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Editor's note
Welcome to MyCustomer.com - the voice of the customer relationship management (CRM) profession.
Visit our forums for all your questions and opinions on CRM. And if you've yet to join our community, why not register now - for free - and receive the latest updates delivered directly to you by email bulletin.
This month sees us turning our attention to customer advocacy and its evil twin - brand terrorism. Therefore, in addition to our usual daily content, we'll be looking at the latest thinking on the likes of customer engagement and word of mouth marketing.
Be sure to check out Jennifer Kirkby's August analyst report which provides a strategic overview of the topic, tying this month's content together.
Elsewhere, pop by the MyCustomer.com news blog, where Stuart Lauchlan will be providing regular updates on the breaking stories and rumours from the world of customer management.
Neil Davey
Editor
MyCustomer.com
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When the internet attacks: How to engage with online critics
Web 2.0 has led to a surge of negative brand commentary online. So how should organisations respond when their brand is under fire? Neil Davey explores how to engage with online critics and turn a negative into a positive. more...
Editor's choice
Customer communication feature
SaaS firms avoid credit crunch as NetSuite and RightNow narrow losses Software as a service vendors narrow their losses in their latest results - but the credit crunch still presents questions over the future of the market. more...Customer communication feature
Sybase TechWave (part one): Sybase wants respect Sybase CEO John Chen talks unwired enterprises, mobile computing, new approaches to analytics, Oracle - and Rodney Dangerfield. more...MyCustomer.com news blog
Breaking news and views on the world of customer management courtesy of news and analysis editor Stuart Lauchlan, including: SPSS sees second quarter increase. more...Exclusive analyst report
Is customer loyalty an outdated concept? Jennifer Kirkby provides a trip through the history of customer loyalty and shows how we can learn from past mistakes and current thinking. Loyalty today is not what it was! more...Download of the week
A marketer’s best friend - improve customer interaction with data mining By SPSSThis article uncovers the misconceptions and mistakes surrounding data mining. Learn how, if processed correctly, data mining can give a vast insight into your customer data and interaction..
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