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HBS Working Knowledge
January 29, 2013
Kim Girard |
Creating the Perfect Super Bowl Ad Professor Thales S. Teixeira says ad viewers lose purchasing interest when TV ads get too caught up in entertainment. His advice for the perfect pitch: tie together a good story and a compelling brand.   |
CRM
January 25, 2013
Leonard Klie |
Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role. |
Pharmaceutical Executive
January 1, 2013
Torsten Bernewitz |
The Force Behind Sales Forces Don't underestimate the importance of the first line manager. |
Pharmaceutical Executive
January 1, 2013
Al Topin |
The Doctor-Patient Disconnect Doctor-patient conversations aren't always what we think; this basic interaction represents both a problem and an opportunity for today's drug marketers, says the author. |
CRM
January 18, 2013
Leonard Klie |
Temkin Group Delivers Customer Experience Excellence Awards Five organizations earn top honors for customer experience transformation efforts and results. |
CRM
January 15, 2013
Leonard Klie |
Brands Continue to Fail Their Customers New research from Forrester shows customer service hasn't improved all that much in the past year. |
CRM
January 4, 2013
Don Hughes |
A Look Under the Loyalty Hood Deliver the engagement process consumers seek. Loyalty providers who fail to keep their programs' technology first-rate risk losing their most important asset: their customers. |
Information Today
January 7, 2013 |
The 451 Group Acquires Yankee Group The 451 Group, the corporate parent of 451 Research and Uptime Institute, announced the acquisition of Yankee Group, a research, data, and advisory firm equipping enterprises to profit in a mobile world, from Alta Communications, a Boston-based private equity firm. |
CRM
January 2013
Marshall Lager |
Flying Colors? Consider what your flight attendants can control before giving them attitude. Airline travel makes me think about customer experience. |
CRM
December 28, 2012
Justin Gray |
Applying B2C Principles to B2B Campaigns Thinking of your clients as individuals, not industries, is key. |
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