| 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 Paul Ward, Consultant, pkward.com | |  | | | How often do you hear this plea from pundits and consultants? If you had a quarter for every time someone recommended you put the customer at the center, you wouldn’t need a third round of venture funding.(read more) | | 10 January 2006 |
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| | | | By Paul Ward, Consultant, pkward.com | | | | | | A recent study by Aberdeen Group came up with the not-so-surprising result that best-in-class call centers — under pressure to be revenue generators — actually create more wealth for a company when they are not specifically tasked and incented to cross-sell and upsell.(read more) | | 27 December 2005 |
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| | | | By Benjamin Holtz, Founder & CEO, Green Beacon Solutions LLC | |  | | | Deciding whether to choose a best-of-breed CRM application or a comprehensive application suite has challenged companies in all industries. There is no single best application strategy for all enterprises.(read more) | | 14 December 2005 |
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| | | | By Craig Bailey, President and Founder, Customer Centricity, Inc. | |  | | | Who owns Customer Satisfaction and Retention? Typically, Customer Service or Sales. Who supports Service and Sales? The rest of the organization! Is the rest of the organization aware? Do they understand how and why? Not always…(read more) | | 11 December 2005 |
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| | | | By Craig Bailey, President and Founder, Customer Centricity, Inc. | | | | | Have you heard (or said) things like:
- “Our Customer Service Reps need soft-skills training to better handle customers”.
- “Our service team is the reason we have a customer retention problem.” ...(read more) | | 05 December 2005 |
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