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Customer Relationship Management
Mike Donoghue
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Customer/Vendor/Employee Loyalty

Loyalty is an area considered crucial to good CRM. Explore why loyalty is so important and how it can be cultivated.

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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?

The Truth About Loyalty Programs
- by Todd Beck
Over the years loyalty programs have grown increasingly popular as a means to attract and retain customers. Well, guess what? Real loyalty comes from retention, referrals, reputation and revenue. Does anyone realize that out there in CRM land?

If You Want to Reach Consumers, Think Privacy and Trust
- by Dr. Larry Ponemon
Does customer trust in your organization translate to greater loyalty and openness to learning about your products and services?

Four Steps to Managing Contractual Relationships
- by John A. Gliedman
Long-term vendor-customer relationships sometimes encounter problems, particularly in today's tight money environment. Here's what to do.

How Do I Love Thee? Let Me Plot the Graph.
- by Linda Tischler
In today's viciously competitive marketplace, love is a realistic profit driver.

Is Siebel on the Rocks, or Is Siebel About To Rock?
- by Erika Morphy
A new CEO means changes are ahead for Siebel.

Privacy Please
- by Adhanda Enterprises
The CRM industry needs to rethink its approach to privacy quickly.

Who Will Win the Vendor/Customer Power Struggle?
- by Art Jahnke
Care to make any predictions for the power struggle between vendor and customer?

Effective Direct Marketing
- by Chris Hall
Most organizations have the tools to execute a targeted, cost-effective marketing campaign without having to rely on expensive direct mail campaigns or outsourcing telemarketing activities.

What Do They Want From Us?
- by Clayton M. Christensen and Michael E. Raynor
Target your company's products at the circumstances in which customers find themselves, rather than at the customers themselves.



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