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January 11, 2010

CRM Featured Articles

Top Online Retailers See Strong Growth

Large retailers are seeing record numbers in customer satisfaction but small and midsized businesses still feel the pain of the economy.

Cashing In On Customer Experience

New research from Strativity Group finds consumers are willing to pay a premium for goods and services if companies deliver quality experiences.

Accel-KKR Purchases Kana

A private equity firm's acquisition moves the customer experience management player out of the public sphere.

Magazine Features

FreshDirect’s Secret Ingredient: Customer Focus

In a CRM exclusive, the chief executive officer of the grocery-delivery success story reveals why customer experience is what really matters.

Viewpoints

Challenge Your “Market Permission”

Capture new markets — or reinvigorate existing ones — by reevaluating how those markets perceive your brand.

Get Social and You’ll Sleep Better

Improve the customer experience with a content-rich, social-driven site.

Insight

On the Scene: Gartner CRM Summit '09—Trust Is the New Differentiator

Big brands and consumers alike see a newfound value in trust.

Required Reading: Think Again. And Again.

Customers aren't unreasonable, says author William Cusick -- they just make decisions without necessarily being able to articulate why.

Case Studies

Chatty-Chatty Makes a Bang-Bang Online Experience

Nationwide talks its way to a more successful automotive quote-and-buying process with nGenera CIM.