The Marketing Bureau

By Christina D'Airo
First Published on International Customer Management Institute

United States - Zappos responded to an online hacker by temporarily shutting down all call center phone lines and directing customers to contact them via email. The center’s service level record won't take a hit, but will customers settle for longer response times if the quality is there? Read more >>

The Road To Ruin?
by Colin Shaw
First Published on www.mycustomer.com  

While some firms are rebranding CRM operations as customer experience, there is also misappropriation of CEM by CRM software vendors. Colin Shaw believes it will only end in tears.   Read more >>

By Jack Springman
First Published on www.mycustomer.com  

Any CRM veteran reading through the array of analysts’ reports, articles and blog pieces on social media generally and social media CRM in particular could be forgiven for thinking of baseball legend Yogi Berra’s quote “It’s déjà vu all over again.”  Read more >>

And How Can We Help Them Love It?
By Neil Davey
First Published on www.mycustomer.com  

Experts explore why salespeople dislike CRM - and provide advice on how to get them to embrace it.   Read more >>