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Customer Management IQ

Will Apple's Misplay Keep the Consumers Away?

How do you think Steve Jobs handled the iPhone 4 debacle? Join the debate!

Getting to the Top: A Look at Overstock.com's Methodologies

With the help of Overstock.com’s change management champion, the company has become a true pioneer of marketing and call center collaboration. Find out how in this video!

Explosive Call Center Innovation

Your budget for innovation has been cut! Your customer’s are still demanding more! This economy requires us to quickly re-invent our paradigms on innovation. We need explosive acceleration in moving ideas to action!

The Zappos Interview

Tony Hsieh is one of the most exciting CEOs of our generation. Hsieh’s new book 'Delivering Happiness A Path to Profits, Passion and Purpose' offers an engaging account of Hsieh’s entrepreneurial journey.

Featured Content
Peter Drucker’s Favorite Leadership Book
Contributor: William Cohen, Ph.D.
Posted: 7/29/2010

Peter Drucker’s Favorite Leadership Book - William Cohen, Ph.D.

Doris Drucker, Peter Drucker’s widow, is 99 years young. She is bright, charming and energetic. She exercises with weights, plays a mean game of tennis and travels the world promoting Peter’s values and ideas. She has accomplished much in her own right and I consider her a good friend and wise mentor. Some months ago she was interviewed on video regarding what management books Peter... Full Article

 
Latest Posts in Customer Management IQ
Articles

What's Changing in the Canadian Call Center Industry?

Contributor: Customer Management IQ
Posted: 7/29/2010

What's Changing in the Canadian Call Center Industry? - Customer Management IQ

The call center industry in Canada has grown exponentially over the past few decades, as all sectors of the economy rely on the industry for support. Figures from Statistics Canada show that between the years 1998 and 2006 the call center industry experienced an annual increase in rev... Full Article

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Videos

Interview with the Godfather of Customer Complaint Handling, John Cushman

Contributor: Customer Management IQ
Posted: 7/21/2010

Interview with the Godfather of Customer Complaint Handling, John Cushman

In this video from Call Center Summit 2010, John Cushman, vice president of AT&T, discusses how to figure out customer needs without having to work 24 hours a day. Additionally Cushman gives important details on how to turn your call center into a profit center.... Full Article

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Podcasts

Challenges for Call Centers in the Financial Industry

Contributor: Jessica Livingston
Posted: 7/27/2010

Challenges for Call Centers in the Financial Industry

Jonathan Somoza Cuellar of the AXA Seguros call center in Mexico speaks on call center metrics, as well as the current challenges faced by call centers for financial institutions. Cuellar’s tips for dealing with these challenges will help yield a better customer experience for call cente... Full Article

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Whitepapers

The Road to Recovery Will Be Paved With Good Intentions

Posted: 7/23/2010

The Road to Recovery Will Be Paved With Good Intentions

Economics 101 tells us that this recession, like any previous market downturn, will end and soon we will be working our way up the other side of the bell curve. I like to think of this market slowdown through the analogy of a forest fire. As devastating as a forest fire can look through the ey... Full Article

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Columns

Apple’s Antenna-gate: Tomorrow’s Innovation with Yesterday’s Customer Service

Contributor: Tripp Babbitt
Posted: 7/21/2010

Apple’s Antenna-gate: Tomorrow’s Innovation with Yesterday’s Customer Service - Tripp Babbitt

Oh my . . . Steven Jobs and Apple! The king of hype and marketing is now learning a hard lesson that many service organizations have yet to learn. A customer focus matters and the less sensitive you are to the customer . . . the more it will cost you. The PR damage is the resu... Full Article

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Jessica Livingston

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About Customer Management IQ

Customer Management IQ is an online community for finding Customer Management and Call Center information, discussing ideas about CRM and Call Center Management and sharing marketing best practices. Join today and interact with a vibrant network of Customer Management and Call Center professionals. Keep up-to-date with the Customer Management and Call Center industries by accessing our wealth of articles, videos, online seminars, live conferences and more.

Customer Management IQ is subsidiary of IQPC, one of the world's largest, fastest-growing conference/tradeshow organizations. With IQPC, we provide Customer Management and Call Center Conferences, call center training courses and expositions for Customer Management Executives to network and learn the latest Customer Service Management developments and trends occurring in organizations today. We create an interactive experience for Customer Management Professionals featuring practical, objective and up-to-date Customer Service information and insight from leading Customer Management practitioners.