| Editorial |
 How to Capitalize on Social Networking Sites
Customer loyalty has a lot to do with thought leadership and social networks provide an excellent avenue for that. They’re also a great way to gain customer input on product and service development — and of course, to reinforce brand messaging. In addition, consumers trust other consumers more than they trust brands themselves.
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| 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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| |  | | Craig Harrison, Speaker, Trainer, Consultant, Expressions of Excellence | |  | | | While companies focus thousands of dollars on external customer service in hopes of wooing and retaining customers, little attention is being paid to the effect poor internal customer service has on overall customer satisfaction. It all starts within your organization!(read more) | | 11 September 2006 |
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| | | | Mike Cotton, Head of EMEA Alliances, OnDemand Software, Division of Global Knowledge | |  | | | When asked about typical barriers to successful CRM implementations, you would expect most IT directors to suggest it was integration with existing systems or customisation issues when being added to legacy systems.(read more) | | 29 August 2006 |
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| | | | Kate Leggett, Director of Product Management & Knowledge Management , KANA | |  | | | I’ve been with my bank for a very long time — not out of loyalty, but out of convenience as there is a branch within blocks of my home. With them, I have a checking account, a savings account, several CD’s and they have held my primary mortgage for the last 10 years.(read more) | | 31 July 2006 |
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| | | | Randy Saunders, Marketing Director, Cincom Systems | |  | | | Customer experience, and by extension the ongoing business relationship with any customer, lives and dies at the point of contact. All the glossy advertising in the world cannot compensate for a consistently weak experience.(read more) | | 18 July 2006 |
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| | | | D.Blake Cahill, VP Marketing & Product Management, SafeHarbor | |  | | | Is your Web self-service giving your customers what they want? For some companies today, a full 80 percent of customer interactions are occurring in the Web self-service channel, keeping customers satisfied and lowering overall support costs.(read more) | | 26 June 2006 |
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