com/article/cloud_computing_will_change_your_business http://www.customerthink.com/article/cloud_computing_will_change_your_business#comments Technology Popular Topics: Technology Industry Analysis Popular Topics: Customer Information Architecture CRM Planning: Technology Industry: Computers / Technology Industry: Healthcare Services Mon, 28 Jul 2008 08:00:00 -0500 bob_thompson 200248 at http://www.customerthink.com When a Smart Phone Was Too Smart: Why a Major Telco Bucked the Technology-Buying Paradigm http://www.customerthink.com/article/when_smart_phone_was_too_smart http://www.customerthink.com/article/when_smart_phone_was_too_smart#comments CEO Service Technology CRM Popular Topics: Contact Center Popular Topics: Customer Experience Management CRM Planning: Alignment CRM Planning: Redesign CRM Planning: Technology Industry: Telecommunications Mon, 28 Jul 2008 07:58:00 -0500 natalie_petouhoff 200201 at http://www.customerthink.com Get to Know Joe: Predictive Analytics Can Create Utopia for Your Most Valuable Customers http://www.customerthink.com/article/predictive_analytics_can_create_utopia http://www.customerthink.com/article/predictive_analytics_can_create_utopia#comments CEO Marketing Technology Popular Topics: Customer Intelligence CRM Planning: Technology Industry: Financial Services Mon, 21 Jul 2008 08:00:00 -0500 michele_eggers 199930 at http://www.customerthink.com Arm Your Sales Reps With Knowledge: The Experian SKM Story http://www.customerthink.com/article/arm_your_sales_reps_knowledge_experian_skm http://www.customerthink.com/article/arm_your_sales_reps_knowledge_experian_skm#comments Sales Technology CRM CRM Planning: Strategy CRM Planning: Alignment CRM Planning: Technology Industry: Business / Legal Services Mon, 21 Jul 2008 05:00:00 -0500 jim_dickie 199925 at http://www.customerthink.com "Please Enter Your Number. Please Enter Your Number"; Contact Technology Shouldn't Be This Hard http://www.customerthink.com/article/please_enter_number_please_enter_number http://www.customerthink.com/article/please_enter_number_please_enter_number#comments Service Technology CRM Popular Topics: Contact Center Popular Topics: Customer Experience Management Popular Topics: Customer Intelligence Popular Topics: Customer Loyalty Management CRM Planning: Alignment CRM Planning: Redesign CRM Planning: Technology Mon, 14 Jul 2008 08:00:00 -0500 bill_price 199591 at http://www.customerthink.com If Analytics Isn't Your Core Strength, Turn Your Data Over to People Who Can Tell You All About Your Own Customers http://www.customerthink.com/article/turn_analytics_over_experts http://www.customerthink.com/article/turn_analytics_over_experts#comments Marketing Technology CRM Popular Topics: Customer Intelligence CRM Planning: Strategy CRM Planning: Technology Industry: Telecommunications Mon, 14 Jul 2008 07:59:00 -0500 michael_caccavale 199589 at http://www.customerthink.com Technology Needs to Enable, Not Inhibit, Excellent Service http://www.customerthink.com/article/technology_enable_excellent_service http://www.customerthink.com/article/technology_enable_excellent_service#comments CEO Marketing Sales 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: Alignment CRM Planning: Technology Industry: Financial Services Mon, 7 Jul 2008 08:00:00 -0500 Shaun Smith 199337 at http://www.customerthink.com What Does It Mean When a Customer Stops Buying Pasta Sauce?: EBM Sparks Up Direct Marketing http://www.customerthink.com/article/meaning_customer_stops_buying_pasta_sauce http://www.customerthink.com/article/meaning_customer_stops_buying_pasta_sauce#comments Marketing Technology CRM Popular Topics: Customer Intelligence CRM Planning: Strategy CRM Planning: Technology Industry: Retail Sales Mon, 7 Jul 2008 07:59:00 -0500 dan_smith 199339 at http://www.customerthink.com Manage Your Data Well, and Your Service Contracts Will Increase Your Revenue Stream—and Your Customer Focus http://www.customerthink.com/article/manage_data_well_increase_revenue http://www.customerthink.com/article/manage_data_well_increase_revenue#comments Sales Service Technology CRM Popular Topics: Contact Center Popular Topics: Customer Loyalty Management CRM Planning: Strategy CRM Planning: Technology Industry: Retail Sales Mon, 7 Jul 2008 07:58:00 -0500 scott_herron 199338 at http://www.customerthink.com Sales Technology Should Help Customers Help Their Customers