CUSTOMER FEEDBACK

A Complaint Is A Gift: Using customer feedback as a strategic tool by Janelle Barlow and Claus Moller

Behind the Numbers: Comapnies In The Dark About Customers. by Bethany Cooke

Train Your Customers to Talk Back by Nick Usborne

The Customer Experience Cycle by Melinda Nykamp and Carol Rozwell

Secret Shopper:Customer Disservice 2000 by Karen Solomon

EMPLOYEE FEEDBACK

Making Feedback Work: Turning Feedback From Employee Surveys into Change by Joe Folkman.

Seek Employeee Feedback and Increasing in-house feedback by Rachel S. Garron

TECHNOLOGY & CRM (Customer Relations Management) SYSTEMS

Power Shift: Putting More Power Than Ever in Your Customers' Hands, Technology Also Gives You The Power To Keep Them Satisfied. by Sandra R. Sabo

Special Report: Design Usability Putting Customer Data to Work. by John Shiple

Customer Disservice:Web retailer can choose from an abundant selection of customer-support software and services. So why can't you get better service online? by Michelle V. Rafter

Dissect your customers: The hot new enterprise software trend is CRM. But does it really live up to its promises? by Amy Helen Johnson

Customers R Us by Phil Davies

Customer Relationship Management: Anatomy of a Data Warehouse Failure by Lawrence F. Goldman

Assessing the State of CRM Deployment: Meta Group and IMT Strategies discover that there is more CRM talk than CRM action by Meta Group

Bad Karma, Good Karma: When CRM is good, it's very good. But when it's bad ... by kristin Zhivago

It's the People, Stupid!: Whether the technology likes it or not, it's time to remind ourseleves who is at the center of CRM by Dick Lee

The Customer Interaction Center Advantage (Part I):In a two-part series, this column explores channels, tools and processes that help companies provide the tailored customer service they need to stay competitive. and The Customer Interaction Center Advantage (Part II) by Scott Stawski and Donna Arnold

CRM-How Much Will This Stuff Cost Me? by Jim dickie

PRIVACY AND CUSTOMER DATA

You know What They Did Last Night: Your company knows all there is to know about your customers' preferences and patterns, but do your customers want you to be looking over their shoulders? by Daintry Duffy

How to Handle Customer Data Without Inviting A Privacy Meltdown by Brian Caulfield