Articles by Customer Management IQ

Proving again why it reigns supreme as Canada’s leading customer management conference, Call Centre Week Canada proudly announced today that a customer support lead from world-renowned Bombardier will topline its 7 th annual event, which takes place April 23-26, 2012 in Toronto, Ontario. As the opening keynote presenter, Lanny Schindelmeiser, director of customer support for Bombardier...Full Article »

Progress on passing the controversial Stop Online Piracy Act might have stalled, but movement against alleged online infringement hubs has been as aggressive as ever in recent weeks. Regulators sent shockwaves through the online world with the sudden seizure of long-running filesharing website Megaupload, and they continued their strike this week with a crackdown on various online streaming...Full Article »

Thirteen is definitely not an unlucky number.  Customer Management IQ today announced that the 13 th edition of its industry-defining Call Center Week , hailing from Caesar’s Palace in Las Vegas, NV, June 4-8, will shine its spotlight on customer experience’s rapid ascension from a mere “call center challenge” into a mission-critical, organization-wide business...Full Article »

  New York, NY - If your New Year’s Resolution was to drive your call center or customer management team to best-in-class excellence, you will very soon be able to chalk up 2012 as a success.  Customer Management IQ today announced that thanks to popular demand, three of its all-time best-reviewed speakers will return to reopen their treasure troves of customer management...Full Article »

Peter F. Drucker rendered explicit the interrelationship between and among three distinct concepts—namely, abandonment, concentration and Pareto's Law (a.k.a. the 80/20 Principle). Abandonment and concentration, Drucker reminded us, are opposite sides of the same coin. Simply put, abandoning unproductive and obsolete activities frees up resources to concentrate on result areas....Full Article »

Both Peter F. Drucker and Harvard's Ted Levitt noted that creativity is only one part of successful innovation. They provided a treasure trove of practical insights into the notions of creativity, ideation and innovation. It's often said: People confuse good management with a good idea that makes management look good. However, a good idea must be put into action. This requires hard work,...Full Article »

Shortly after Apple’s critically-panned iPhone 4s unveiling, Customer Management IQ ran a story entitled, “Apple Disappoints with iPhone Announcement, But Will Customers Care?”  The article looked at the divide between critical “expectations” and the actual preference of customers. Would potential iPhone customers, who had been told for months to expect an...Full Article »

New York, NY – Customer Management IQ today announced that award-winning contact center leaders from Capital One, General Electric and Sabre Holdings will share their never-before-heard customer experience secrets at the 2 nd Annual International Contact Center Summit (ICCS), October 24-26, 2011, in Miami, FL. Heather Cox, executive vice president of US card operations for Capital One,...Full Article »

Editor's Note:  This is a guest commentary from IQPC's in-house Peter F. Drucker scholar, contextualizing how Drucker would evaluate the ongoing US deficit challenge.  It does not reflect the views of CustomerManagementIQ or its editorial staff. If there are five birds resting on a branch and one decides to fly away, how many birds remain? Of course, you realize this is a trick...Full Article »

Misrepresentation in the promotion and sale of automobiles remains the greatest source of customer strife while sweepstakes and work-at-home schemes have emerged as major pain points, three leading consumer protection agencies confirmed this week. The Consumer Federation of America, National Association of Consumer Agency Administrators and the North American Consumer Protection Investigators...Full Article »

Customer Management IQ is not a mere publication—it is a community for customer management professionals seeking to generate actionable strategies for improving their call centers, customer service, marketing and social media functions.  While we are happy to provide insights from high-level contributors, exclusive case studies and audio/video interviews with industry thought leaders,...Full Article »