Greg's most recent post, Get Back to the Trenches, reminded me of a session I attended at the recent Mid-Atlantic Marketing Summit. Where Ken Chow, CMO at LogiAnalytics, Tom Kohn, Former EVP of Digital at Cygnus Business Media, Bob London, Founder & President of London Ink, and Bob Ragsdale, VP of...read more

I recently had a purchase experience that is applicable to the way we incent our respondents to complete a survey. Although you are more apt to see these approaches in the consumer space it is applicable in a B2B market research setting. What was memorable about this experience was the expediency in...read more

You dress your dogs up for the holidays and you’re convinced they love their Santa outfits, the jingle bells around their neck, or whatever it is they might be wearing. They looks so cute and festive that you “ooo and awe” over them, take their pictures (while bribing them with a treat to sit still)...read more

Enterprise Apps Today highlighted a study performed by Computer Economics that indicated adoption of and investment in customer relationship management tools are on the rise. Companies with CRM systems in place increased from 2010 to 2011 by 17%. Company spending on CRM systems increased from 2010...read more

Does your company have a customer experience strategy? Yes? No? Maybe? The surprising truth is most companies don’t. Chances are it’s overlooked because it most likely never crossed their mind to have one. Marketing teams spend so much time developing strategic plans to increase brand awareness and...read more

The end of 2012 is quickly approaching, so it’s time to think about your New Year’s resolutions! Increasing operational efficiency is the number one 2013 priority among decisions makers, followed most closely by improving customer satisfaction, according to a recent study by Customer Management IQ. ...read more

Your cell phone can be used for just about everything these days, from paying bills or finding a place to eat, to ensuring you locked your front door - from the other side of the country. Can it also help strengthen your customer relationship management strategy? Erika Morphy at CRM Buyer wrote a...read more

Drumming up new business can be a costly undertaking, not only in terms of money but in time as well. One of the easiest ways to avoid having to push for new customers is keep the ones you already have. Tom Smith has given us these eleven essentials for customer retention to consider: If you're...read more

Dealing with customer service representatives, particularly those stationed on phones in call centers, can be a frustrating experience. I always picture an episode of the television show Friends, where Phoebe takes a job as a call center operator selling toner. She's given a huge binder of scripts...read more

Marketing guru Tom Smith recently posted an interesting blog containing eight ways CEOs don't "get" customer service—seven care of Customer Relationship Management magazine contributor Lior Arussy, and one based on Smith's own experiences. It seems odd that the head of a company wouldn't understand...read more