English Articles | |
| 1/1/2008 |
Customer Experience - Fulfilling the Promised
CRMXchange.com |
| 12/1/2007 |
Do You Care About Your Customers' Information?
CRMXchange.com |
| 11/1/2007 |
Customer Experience and Price Pressure: Why Do Customers Routinely Seek Discounts?
CRMXchange.com |
| 10/1/2007 |
In Customer Experience Change is Not an Option
CRMXchange |
| 10/1/2007 |
In Customer Experience Change is Not an Option
CRMXchange.com |
| 9/1/2007 |
The Personality of a Customer Experience Leader
CRMXchange.com |
| 8/1/2007 |
Is Your Customer Smart or Stupid?
CRMXchange.com |
| 7/1/2007 |
Customer Experience in Procedures and Processes or Why Customers Refuse To Follow The Rules?
CRMXchange.com |
| 6/11/2007 |
The Language of Customer Experience
Strativity Group |
| 5/1/2007 |
Customer Service as a Strategic Differentiator
CRMXchange.com |
| 4/1/2007 |
Effective Customer Complaints Handling
CRMXchange.com |
| 3/1/2007 |
Benchmarking or the Fear of Change and Innovation
CRMXChange.com |
| 2/1/2007 |
Follow the Rules & Avoid Any Thinking Or - We Don't Serve Customers
CRMXchange.com |
| 1/3/2007 |
The Only Question You Should Ask Yourself
CRMXchange.com |
| 12/1/2006 |
Departing From Your Customers — 'Goodbye' or 'Until We Meet Again?'
CRMXchange.com |
| 11/1/2006 |
What is the real value of your products?
CRMXchange.com |
| 10/1/2006 |
What Do You Call Your Customers?
CRMXchange.com |
| 9/1/2006 |
Don't Ask If You Can't Act
CRMXchange.com |
| 8/1/2006 |
Customer Surveys — What's The Purpose
CRMXchange.com |
| 7/1/2006 |
Redefining Self Service Experience — The Tribal Customer
CRMXchange.com |
| 6/21/2006 |
Making the Strategic Choice
Human Resource Institute |
| 6/6/2006 |
Redefining the Self Service Experience — The Utilitarian Customer
CRMXchange.com |
| 5/1/2006 |
Short Term Revenues at the Price of Long Term Loyalty
CRMXchange.com |
| 4/1/2006 |
Captive Customers - Reality Or Fiction?
CRMXchange.com |
| 3/1/2006 |
Chainsaw And The Art Of Amazing Customer Experience
CRMXchange.com |
| 2/1/2006 |
Perfecting The Art Of Problem Resolution
CRMXchange.com |
| 1/24/2006 |
The Biggest Enemy of Customer Strategies
Strativity Group |
| 1/1/2006 |
Is Your Product Really That Great?
Loyalty programs won't work if a company's core product or service is perceived to have little or no value. |
| 1/1/2006 |
How To Create A Great Customer Experience
CRMXchange.com |
| 12/1/2005 |
Where Do We Get Started? — The Quick Hits Are Under Your Nose!
CRMXchange.com |
| 11/1/2005 |
The Art of Selling IT
Capture cooperation and excitement around CRM technology for its full benefits. |
| 10/3/2005 |
Delighting Customers One Clip At A Time
CRMXChange.com |
| 9/3/2005 |
Decisions at The Moment of Truth
CRMXChange.com |
| 9/1/2005 |
Find Out What Employees Are Afraid Of
Fear keeps many workers from reaching their full level of commitment and productivity. |
| 8/2/2005 |
Products as a Personal Expression
CRMXChange.com |
| 7/14/2005 |
If You Benchmark, You'll Find Customer-Centricity Sells Itself
CRMGuru |
| 7/2/2005 |
A Question Of Execution
CRMXChange.com |
| 7/1/2005 |
The Search for Growth Through Innovation
G.E. reevaluates its efficiency-related efforts. |
| 6/3/2005 |
Why Aren't They Selling More?
CRMXChange.com |
| 5/4/2005 |
So Do You Really Love Your Customers?
Lior Arussy reports on ground-breaking global comparative research that drills down into what organisations really think about their relationships with customers – with some surprising and disturbing results.Customer Management |
| 5/2/2005 |
The Power to Serve
Let employees make mistakes--you'll be better off. |
| 4/24/2005 |
Passionate Employees Are the Fast Track to Revenue Growth
CRMGuru |
| 4/22/2005 |
Make Customer Strategies Work: An Interview With Lior Arussy
In today's business world, there is a serious disconnect between intentions and executions, says Lior Arussy, author of Passionate & Profitable: Why Customers Strategies Fail and 10 Steps To Do Them Right! (John Wiley & Sons, 2005). The problem is that the CEO thinks that the intentions are being executed, but in reality, they're not. Arussy, who calls himself a "corporate marriage counselor" who helps companies fall in love with their customers, thinks that too many businesses merely pay lip service to the idea of customer-centricity, in the process losing a big opportunity for an edge over the competition. In this edition of Inside Scoop, Arussy talks with Bob Thompson, CRMGuru.com founder, about his book, his work and his philosophies.CRMGuru |
| 3/25/2005 |
Take Me to the Moon: It is What Your Customers Want
CRMXChange.com |
| 3/9/2005 |
Passionate & Profitable! The Economics of Customer Relationships
CRMXChange.com |
| 3/1/2005 |
Congratulations, You Are at Par: The New Four Ps
Excerpt from Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right! |
| 3/1/2005 |
Be a Bag
Britain's leading handbag and accessories designer lets customers put their own identity on the products they buy. |
| 3/1/2005 |
Dramatic or Incremental – Change the Rules with Amazing Experiences
CRMXChange.com |
| 2/5/2005 |
Competing With Your Customers – The Collaborative Versus Competitive Relationship
CRMXChange.com |
| 1/23/2005 |
Transforming IT – Information as Product
Strativity Group |
| 12/1/2004 |
The Innovation by Design Not By Luck
CRMXchange.com |
| 11/1/2004 |
The New User Centric Prism, A New Role for IT
CRMXChange.com |
| 10/19/2004 |
Do Your Customers See Your Value?
