Duane Cashin is shouting from the roof tops that we do not live in a competitive marketplace but a crowded marketplace. He does not currently see companies performing at the level necessary to be successful in today’s... read more

Marc Benioff is arguably one of the most exciting CEOs of our generation. Benioff, CEO of salesforce.com, a trailblazer and game changer in the CRM cloud computing space, has released his newest book (co-authored with Carlye... read more

Zappos call center managers Maura Sullivan and Rob Siefker of Zappos carry a smile in their voice when they talk about the Zappos call center, but you can’t blame them. It’s good to be Zappos in 2009. It’s been a wild year for the company... read more

When David Bradshaw, Vice President and Head of Sales and Service, was asked to turn around the ING call center he looked at five key areas. Bradshaw eventually increased call center engagement over 80 percent by looking at the... read more

André Vermaat is proud to say that he works for UPC. Five years ago he might not have gloated. But the company, formerly in the customer service basement, has moved into the light. Vermaat... read more

If you ask social CRM expert Clara Shih about reactions by most companies to the topic of social media, she would tell you “it's still very early.” Shih founded faceforce (the business application on Facebook now known as... read more

Andrew Knight does much more than write the Case-Mate blog. Case-Mate, which is a leading manufacturer of cases, holsters, skins, covers and accessories for the Apple iPhone, BlackBerry, iPod, MacBook, cares about its customers and is navigating... read more

Customer feedback is critical to a company's success. Colette Yee, a graduate of Wharton Business School is the Director of Marketing for Utopy, a provider of speech analytics. Yee explains the... read more

Would you believe it if someone told you that in over 50 percent of cases, lack of trust was the primary reason a customer decides not to buy? According to customer experience expert Shaun Smith the... read more

According to branding phenomenon John Gerzema, author of The Brand Bubble , the best brands today communicate excitement, dynamism and creativity. So what do Pixar, Wikipedia, Adidas and the iPhone have that other brands don’t? We asked Gerzema... read more