"Our Take" - Past Editions by Date

(Past Editions by: Date, Title, Topic)


 

 
December 2005		  
12/23/05Six Steps to Losing Your Customers - Step Six
12/22/05Six Steps to Losing Your Customers - Step Five
12/21/05Six Steps to Losing Your Customers - Step Four
12/20/05Six Steps to Losing Your Customers - Step Three
12/19/05Six Steps to Losing Your Customers - Step 2
12/16/05Six Steps to Losing Your Customers - Step 1
12/15/05CRM For Chargebacks - II
12/14/05CRM For Chargebacks
12/13/05More on "Buy Versus Build"
12/9/05Net Promoter - Clarification
12/8/05Buy Versus Build
12/7/05Crystal Ball - V.2006 - Roll Your Own
12/6/05Crystal Ball - V.2006 - MegaCRM?
12/5/05CRM For ChargeBacks
12/2/05How Many Companies Use NP?
12/1/05Customer Satisfaction v Net Promoter Scores

 
November 2005		  
11/30/05Net Promoter - Necessary, But Not Sufficient
11/29/05The Acid Test
11/23/05A Time of Thanksgiving
11/22/05Microsoft CRM Update - Part 3
11/21/05Microsoft CRM Update - Part 2
11/18/05Microsoft CRM Update
11/17/05Our Most Popular Question
11/16/05Enough, Already
11/15/05Falling Into the Trap
11/14/05Last Chance to Vote For Your Favorite CRM Blog
11/11/05The Science of Customer Happiness
11/10/05Point, Counterpoint - Part III
11/9/05Another Perspective on Benchmarking
11/8/05An Innumeracy Crisis - Part III
11/7/05An Innumeracy Crisis - Part II
11/4/05Benchmarking - An Innumeracy Crisis
11/3/05How Good is Good Enough?
11/2/05So Much Confusion
11/1/05Value in Benchmarking

 
October 2005		  
10/31/05Hoping to Educate
10/28/05Point, Counterpoint - Part I
10/27/05Benchmarking on the Cheap
10/26/05Benchmarking - What Really Matters
10/25/05Take a Deep Breath
10/24/05Benchmarking by the Dashboard Lights
10/21/05Benchmarking - Our Readers Speak Out
10/20/05Benchmarking - A Consultant's Perspective
10/18/05Don't Pick on the Benchmark Firms
10/17/05Benchmarking Delusions
10/14/05Benchmarking - Readers Speak Out - Part III
10/13/05Vote For Your Favorite CRM Blog
10/12/05Benchmarking to the Best
10/11/05Benchmarking - Our Readers Speak Out - Part II
10/10/05Benchmarking - An Issue of Definitions?
10/7/05Stand Up for Benchmarking
10/6/05Why We Benchmark - Part II
10/5/05Why We Benchmark
10/3/05Benchmarking is Out - Part II

 
September 2005		  
9/30/05Observation: Benchmarking is Out
9/29/05What's Hot in Call Centers?
9/28/05Who's Number One?
9/27/05Are You in Play?
9/26/05Punctuated Equilibrium
9/23/05At Least They Use First Names
9/22/05Lessons Learned
9/21/05The End of Siebel OnDemand?
9/20/05Winners and Losers
9/19/05Oracle/Siebel - A Customer Driven Event?
9/16/05Does Bigger Mean Better?
9/15/05Single Vendor Doesn't Mean Single Solution
9/14/05Siebel/Oracle - More Than Market Share
9/13/05Siebel - Chapter 4
9/12/05More on Customer Retention
9/9/05Good Intentions Without Retention
9/8/05Bad IVR Trees Create More Calls
9/7/05IVRs - Don't Force It
9/6/05Forcing Customer to Use Self Service
9/2/05CRM Functionality - What Percent do You Use?
9/1/05Customer Retention Gone Wrong
8/31/05In Conclusion . . . Hunters and Farmers

 
August 2005		  
8/30/05Bring Back the Farmers
8/29/05The Value of a Hunter
8/26/05The People Have Voted
8/25/05Stalking Farmers
8/24/05Nurturing Hunters
8/23/05Do Farmers Add Value?
8/22/05An Era of Organic Growth
8/19/05Are Hunters an Indicator of Customer Churn
8/18/05Hunters and Farmers and Relative Worth
8/17/05Hunters and Farmers Revisited
8/16/05CRM as a Box
8/15/05The Mystigue of Outsourcing
8/12/05Outsourcing and SLAs
8/11/05Outsourcing Best Practices - IV
8/10/05Outsourcing Best Practices - III
8/9/05Outsourcing Source is Irrelevant
8/8/05Outsourcing Best Practices II
8/5/05Outsourcing by the Numbers
8/4/05Outsourcing Strategies - Best Practices
8/3/05Finding Fault With Your Outsourcer
8/2/05Did You Just Get Served by an Outsourcer?
8/1/05What to Outsource?

