Archive for CRM

Best Buys Counts Customers

Now I know why I like Best Buy so much. This new book by Peppers & Rogers examines how Best Buy does what it does for customers. CIO provides a nice review of the book:

In their new book, Return on Customer, Don Peppers and Martha Rogers explain why corporate America needs to realign its focus from selling products to giving customers what they really need. In this excerpt from Chapter 3, they discuss how Best Buy has made strides to achieve such a customer-centric focus.

Click here for the article

Here is a great little survey developed by the Peppers & Rogers Group and presented by CIO that allows you to assess how well you are addressing your customers. More companies should take a serious look at this.

Click here for the survey

7 July, 2005 | No comments

destinationCRM.com: Take Care of Online Customers

destinationCRM.com: Take Care of Online Customers
Amazing. Online customers want to be treated with respect? Wow. Who would have known that? Apparently many of the top 100 online companies. Many have tried to use e-commerce to bolster the bottom line, bit have failed to implement good customer services (read stakeholder) practices. This article and the report it discusses provide some excallent insights.

7 July, 2005 | No comments

HoustonChronicle.Com - College Students Taken With Latest Web Fad

HoustonChronicle.Com - College Students Taken With Latest Web Fad

Facebook allows users to search profiles, form communities
By SORAYA NADIA MCDONALD
Associated Press

ATLANTA - Pamela Elder, a junior at Georgia State University, got hooked when she found some old high school classmates. Next she used the online yearbook of yearbooks to track down people she hadn’t seen since grade school.

No wonder Facebook is an Internet sensation at campuses across the nation.

3 July, 2005 | No comments

Don’t Let Data Theft Happen To You - New York Times

Don’t Let Data Theft Happen To You - New York Times

2 July, 2005 | No comments

The Seattle Times: Business & Technology: Online Calendars For Families And Co-Workers To Share Their Schedules

The Seattle Times: Business & Technology: Online Calendars For Families And Co-Workers To Share Their Schedules

By MIKE LANGBERG

Knight Ridder Newspapers

Juggle several projects at work. Arrange romantic anniversary dinners for spouse. Shuttle the children among their many school and social obligations. Stay in touch with friends. Help out in the community.

We’re neck-deep in the overflowing demands of life, yet aren’t getting help from computers and the Internet. Personal electronic calendars, sadly, have become a technology backwater where little has changed in a decade.

A new online service called Trumba OneCalendar stirs up the pond with some long-overdue ideas.

2 July, 2005 | No comments

Most Identity Theft Is Low-Tech

Most Identity Theft Is Low-Tech

Se Young Lee’s article itself, as the article appeared in the online edition of the Minneapolis Star Tribune, does not pertain to technology. However, what Se Young Lee’s article does illustrate, mind you, is a form of exoneration for the Internet with the influx of computer crime-related articles that have been posted lately.

Se Young Lee of the Minneapolis Star Tribune describes a horrific situation in which Minneapolis/St. Paul resident Chad Jones applied for a home mortgage four years ago, only to discover that there were “too many marks” on his credit report.

According to Lee,

“Jones’ credit report showed that he had more than $2,000 unpaid in utility bills at places he had never lived in. His mother, with whom he had a falling out, had been putting the charges in his name without his knowledge.

“My own mother,” said Jones, who now lives in Ramsey. “I didn’t know what to say.” (Attempts to reach his mother last week were unsuccessful.)

The basic premise to protecting oneself from the perils of identity theft is that you should trust the merchant from whom you are procuring goods and services.

Source: The Minneapolis Star Tribune (http://www.startribune.com)

26 June, 2005 | 1 comment

Customers Win In War Of Online DVD Rental Firms - The Boston Globe - Boston.Com - Business

Customers Win In War Of Online DVD Rental Firms - The Boston Globe - Boston.Com - Business

Monthly fees have fallen as services have improved

By Bruce Mohl, Globe Staff | June 26, 2005

The battle between Netflix and Blockbuster for supremacy in the fast-growing online DVD rental business is a dream-come-true for consumers.

26 June, 2005 | No comments

The Newspaper Of The Future - New York Times

The Newspaper Of The Future - New York Times

In the wake of Jayson Blair’s termination, as well as ousted former executive editor Harold Raines at the New York Times, one might surmise that the credibility of America’s most prestigious print publication was irreparably tarnished.

