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Customer Relationship Management: 20080101

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1. 'Your Call Automation Sucks' I'M THE EDITORIAL DIRECTOR of both CRM and Speech Technology magazines, so you can imagine my shock when I received an email with this column's ... (PERIODICAL ARTICLE) 2. Correction Correction: In our most recent "Secret of My Success" column (December 2007, page 45), the job title for the person profiled, Ozgur Tuzcu, was incorrect. (PERIODICAL ARTICLE) 3. No Rest for the Wiki HEADNOTE Don't worry: If you're not wiki-ing yet, you will be soon THERE'S AN OLD SAYING: Onceisan incident, twice is a coincidence-and three times is ... (PERIODICAL ARTICLE) 4. Fix What Works HEADNOTE The ever-evolving journey toward exceptional customer experience MUCH HAS BEEN WRITTEN about the importance of companies understanding and addressing customer needs. The majority of ... (PERIODICAL ARTICLE) 5. Setting the Pace, Winning the Race HEADNOTE In the contest for customers, providing a high-quality experience is how you cross the finish line first HAPPY NEW YEAR! It's2008, and the race ... (PERIODICAL ARTICLE) 6. Providing Answers is the Answer IMAGE ILLUSTRATION 1 It seems obvious, but the most important part of any CRM strategy should be to answer your customers' queries and concerns. Failure ... (PERIODICAL ARTICLE) 7. CRM as a Strategic Differentiator CRM's evolutionary path is based on one simple, yet deceptively complex tenet - provide the customer with outstanding service while optimizing company goals such as ... (PERIODICAL ARTICLE) 8. Moving Forward by Looking Forward: Customer Value Management in 2008 and... The Rosetta Stone of business is the ability to accurately predict each customer's "future value" to business performance. And while a customer's future value is ... (PERIODICAL ARTICLE) 9. ORACLE OPENWORLD 2007 HEADNOTE ON THE SCENE Even amid the late-year flurry of trade shows, user conferences, and product launches, Oracle OpenWorld has grown to a monstrous size-43,000 ... (PERIODICAL ARTICLE) 10. Facebook's About-Face HEADNOTE The social networking company introduced a marketing plan many of its members hated-and changed course accordingly IMAGE ILLUSTRATION 1 As if giving marketers access ... (PERIODICAL ARTICLE)
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