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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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Understanding customer relationships: How important is the personal touch?
Can businesses learn from looking at customer relationships as personal relationships? Personal relationship theory may provide some useful frameworks for thinking through customer relationships. more...
Editor's choice
Customer communication feature
Special Report: Benioff and the billion dollar company Salesforce.com profits have doubled and its on track to top the billion dollar turnover mark. CEO Marc Benioff shares his thoughts on performance, partners and PaaS. more...Customer service & experience feature
CRM not being used properly by call centres A new survey suggests that cost cutting is the priority in call centres as the development of a more holistic and sophisticated approach to customer management takes a back seat. more...MyCustomer.com news blog
Breaking news and views on the world of customer management courtesy of news and analysis editor Stuart Lauchlan, including: GoogleForceFactors - an elusive menage a trois. 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Is customer loyalty an outdated concept?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
CM vs. KM – What’s the difference? By InquiraThis e-book reveals the critical differences between knowledge management systems and content management systems.
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