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?
Is First Call Resolution The Top Agenda?
How to Best Implement a Customer Survey
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)
