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Dec. 10, 2007

CustomerThink Advisor

'Tis the Season To Grumble

It's my "buy everything I can online" season, and I've already had to complain to two companies about my orders. Oh and I almost forgot about a third company that sent me everything I ordered correctly next day at no extra charge. Guess which one I'd recommend? While so many of us are pressing retailers' buttons, it's a good time to read guru Jim Barnes's prediction that the next customer management area in need of good research is service.

Howard Schneider and Graham Hill are the new Best Author winners, for their contributions in November. Schneider's topical Lies, Damned Lies and Customer Data: Past Behavior Is No Guarantee of Future Results on businesses' laziness in their use of customer data generated a lot of discussion. Hill, who was this year's top blogger by a landslide and capped off the year with eight posts, once again stirred up some good debate about What Exactly Is CRM?

Gwynne Young
Managing Editor, CustomerThink

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Articles	Blogs
What Are They Really Telling Us When They Say Service Stinks? By Jim Barnes, Barnes Marketing Associates Inc. There is an obvious need for companies to broaden their view of service as seen through the eyes of their customers. It's Not Very Sexy, But You're Going To Hear a Lot About Governance, Risk and Compliance By Denis Pombriant, Beagle Research Group, LLC Start a Trend: Treat Your Sales Staff Like Customers By Chris Stiehl, StiehlWorks	The Curse of Knowledge By Andrew Rudin, Outside Technologies, Inc. Five Steps To Understanding Customer Retention By Elana Anderson, NxtERA Marketing 22 Tips To Use at a Networking Event By Mark Hunter, The Sales Hunter Overcoming Emotional Barriers to Customer Engagement By John I. Todor, Ph.D., The Whetstone Edge, LLC What Needs Process Fixin' in the Front Office? Six Quick Hits By Dick Lee, High-Yield Methods
Forum	News
Web-Based CRM Solution for Automotive Dealerships Coalition Loyalty Programs for Mobile Operators Can Retail and CRM Co-exist? Web 2.0 Pipeline Tools: Shootout? Need for an Easy-To-Use Case-Management Tool?	LiveTime adds JeOS to ITIL Service Management Software Selltis, LLC Raises Funding To Launch New Version of Hosted Customer Relationship Management (CRM) Software Xactly Appoints 25-Year Industry Veteran as SVP of Worldwide Operations Navigator Customer Management Introduces "Total Recall" Service Asigra and DS3 DataVaulting Accelerate Managed Backup Service Delivery Through the Channel

CustomerThink MarketPlace

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[Advisor] What Are They Really Telling Us When They Say Service Stinks?