http://www.customerthink.com/article/sales_technology_customers_help_customers http://www.customerthink.com/article/sales_technology_customers_help_customers#comments Sales Technology CRM Popular Topics: Customer Intelligence Popular Topics: Customer Loyalty Management CRM Planning: Strategy CRM Planning: Technology Industry: Retail Sales Mon, 30 Jun 2008 07:59:00 -0500 azell 199041 at http://www.customerthink.com Have the Customer at the Heart of What You Do and Your Business Will Benefit http://www.customerthink.com/article/customer_heart_what_you_do_benefit http://www.customerthink.com/article/customer_heart_what_you_do_benefit#comments CEO Marketing Service CRM Popular Topics: Contact Center Popular Topics: Performance Management CRM Planning: Strategy CRM Planning: Metrics Mon, 23 Jun 2008 08:00:00 -0500 alison_bond 198680 at http://www.customerthink.com Spinning Straw Into Gold: Turn Customer Feedback Into Business Success http://www.customerthink.com/article/spinning_straw_gold_turn_customer_feedback http://www.customerthink.com/article/spinning_straw_gold_turn_customer_feedback#comments Marketing Sales 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: Alignment CRM Planning: Technology Industry: Financial Services Industry: Transportation / Travel / Leisure Mon, 23 Jun 2008 07:59:00 -0500 richard_morrison 198679 at http://www.customerthink.com There's Something Much Better for Small Businesses Than Spreadsheets: Customizable CRM Software http://www.customerthink.com/article/spreadsheet_small_business_customizable http://www.customerthink.com/article/spreadsheet_small_business_customizable#comments Sales Service Technology Enterprise Size: Medium Business Enterprise Size: Small Business Popular Topics: Customer Experience Management Popular Topics: Customer Intelligence CRM Planning: Technology Industry: Telecommunications Mon, 23 Jun 2008 07:58:00 -0500 paul_johnston 198678 at http://www.customerthink.com Your Contact Center Can Bolster Retention, Drive Value and Lower Your Costs—if You'd Just Stop Ignoring It http://www.customerthink.com/article/contact_center_bolster_retention_dont_ignore http://www.customerthink.com/article/contact_center_bolster_retention_dont_ignore#comments CEO Service CRM Popular Topics: Contact Center Popular Topics: Performance Management CRM Planning: Strategy CRM Planning: Metrics CRM Planning: Alignment Mon, 16 Jun 2008 08:00:00 -0500 david_rance 198379 at http://www.customerthink.com Are Customers As Loyal As Puppies? Then Why Do They Often Follow the Salesperson Out the Door? http://www.customerthink.com/article/customers_loyal_puppies_follow_salesperson http://www.customerthink.com/article/customers_loyal_puppies_follow_salesperson#comments Sales CRM Popular Topics: Customer Loyalty Management CRM Planning: Strategy CRM Planning: Alignment Mon, 16 Jun 2008 07:59:00 -0500 chris_stiehl 198375 at http://www.customerthink.com Advisory Boards: Innovation Means Knowing What Your Customers Want http://www.customerthink.com/article/advisory_boards_innovation_know_customers_want http://www.customerthink.com/article/advisory_boards_innovation_know_customers_want#comments Marketing CRM Popular Topics: Customer Experience Management Popular Topics: Customer Intelligence Popular Topics: Voice of Customer CRM Planning: Strategy Industry: Computers / Technology Mon, 16 Jun 2008 07:58:00 -0500 laura_patterson 198374 at http://www.customerthink.com A Radical Thought: Focus on Your Profitable Customers http://www.customerthink.com/article/radical_thought_focus_profitable_customers http://www.customerthink.com/article/radical_thought_focus_profitable_customers#comments CEO Marketing CRM Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy Mon, 9 Jun 2008 08:00:00 -0500 Shaun Smith 198151 at http://www.customerthink.com The Night the System Played Santa: IT and the Front Office Create Magic for Your Customers When They Work Together http://www.customerthink.com/article/night_system_played_santa_it_front_office http://www.customerthink.com/article/night_system_played_santa_it_front_office#comments Marketing Service Technology Popular Topics: Contact Center Popular Topics: Customer Loyalty Management Popular Topics: Social Web CRM Planning: Alignment CRM Planning: Technology Industry: Computers / Technology Industry: Telecommunications Mon, 9 Jun 2008 07:59:00 -0500 denis_pombriant 198150 at http://www.customerthink.com What If the Person Building Your Product Met the Customer