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  • Self-service scored in recent ranking

    A new ranking system attempts to sort out the leaders in the self-service market.  Article | 18 May 2005

  • Five basic steps to a multichannel customer strategy

    Tracking and serving customers across multiple channels can be one of the most difficult aspects of CRM. Here are some fundamental principles to keep in mind.  Article | 24 Mar 2005

  • Study: eBay, Amazon see declining customer satisfaction marks

    E-commerce giants Amazon.com and eBay saw their usually high scores in customer satisfaction fall off after a shift in business strategy, according to a recent report.  Article | 15 Feb 2005

  • Siebel gets into e-billing with purchase of Edocs

    Siebel has extended its reach into self-service technology and e-billing with the purchase of edocs.  Article | 17 Dec 2004

  • Mailbag: E-tail errors: What's an online store to do?

    Does an e-tailer have a right to correct a pricing mistake after a shopper has checked out? Our readers share their thoughts.  Article | 09 Dec 2004

  • The (other) big payoff from self-service

    From online support and e-billing, to self-check kiosks like the ones we all see sprouting up in grocery stores and airport terminals, self-service has gone mainstream.  Column | 04 Nov 2004

  • The sure-fire insight into customers

    Organizations strive to learn what their customers are thinking through detailed analysis and sophisticated technology, but sometimes it's easier just to ask them.  Article | 29 Oct 2004

  • Five dirty little secrets of CRM

    All areas of business have their misconceptions, myths and mistakes. It just seems that CRM has more than most industries. Several analysts point out the ones they've seen.  Article | 16 Sep 2004

  • Charging for service

    Airlines are rushing to charge their customers for speaking with a live agent. It may be needed in a highly competitive industry but don't expect the practice to spread, says one analyst.  Article | 14 Sep 2004

  • Bush, Kerry sites get vetoed

    If you think your corporate Web site is poorly designed, it's probably better than the site of the next U.S. president, a recent review found.  Article | 05 Aug 2004

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