• November 12, 2008 12 Nov'08

    Improving customer service through excellence: Chapter download series

    This three-part chapter download series features chapter excerpts from expert Lior Arussy's new book, Excellence Every Day. In each chapter, Arussy discusses his theories on excellence, motivation and customer satisfaction, and explains how ...  Continue Reading

  • November 11, 2008 11 Nov'08

    Customer retention management

    Most experts will tell you that retaining a customer is easier (and more cost-effective) than aquiring a new one. Because of this, it's important that all companies have established customer retention strategies. In this chapter excerpt, you'll find...  Continue Reading

  • November 11, 2008 11 Nov'08

    Creating positive customer retention strategies

    Is your organization deploying positive customer retention strategies or negative ones? In this chapter excerpt, learn about a number of positive customer retention strategies, including how to add customer-perceived value, create social and ...  Continue Reading

  • November 11, 2008 11 Nov'08

    Customer development and termination strategies

    As most successful CRM practitioners know, there's a time to develop customer relationships and a time to unload unprofitable customers. In this chapter excerpt, learn strategies for developing profitable customers and get tips for using CRM ...  Continue Reading

  • November 11, 2008 11 Nov'08

    Customer retention vs. value retention

    Studies have shown that many customers are more likely to change their buying behavior than they are to defect. Because of this, it's important that companies not only manage customer retention, but keep an eye on value retention as well. In this ...  Continue Reading

  • November 11, 2008 11 Nov'08

    Understanding customer commitment

    Research shows that there are three forms of customer commitment: relational commitment, instrumental commitment and value-based commitment. In this chapter, learn about all three types of customer commitments and get key performance indicators (...  Continue Reading

  • November 10, 2008 10 Nov'08

    What might a recession mean for CRM and Web 2.0?

    With Web 2.0 ROI examples difficult to come by and organizations cautious about spending in a recession, companies must carefully evaluate projects.  Continue Reading

  • November 04, 2008 04 Nov'08

    Salesforce.com launches website-building tools at Dreamforce

    Salesforce.com launched website-building tools that will replace website-building software for some customers, at the 2008 Dreamforce user conference.  Continue Reading

  • November 03, 2008 03 Nov'08

    SIP in the call center: Top 10 buzzwords

    In many of today's call centers, session initiation protocol (SIP) allows customers and call center agents to connect through various forms of multimedia communications. We've gathered these terms and definitions to help you better understand SIP ...  Continue Reading

  • November 03, 2008 03 Nov'08

    SOA and CRM: Top 10 headlines

    A service-oriented architecture (SOA) can help enable integration between CRM and other applications in the enterprise. These headlines will get you up to date on the latest news and information on SOA and CRM.  Continue Reading