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Customer Relationship Management
Mike Donoghue
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Customer Service

Even though virtually every industry has a need for customer service it is especially important for successful CRM. How much is enough? Who are your competitors? Delve into the secrets of successful customer service here.

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Answering the Call
- by Susannah Patton
How some companies are trying to make voice mail jail and consumer frustration with call centers a thing of the past.

Aligning With the Market: Focusing on 'The Customer's Total Experience'
- by Knowledge@Wharton
Medium- to large-size firms that attempted customer-focused reorganizations have had mixed results. Why?

Can Self-Service Deliver Better Service?
- by Allen Bonde
How to avoid making mistakes when you're planning, developing and deploying new self-service applications.

The Price of Online Privacy
- by Scott Berinato
Transactions that would be unnecessary invasions of privacy in the real world have somehow become standard operating procedure online. So what's going on here? Is privacy an all-or-nothing proposition for online customer service?

The Profits in Privacy
- by Allan Holmes
Yes, you can still protect the privacy of your customer data and still make money! Intrigued? Read more!

Best Practices for Solving the Self-Service Paradox
- by Allen Bonde
How to balance your business goals with the customer's needs.

Fighting Phish, Fakes and Frauds
- by Alice Dragoon
Spoofing is a threat to any company with a sizable customer base, and it threatens to undermine the future of e-commerce. Get smart about what you can do about it.

Considering Offshore Sourcing? Take Time to Do It Right
- by David Raja
Things to think about before you offshore your customer service centers.

Web Collaboration Creates a Satisfying Customer Experience
- by Brian Kelly
Superior service on the Web is about helping customers resolve their service issues immediately.

Inexpensive CRM Improvements
- by Adhanda Enterprises
Low-budget ways to improve CRM initiatives.



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