| Experts Corner |  There has been a certain amount of scepticism surrounding CRM in the past, but now it seems like everyone is doing it. Is this the case?
Andy Wood, MD, GI Insight
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| Books | Implementing CRM: From Technology to Knowledge
This book focuses on the actuality of implementing CRM. It is about the organization's ability to provide a seamless and personalized experience to each customer rather than a transactional or...
by David Finnegan, Leslie P. Willcocks
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| |  | | By Craig Bailey, Founder & President, Customer Centricity, Inc. | |  | | | My 16-year old son recently obtained his driver’s license. I’m proud of him for saving up enough money to buy his own car. However, if there is one thing I could wish for, it would be a governor for his car - a device that limits the speed of the vehicle to, say, 55 miles per hour.(read more) | | 15 February 2006 |
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| | | | By Richard Gerson, Ph.D., CPT, CMC, Gerson Goodson Inc., Gerson Goodson Inc. | |  | | | Companies spend a great deal of time and money on customer communications, and they do not give employee communication the same respect. Employees should know everything your business shares with your customers, and more. You must communicate openly, honestly and often with your employees.(read more) | | 07 February 2006 |
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| | | | By Richard Gerson, Ph.D., CPT, CMC, Gerson Goodson Inc., Gerson Goodson Inc. | | | | | | There is definitely a link in the customer service arena between the quality of service the customer receives and their levels of satisfaction. The better the service, the more satisfied the customer. And, when the customer is more satisfied, he or she is usually more loyal to the service provider.(read more) | | 30 January 2006 |
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| | | | By Richard Gerson, Ph.D., CPT, CMC, Gerson Goodson Inc. | | | | | | This scene is getting all too familiar for call center managers. A call comes into the center and the agent has difficulty resolving it. It may be due to technology, the caller not being clear on what she wants, or the agent is not having a great day. Whatever the cause, there is a delay in satisfying the customer. When this happens again and again, stress builds up and the agent starts to wonder if this job is worth it.(read more) | | 23 January 2006 |
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| | | | By Paul Ward, Consultant, pkward.com | |  | | | I just bought a Nespresso™ machine for my home. Made by Nestlé, it makes espresso and cappuccino so delicious that it is astonishing how easy it easy. Alas, the first unit I bought had a milk foamer that stopped foaming about three months into the happy man-machine relationship.(read more) | | 16 January 2006 |
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