Who Would Be Buying It? http://www.customerthink.com/article/person_building_met_customer_buying http://www.customerthink.com/article/person_building_met_customer_buying#comments Sales Service CRM Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Alignment Industry: Fast-Moving Consumer Goods Industry: Retail Sales Mon, 9 Jun 2008 07:58:00 -0500 chris_stiehl 198149 at http://www.customerthink.com Make Your Organization Sustainable: Align It to the Benefits Customers Want http://www.customerthink.com/article/make_organization_sustainable_align http://www.customerthink.com/article/make_organization_sustainable_align#comments Marketing Service CRM Popular Topics: Contact Center Popular Topics: Customer Intelligence Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer Industry: Financial Services Mon, 2 Jun 2008 08:00:00 -0500 alison_bond 197591 at http://www.customerthink.com For Your Business To Thrive, Concentrate on All Three Types of Customers http://www.customerthink.com/article/business_thrive_three_customers http://www.customerthink.com/article/business_thrive_three_customers#comments Sales Service CRM CRM Planning: Strategy CRM Planning: Alignment Industry: Retail Sales Mon, 2 Jun 2008 07:59:00 -0500 azell 197588 at http://www.customerthink.com It's Time for "Trickle Up" Economics http://www.customerthink.com/article/its_time_trickle_economics http://www.customerthink.com/article/its_time_trickle_economics#comments CEO CRM Popular Topics: Customer Loyalty Management CRM Planning: Strategy Industry: Financial Services Mon, 2 Jun 2008 07:58:00 -0500 dick_lee 197584 at http://www.customerthink.com "Because I Said So" Doesn't Cut It: Build Bonds With Your Employees to Enhance Your Customer Relationships http://www.customerthink.com/article/because_i_said_so_doesnt_cut_it http://www.customerthink.com/article/because_i_said_so_doesnt_cut_it#comments Service CRM Popular Topics: Contact Center CRM Planning: Alignment Industry: Healthcare Services Mon, 26 May 2008 08:00:00 -0500 bob_furniss 3663 at http://www.customerthink.com Do Your Call Center Workers Like Working There? They Should! http://www.customerthink.com/article/do_call_center_workers_like_working http://www.customerthink.com/article/do_call_center_workers_like_working#comments Service CRM Popular Topics: Contact Center Popular Topics: Customer Loyalty Management CRM Planning: Strategy CRM Planning: Metrics CRM Planning: Alignment Mon, 26 May 2008 07:59:00 -0500 chris_stiehl 3662 at http://www.customerthink.com Transform the Contact Center From a Boiler Room to a Shark Tank for Your Sales Staff http://www.customerthink.com/article/transform_contact_center_shark_tank http://www.customerthink.com/article/transform_contact_center_shark_tank#comments Sales Technology Popular Topics: Contact Center CRM Planning: Strategy CRM Planning: Technology Industry: Advertising / Media / Public Relations Mon, 26 May 2008 07:58:00 -0500 kevin_turner 3664 at http://www.customerthink.com What Else Can You Do for Me? Nothing! http://www.customerthink.com/article/what_else_can_you_do_me http://www.customerthink.com/article/what_else_can_you_do_me#comments CEO Sales Service CRM Popular Topics: Contact Center Popular Topics: Customer Experience Management Popular Topics: Customer Loyalty Management Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Alignment Industry: Financial Services Mon, 19 May 2008 08:00:00 -0500 chris_stiehl 3615 at http://www.customerthink.com Self-Service Customers Are Choosing Speech Recognition http://www.customerthink.com/article/self_service_customers_are_choosing_speech http://www.customerthink.com/article/self_service_customers_are_choosing_speech#comments Service Technology Popular Topics: Contact Center Popular Topics: Customer Experience Management CRM Planning: Technology Mon, 19 May 2008 07:59:00 -0500 peter_chidiac 3614 at http://www.customerthink.com A Telcom's CRM System Shouldn't Add Static to the Contact Center http://www.customerthink.com/article/dont_add_static_contact_center http://www.customerthink.com/article/dont_add_static_contact_center#comments Marketing Service Technology CRM Popular Topics: Contact Center Popular Topics: Customer Experience Management Popular Topics: Customer Intelligence Popular Topics: Voice of Customer CRM Planning: Strategy CRM Planning: Alignment CRM Planning: Technology Mon, 19 May 2008 07:58:00 -0500 andrew_rudin 3613 at http://www.customerthink.com