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Philip Say

Turning Customers Into Disciples

Viral marketing isn't just a consumer phenomenon. Your most passionate corporate customers can prove to be your company's infectious advocates.

Breaking Through Marketing-Speak and Technobabble

If your company is considering an investment in Web technology, I feel your pain. It's a pretty difficult task to understand exactly what you are buying. In fact, a large part of my work over the last year has focused on helping companies filter through marketing hype and technical jargon in order to make sound licensing decisions.

Turning Customers Into Disciples

Viral marketing isn't just a consumer phenomenon. Your most passionate corporate customers can prove to be your company's infectious advocates.

Figuring Out the Customer-Support Dilemma

Every company understands the competitive value of superior customer service, but many underestimate the level of effort and resources required to keep customers happy throughout the entire relationship cycle.

CRM: Do You Know What Your Customers Experience?

Before you sign off on that million-dollar customer relationship management (CRM) project, I recommend testing your company's customer experience. I'm referring not to what simply happens through online channels but to the total relationship a customer has with your company.

E-CRM Deployment Options

A significant challenge facing companies today concerns investment in electronic customer relationship management (e-CRM) solutions. There are a number of implementation options available to organizations, and I'll attempt to break down the pros and cons of the most popular deployment strategies.

 
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