Articles

Please click on the links below to see a selection of articles that I've had published in the industry press.  Articles will open in a new window.

CRM and the Rise of Social Media: The Tail Wagging the Dog?

A Tale of Two Logo Redesigns  

Is First Call Resolution The Top Agenda?

How to Best Implement a Customer Survey

Feedback is a Two-Way Street

Give it To Me Now! In the Age of the Customer, Customers Demand Attention

Differentiating Your Company in a Tough Market

Why Attitude Counts if You Want Loyal Customers

Customer Communities: Gathering Data and Reaping Rewards

Use Enterprise Feedback Management as a Customer Retention Tool

Customer Service Involves More Than a Quick Quote

Recession Strategy: Spend Money to Make Money (and Retain Customers)