We're all customers. So why does our customer mind-set vanish the moment we enter the office? DestinationCRM.com |
| 10/18/2004 |
The Disappearing Act
We're all customers. So why does our customer mind-set vanish the moment we enter the office? DestinationCRM.com |
| 10/1/2004 |
To Tip Or Not To Tip Honesty As A Competitive Advantage
CRMXchange.com |
| 9/1/2004 |
Stop Wasting Everyone's Time
Give agents timely access to relevant data, and watch sales and satisfaction soar. destinationCRM.com |
| 9/1/2004 |
The Trust Factor How Do You Like Your Phosphoric Acid?
CRMXchange.com |
| 8/1/2004 |
Reengineering The Employee Experience
CRMXchange.com |
| 7/15/2004 |
Customers are from Mars, Companies are from Venus
Business Standard |
| 7/1/2004 |
Other People's Customers
Stop coveting competitors' CRM savvy and start making changes in your own organization. DestinationCRM.com |
| 7/1/2004 |
At the Heart of Commoditization, or What Happened to the Chocolate on the Pillow?
CRMXChange.com |
| 6/3/2004 |
Reengineering The Employee Experience
Strativity Group |
| 5/4/2004 |
Customers Are So Emotional
Emotions make the corporate world uncomfortable. The perception is that since emotions cannot be managed well and they are difficult to fit into pie charts or reports, they must be ignored. CRM Magazine |
| 5/2/2004 |
Never Take the Customer for Granted
CRMXChange.com |
| 3/1/2004 |
Training is for Dogs
destinationCRM.com |
| 1/2/2004 |
Planning For Experience Excellence
CRMXChange.com |
| 1/2/2004 |
Don't Burden Customers With Your Costs
DestinationCRM.com |
| 12/3/2003 |
Shopping For Customers
Strativity Group |
| 11/4/2003 |
Complaints Are Great. Keep Them Coming
Customers who air their grievances are giving vendors a second chance. DestinationCRM.com |
| 11/3/2003 |
Growth Strategies Through Customer Interactions
CRMXChange.com |
| 8/7/2003 |
Mining the Call Centre
What every company has neglected to see is the power of the call centres as a market research tool. With evolving technologies like customer experience management companies can easily sample and solicit ideas from customers who are engaged in their product. The Economic Times |
| 8/1/2003 |
Efficiency Versus Quality
There is no such thing as an efficient customer relationship. DestinationCRM.com |
| 7/31/2003 |
How Much Would A Smile Cost?
ICCM Weekly |
| 5/13/2003 |
The Efficient Lover
Any relationship, even CRM--enabled customer relationships, by definition cannot be efficient. destinationCRM.com |
| 5/8/2003 |
Let the Dialogue Begin
ICCM Weekly |
| 3/25/2003 |
The Efficient Relationship and the Art of Self-denial
Europe Contact Center |
| 2/2/2003 |
The Efficient Relationship and the Art of Self-denial
Customer Contact World |
| 1/30/2003 |
Are call center efficiency and customer satisfaction mutually exclusive
Destination CRM |
| 10/22/2002 |
The New Brand Makers
Brand identification is dependent on customer loyalty. That puts the contact center on the front lines of corporate promotion and marketing, for better or worse. CMP Media (CommWeb) |
| 9/24/2002 |
How To Ignore Loyal Customers
Contact centers and the untapped gold mine of market research. Line65 |
| 7/16/2002 |
The Most Expensive Customer Interactions Are The Ones You Miss
TMCNet.com |
| 1/2/2002 |
Don't Take a Call, Make Contact
Almost every call center strives to process inquiries and complaints quickly. But by stressing speed over service, centers usually end up annoying customers instead of helping them. Here's how to change that. Harvard Business Online |
| 11/6/1995 |
Remember to love thy customer
Marketing News |
| 2/28/1995 |
Best strategy is to have no strategy
Marketing News |
| 9/1/1994 |
Is Image Upgrade What You Really Need?
If a company’s image “face lift” is improperly handles, it can create a marketing disaster. An image upgrade must be carefully planned and consistently implemented throughout a company in order to be effective. CTAM Quarterly Journal |
| 6/5/1994 |
Art of selling depends on science of marketing
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Chinese Articles | |
| 8/15/2007 |
Creating Customer Experience in B2B Relationships
GCCRM |
| 1/2/2002 |
Don't Take a Call, Make a Contact
|
Hebrew Articles | |
| 9/11/1996 |
How to listen to your client
Business - Globes' Business Guide |
| 3/27/1996 |
Don't loose your heart, or: When bureaucracy reaches the rate or growth
Business - Globes' Business Guide |
| 11/7/1995 |
Love your customer as you Love Yourself
Business - Globes' Business Guide |
Korean Articles | |
| 7/22/2004 |
Interview with Hankyung Business during SAP Leadership Forum 2004 in Korea
Lior Arussy |
Portuguese Articles | |
| 9/25/2002 |
Como ignorar seu cliente mais fiel
Consumidor Moderno |
Spanish Articles | |
| 9/1/2004 |
Los clientes son tan sensibles
|
Turkish Articles | |
| 7/1/2005 |
Interview with Lior Arussy
Capital |