Comcast Rep Tears Into Fleeing Customer ‘Like a Pit Bull on a Pork Chop’

Comcast on Tuesday was scrambling to repair the damage after a phone representative's rude treatment of a couple trying to disconnect their service went viral, thanks to a recording they posted...
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There May Be More to Salesforce’s RelateIQ Buy Than Meets the Eye

Salesforce.com will shell out $350 million in common stock for RelateIQ in a deal expected to close by October. It will provide another $40 million dollars in stock for its cash balance. RelateIQ...
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Amazon Risks Customer Loyalty in Fight Over Kids’ In-App Purchases

Amazon's reputation for stellar customer service could become tarnished if its current flap with the FTC gets out of hand. The FTC is suing Amazon for permitting children to make millions of dollars...
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Why CEX Thinking Stimulates Indirect Sales

As much as we may wax on about engaging, enchanting and delighting our customers, most of them are not expecting such an experience. In most cases, their purchase is prelude to something else pleasurable,...
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Can I Get My Reputation Back?

Ray Donovan was U.S. Labor Secretary under Ronald Reagan and a colorful figure. During his tenure he was indicted by a Bronx, N.Y., grand jury on corruption charges stemming from a contract to...
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Marketing to Mobile Millennials: Misperceptions and Myths

Despite their financial burdens -- unconscionably high levels of college education debt and a lackluster job market -- everyone wants to know what millenials want. Where will they live? What will...
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Blackbaud Weaves New Data Services Into eTapestry

Blackbaud recently upgraded its cloud-based eTapestry fundraising application with tools addressing what seems to be a perennial problem in CRM -- dirty data. The ultimate goal of the upgrades...
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CRM’s Transition

It always happens this way. A market erupts or transitions to something new or it goes the way of the dodo and you miss the key turning point. Looking back, though, you can spot the telltale signs...
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T-Mobile’s Legere Sputters Over FTC’s Cramming Accusations

T-Mobile's efforts to market itself as the un-carrier that puts customers first may be impacted by the FTC's allegations that it has engaged in "cramming" -- charging consumers for services offered...
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Zendesk Illuminates Customer Data

Zendesk has rolled out a new analytics and data visualization tool that sits on top of its flagship customer service platform. Called "Zendesk Insights," it is available to the company's Plus and...
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