CRM - April 2009 - (Page 4) Contents 12 COLUMNS/ DEPARTMENTS 6 Front Office Service with a :-) BY DAVID MYRON 16 INSIGHT 16 Power to the Consumer New federal laws require an opt-out for prerecorded calls—but that just might lead to better relationships. 8 Feedback Readers respond to recent news. 17 ON THE SCENE: NET PROMOTER CONFERENCE ’09 10 Reality Check The first step to your CRM plan should be the plan itself. BY BARTON GOLDENBERG Can You Hear Me Now? Wireless service providers aren’t listening to their loudest customers. 12 Customer Centricity Is customer experience relevant in a recession? BY LIOR ARUSSY 18 Bad Billing Will Kill Off Your Biggest Buyers More than half of telecommunications carriers don’t measure customer satisfaction when it comes to enterprise billing. 14 The Tipping Point Your customers want you to know them. BY WOODY DRIGGS 18 CRM on Twitter Companies and customers, conversing. 48 Connect Community service isn’t a punishment. BY PAUL GREENBERG 19 Social Support for Software Vendors unleash a new round of community forums for their customers. 20 MARKET FOCUS: TELECOMMUNICATIONS 49 Re:Tooling If knowledge is power, then knowledge management is really powerful. BY CHRISTOPHER MUSICO Bundled Offerings, Better Retention? As service providers expand their combined multimedia packages, customer service requires attention. 50 Pint of View Reserving the right to deliver terrible service. BY MARSHALL LAGER 21 Required Reading A new book reveals the one question that could save your company. 4 CUSTOMER RELATIONSHIP MANAGEMENT | APRIL 2009 www.destinationCRM.com http://www.destinationCRM.com
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