Customer experience management:

• Training call center agents using bad customer service experiences

  Answer - Expert Lior Arussy explains whether or not call center managers should train their agents by using examples of bad customer experiences in this expert answer. 15 July 2008

• CRM failure: The top six reasons CRM programs fail

  Answer - Lior Arussy gives the top six reasons CRM programs fail in this expert tip. 05 June 2008

• Defining and delivering a great customer experience

  Answer - Defining what a great customer experience is for your customers is no easy task. Lior Arussy gives tips for delivering valuable and profitable customer experiences. 25 March 2008

• Monitoring the customer experience in the call center

  Answer - Expert Lior Arussy explains why call centers cannot measure customer experiences in real time. 25 March 2008

• The role and responsibility of a customer relationship manager

  Answer - Learn about the role of a customer relationship manager in this expert response 15 February 2008

• What are the basic needs of customers?

  Answer - Lior Arussy explains the basic needs of customers in this expert response. 14 February 2008

• CEM software: How does it compare to CRM software?

  Answer - Expert Lior Arussy explains the difference between CRM and CEM systems and gives tips on how to determine which is right for your business. 26 November 2007

• Can we lower average handle time and still provide excellent service?

  Answer - Expert Lior Arussy gives tips on reducing average handling time and keeping the customer happy. 26 November 2007

• How are current trends affecting marketing strategies?

  Answer - Expert Lior Arussy discusses how businesses are adapting their marketing strategies to meet their customer's changing expectations. 26 November 2007

• How much do we need to know about every customer experience?

  Answer - Experts Don Peppers and Martha Rogers answer a question about the importance of knowing your customer's past experiences when building a relationship. 30 October 2007