Notwithstanding, the following article authored by Timothy L. O’Brien pertaining to the “Newspaper of the Future” appeals to my interests, using the Lawrence Journal-World in Lawrence, Kansas, as a benchmark.

Enjoy.

26 June, 2005 | No comments

Pop-Up Ads Shed Blocks, Tackle Consumers

Pop-Up Ads Shed Blocks, Tackle Consumers

By Steven J. Vaughan-Nichols
Special to The Washington Post
Sunday, June 26, 2005; Page F05

There was a time not so long ago when you could barely open a Web site without being buried with pop-up ads — unwanted windows advertising everything and anything up to and including the kitchen sink.

They existed for one very good reason: Annoying as they were, they worked.

26 June, 2005 | No comments

Viruses, Security Issues Undermine Internet

Viruses, Security Issues Undermine Internet

Viruses, Security Issues Undermine Internet
Experts Contemplate New Version

By Ariana Eunjung Cha
Washington Post Staff Writer
Sunday, June 26, 2005; Page A01

DENVER — E-mails were flooding in from all over the country. Something strange was going on with the Internet, alarmed computer users wrote. Google, eBay and other big sites had suddenly disappeared. Kyle Haugsness scanned the reports and entered crisis mode.

Part of the Internet was broken. For the 76th time that week.

Ariana Eunjung Cha of the Washington Post stresses the importance of guarding against online crime and fraudulent schemes that are pervasive on the World Wide Web.

In many respects, it is my hope that the University of Michigan’s fledgling Internet2 initiative will alleviate the burden of unscrupulous users on the new framework of the Internet.

However, for the time being, the problem is felt directly by me whenever I am attempting to persuade the elder members of my family to partake of the marvels of the Internet. Inevitably, the computing systems are improperly maintained and serviced, leaving them susceptible to a myriad of nascent online attacks.

26 June, 2005 | No comments

Geek.Com Geek News - Microsoft To Enforce Sender ID On Hotmail

Geek.Com Geek News - Microsoft To Enforce Sender ID On Hotmail

Everyone in my e-mail address book lamented my change of e-mail address from an MSN Hotmail account that I was using since my collegiate tenure.

Perhaps the following threaded article from Geek.Com will provide insights as to my modus operandi for inherently distrusting the Microsoft Corporation and its MSN Hotmail messaging system.

25 June, 2005 | No comments

Yahoo Subscription Search Won’t Do Much For Most - 06/25/05

Yahoo Subscription Search Won’t Do Much For Most - 06/25/05

By Leslie Walker / The Washington Post

Yahoo, locked in a feature war with Google, rolled out a new service last week that it touted as the first from a major search engine to let people sift through Internet subscription sites from a single query box.

25 June, 2005 | No comments

Chicago Tribune News : Technology

Chicago Tribune News : Technology

INSIDE TECHNOLOGY
Good News For Campers: More Parks Wired

JON VAN
Published June 25, 2005

Even when people go someplace to get away from it all, they like to take most of it with them these days.

At least that’s the implication of the latest unwired cities poll from Intel Corp.

25 June, 2005 | No comments

USATODAY.Com - AOL Takes Bold Step: Content’s Now Free

USATODAY.Com - AOL Takes Bold Step: Content’s Now Free

By Paul Davidson, USA TODAY
The walls guarding America Online’s proprietary content quietly started to crumble this week as the company placed most of its news, sports, chats and other features on the open Internet. That’s the culmination of AOL’s 18-month-old plan to vie head-on with Google, Yahoo and Microsoft as an advertising-driven Web portal. The new strategy is a bid to offset the loss of millions of subscribers.

24 June, 2005 | 2 comments

HoustonChronicle.Com - eBay Pushes Custom-Built Web Stores

HoustonChronicle.Com - eBay Pushes Custom-Built Web Stores

Associated Press

SAN JOSE, Calif. — Eager to find new sources of income beyond its popular online auction format, eBay Inc. launched a new service today that encourages small- and medium-sized sellers to build Web stores that operate independent of the e-commerce powerhouse.

23 June, 2005 | No comments

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