The Travel Battle Rages On: May the Most Relevant Brand Win

The travel industry will increase 41 percent by 2016, making it worth $143 billion. With that much revenue on the line, booking sites are taking significant steps to ensure that they get their...
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Clarus Offers Etailers a Prime-ish Loyalty Platform

If you were to administer truth serum and ask a retailer how it really felt about Amazon Prime, chances are the response would be that it's pure genius -- or pure evil genius, perhaps. Why? Because...
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Customer Commitment

Customer commitment is often associated with customer service and vice versa.  Whatever business service or product your company provides, whatever product or service your company purchases, customer...
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The Customer Experience Jury Is In

Not every buyer-seller experience starts with a customer expecting to be delighted. There are lots of purchases we make because we're forced to make them -- something we need breaks, or an outside...
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Amazon and Apple’s ‘Tough Slog’ on Madison Avenue

Amazon and Apple just can't seem to catch a break with the advertising elite on Madison Avenue. In fact, advertising sales are a "tough slog" for both companies, mourns a feature published this...
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Transition State

The CRM market appears to be experiencing a transition state -- something betwixt and between, a time of high energy and great possibility, above all a time of change. A ball bouncing around a...
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Comcast-TWC Customers: Be Afraid, Very Afraid

While federal regulators mull the possible antitrust ramifications of the proposed $45 billion merger between Comcast and Time Warner Cable, the companies' customers also are considering the fallout...
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Microsoft Dynamics CRM Gets a Fuel Injection

Microsoft on Tuesday unveiled a set of Microsoft Dynamics CRM features that will be generally available in the second quarter of this year. There are three main areas of change in this latest iteration:...
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Star Search Starts at Home

I go to a lot of conferences. Usually they're a combination of customer user group meetings and analyst days, and we all hear more or less detail about product futures, new functions and features,...
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Customers’ Comings and Goings Not Always Linked to Satisfaction

Which comes first -- a sector in which consumers have a lot of choices and can easily switch providers, or companies that are rigorous in their customer service policies and attitudes? A recent...
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