 
July 2005		  
7/29/05Does Outsourcing Ever Work?
7/28/05Outsourcing - Absolutely!
7/27/05Just Another Caller With An Issue
7/26/05Outsourcing in the Back Yard
7/25/05Outsourcing - OK, Offshore - Not OK?
7/22/05Microsoft CRM - Part II
7/21/05Microsoft CRM
7/20/05Outsourcing Done Right - Part II
7/15/05Call Center Metrics
7/14/05Customer Profiling
7/13/05Can Small Companies Afford Both?
7/12/05Low Hanging Fruit
7/11/05Hunting and Farming for Marketing
7/8/05Thank You
7/7/05Hunters and Farmers - Part III
7/6/05Hunters and Farmers in the Call Center
7/1/05Hunters and Farmers - Part II

 
June 2005		  
6/30/05Hunters and Farmers
6/29/05Can the Sales Team be the Voice of the Customer?
6/28/05CCO at the Board Table - Revisited
6/27/05Is "Customer" in the CEO's DNA?
6/24/05CCO - Vision and Culture
6/23/05The Customer Information Imperative
6/22/05Contact Center Agent - The New CCO?
6/21/05Retention and the CCO
6/20/05CCO - Lessons Learned
6/17/05Origin of the CCO Term
6/16/05The CEO is not the CCO
6/15/05A Seat at the Board - Part II
6/14/05CCO - A Seat at the Board Table?
6/13/05The CCO - Long Overdue
6/10/05The Chief Customer Officer
6/9/05The Chief Customer Officer (CCO)
6/8/05Degrees of Loyalty
6/7/05Retention - Customer Just Fade Away . . .
6/6/05Retention - Peppers and Rogers Style
6/3/05Firing Your Customers
6/2/05Is There a CRM IPO on the Horizon?
6/1/05Retention Tricks

 
May 2005		  
5/31/05Is Retention a Subjective Metric?
5/27/05Sane Business Metrics
5/26/05New Weathervane - Part II
5/25/05Taking Customers For Granted
5/24/05Customers for Life
5/23/05Lip Service
5/20/05Rules of War
5/19/05The Quiet Giant
5/16/05Siebel Consultants - Where Did They All Go?
5/13/05Broken Weathervane
5/12/05Stop Chasing Competitors
5/11/05No New Features, Better Training
5/10/05No New Features, No Short Answer
5/9/05Siebel Partners Speak Up
5/6/05Am I Anti-Siebel?
5/5/05Are you a Service Tycoon?
5/4/05No New Features - Part II
5/3/05No New Features
5/2/05Listen Up George (and Everyone)

 
April 2005		  
4/29/05Did He Really Say That?
4/28/05The CRM Ecosystem - Partners
4/27/05The CRM Ecosystem
4/26/05Listen up George - Part II
4/25/05Listen Up George
4/22/05Are Other CRM Vendors Piling ON?
4/21/05Is the Door Open?
4/20/05Siebel Is Making Him Crazy
4/19/05From a "Best of Show" Judge
4/18/05CRM Data - It's a Lot of Work
4/15/05New Siebel Leadership - Chapter 3 or Transitional Leadership?
4/14/05What Does Siebel's Troubles Mean to the Rest of CRM?
4/13/05My Own Think (Not) Week
4/12/05Here is a recent comment about "Data Cleansing"
4/11/05Your Own Think Week
4/8/05Drawing the Line Between CRM and Content Management
4/7/05What about CRM Data?
4/6/05What Others Say about Industry Awards
4/5/05Next Big Thing in CRM - There's More!
4/4/05Next Big Thing in CRM Revisited
4/1/05BSM - Another View

 
March 2005		  
3/31/05BSM Redux
3/30/05Musical Chairs - Part II
3/29/05CRM Awards - Part III
3/28/05CRM Awards - Part II
3/25/05CRM Awards
3/24/05The Next Big Thing in CRM
3/23/05The Last Big Thing in CRM
3/22/05Business Service Management
3/21/05Musical Chairs
3/18/05Seven Habits to Retain More Customers
3/17/05The Next Big Thing in CRM
3/16/05Moments of Truth and Customer Loyalty
3/15/05The Business Case for Customer Retention
3/14/05Keeping Customers You Work So Hard to Win
3/11/05Merger Mania Revisited
3/10/05Benchmarking and Industry Averages - Part II
3/9/05Benchmarking and Industry Averages
3/8/05Who Has the Best CRM Product? - Part III
3/4/05Merger Mania?
3/3/05Who Has the Best CRM Product? - Part II
3/2/05Who Has the Best CRM Product?
3/1/05Pillow Talk - Revisited

 
February 2005		  
2/28/05A Case Study in Progress?
2/25/05Your Privacy
2/24/05Turn Your Seats Around
2/23/05A Quick Dunk in the Shark Tank
2/22/05Place Your Bets
2/18/05A History of Firsts
2/17/05The Editorial Calendar
2/16/05Know More. Read Less.
2/15/05Frequently Asked Questions
2/14/05Day 1 - First Impressions
2/11/05Welcome (Back) to CRMAdvocate