"Our Take" - Past Editions by Topic

(Past Editions by: Date, Title, Topic)

	It's Just That Simple		(January 2008)
	CRM Ego Snaps		(January 2008)
	Living in a Box		(January 2008)
	CRM and the Lone Nut		(December 2007)
	Quiet Time		(December 2007)
	CRM's Chicken and the Egg		(November 2007)
	Asking for a Reference		(October 2007)
	Rethinking the NPS		(October 2007)
	Are Bike Shops to Blame?		(October 2007)
	Justifying CRM as a Cost Saver		(September 2007)
	Test Drive CRM		(September 2007)
	Switching Costs		(August 2007)
	Move to the Front of the Line		(August 2007)
	Limited Service		(August 2007)
	Trust and Loyalty		(July 2007)
	Single View of the Customer		(June 2007)
	The Citizen Experience		(June 2007)
	Caring and Compassion		(June 2007)
	Airline Bill of Rights		(June 2007)
	Advice for Your Teenager		(May - June 2007)
	Dumb Things People Do		(May 2007)
	The Right Channel		(May 2007)
	Customer Tipping Points		(May 2007)
	Boss Talk		(April 2007)
	Greed is Good		(April 2007)
	Guilt is Good		(April 2007)
	"BenchMarch 2007" - Benchmarking Revisited		(February - March 2007)
	Questions You Wish You Asked Your Vendor Before You Bought		(February 2007)
	SuperCRM		(January 2007)
	Why CRM Fails		(January 2007)
	CRM 2007 Resolutions		(January 2007)
	CRM Christmas List		(December 2006)
	Corporate Mottos and the Customer Experience		(December 2006)
	Words of Wisdom		(Nov - Dec 2006)
	CRM Things to Be Thankful For		(November 2006)
	Maintenance Fees on the Rise		(October 2006)
	Let's Talk About the Vendors		(2006)
	Miscellaneous Subjects and Thoughts		(2006)
	Customer Retention Strategies		(2005 - 2006)
	Field Service In Review		(Sep-Oct 2006)
	Best of Breed versus Suite Solutions		(Sep 2006)
	The Use of References		(Aug - Sep 2006)
	Bake Offs		(Aug 2006)
	Call Center Numbers Stink		(Aug 2006)
	Service Brands		(July - Aug 2006)
	Self Service		(Sep 2005; July - Aug 2006)
	Service Values		(June 2006)
	Unprofitable Customers		(May - June 2006)
	Profits Through Penalties		(May 2006)
	How Are We Doing		(May 2006)
	If Sales is So Important . . .		(April - May 2006)
	Customers Are the New R&D Team		(April 2006)
	How Customer Centric Are You?		(April 2006)
	Click-To-Call		(March - April 2006)
	Get your Execs on the Phone		(March 2006)
	Contact Center Maturity		(March 2006)
	SnapShot Survey - Marketing Automation		(March 2006)
	Getting to Know You Too Well		(February 2006)
	Research Analysts		(February 2006)
	Gartner Predictions		(Dec 2005 - Jan 2006)
	CRM For ChargeBacks		(December 2005)
	Six Steps to Losing Your Customers		(December 2005)
	Buy versus Build		(December 2005)
	Net Promoter Score		(Nov - Dec 2005)
	Contact Center Benchmarking		(Sept - Nov 2005)