Happy employees, happy customers

To borrow a phrase, it was the best of times; it was the worst of times. It was July 27, 2003, just after 5 a.m., when my wife delivered our identical twin boys.

Published on: June 21st, 2004 Thomas Wailgum

Today’s CIO may be tomorrow’s CMO

They may not be "structured, enabled or empowered to take a leadership role," but IT organizations, and CIOs in particular, are now playing a central, if not the central, role in building effective

Published on: February 26th, 2003 Dan Verton

Gartner: Web-driven channel conflicts

Channel conflict isn't something companies only need to worry about when they launch their e-commerce initiatives. If not handled properly, such conflicts can sabotage how businesses deal with their customers long after a

Published on: April 4th, 2001 Sharon Machlis

IT will help to increase support staff numbers

It was a decade of lousy music, bad haircuts and crummy politicians. But the worst legacy of the 1980s may have been the experience of being a customer.Remember the days of the take-it-or-leave-it

Published on: August 10th, 2000 Dan McLean

CRM: making every customer contact a marketing event

Delivering enterprise-wide, integrated Customer Relationship Management (CRM) is rapidly becoming a priority for many organizations.The objective is to consolidate and integrate customer information from across the organization and to provide simple end-user access

Published on: July 1st, 1999 Cal Rosen