Customer experience management:

• How can understanding customer value lead to successful marketing?

  Answer - According to Lior Arussy, understanding customer value can lead to successful marketing if you target those customers with the highest potential value, not just those with the highest actual value. 27 April 2007

• How is relationship marketing changing the way marketers look at customers?

  Answer - Lior Arussy explains how the shift to relationship marketing from transactional marketing will impact organizations and customers in this expert tip. 27 April 2007

• Can our call center drop rude customers?

  Answer - In this tip, customer experience management expert Lior Arussy offers advice for handling rude customers, including tips on how to push them to the competition. 23 March 2007

• Can online customer service drive customer loyalty?

  Answer - Learn about the pros and cons of online customer service and how it can drive customer loyalty in this tip from Lior Arussy. 22 March 2007

• Data breach notification must demonstrate commitment to customer service

  Answer - Plan for a data breach and you'll be prepared when you need to notify customers. Lior Arussy advises that you focus on four things when reacting to a breach: speed of response, assuming responsibility, proactive guidance, and providing compensation. 22 March 2007