Home | What We Do | Customers | Our Team | Newsletters | Resources | Contact
Customer Centricity Newsletters

We now publish articles on Customer Centricity's blog site which you can reach by clicking here

Newsletter Archives

Issue #197
  • Book Recommendation - Customer Innovation
Issue #196
  • Apple Nails It -- Again!
Issue #195
  • Building a Customer-Centric Business Culture
Issue #194
  • SCORE 2014
Issue #193
  • Book recommendation - Conscious Capitalism
Issue #192
  • Post-Merger Integrations – Achieving Decisive Execution
Issue #191
  • Post-Merger Integrations - The Importance of Thorough Planning
Issue #190
  • Handling Customer Complaints in an Online World
Issue #189
  • Post-Merger Integrations - The "Arrogant Cowboy" and the "Indecisive Tortoise"
Issue #188
  • Achieving Success with Social Media
Issue #187
  • Achieving Success with Post-Merger Integrations
Issue #186
  • The Myth of Social Media for Businesses
Issue #185
  • The Power of Stories - Part 3
Issue #184
  • The Power of Stories - Part 2
Issue #183
  • The Power of Stories - Part 1
Issue #182
  • Eight Customer Service Trends for 2013 - Part 2
Issue #181
  • Eight Customer Service Trends for 2013 - Part 1
Issue #180
  • Customer Support Benchmarking Metrics
Issue #179
  • A Tale of Two CRMs - The Technology Factor
Issue #178
  • A Tale of Two CRMs - The Process Factor
Issue #177
  • A Tale of Two CRMs - People Factor Part 2
Issue #176
  • A Tale of Two CRMs - People Factor Part 1
Issue #175
  • A Tale of Two CRMs - Introduction
Issue #174
  • Getting Naked - A business Fable
Issue #173
  • Consumers Paying for Inefficiencies of Big Business
Issue #172
  • People, Process, and Technology - The Role of the Project Management Office (PMO)
Issue #171
  • People, Process, and Technology - Ensuring User Adoption Part 2
Issue #170
  • People, Process, and Technology - Ensuring User Adoption
Issue #169
  • Marketing and Delivery - Hand in Hand
Issue #168
  • People, Process, and Technology - The Right Dose of Rigor
Issue #167
  • People, Process, and Technology - Project Kickoff
Issue #166
  • People, Process, and Technology - A Balancing Act
Issue #165
  • The Customer Analysis Burden
Issue #164
  • Introducing the Customer Strategist
Issue #163
  • Project R-E-S-C-U-E
  • First Contact Resolution
Issue #162
  • Helping Those in Need...Again
  • Managing the Customer Experience - A Case Study Part 5
Issue #161
  • Managing the Customer Experience - A Case Study Part 4
  • CCI Serving Those in Need...Again
Issue #160
  • Are You Ready for the Recovery?
  • CCI Serving Those in Need...Again
Issue #159
  • Executive Sponsorship for Strategic Accounts
  • CCI Serving Those in Need...Again
Issue #158
  • Managing the Customer Experience - A Case Study Part 3
Issue #157
  • Managing the Customer Experience - A Case Study Part 2
Issue #156
  • Managing the Customer Experience - A Case Study
Issue #155
  • Apple - Doing Something Very Right
Issue #154
  • Improve or Die
Issue #153
  • Customer Experience Management - That Was Easy
Issue #152
  • CCI Sponsors 'Cool' Event
  • Head in the Sand or Nose to the Grindstone?
Issue #151
  • Your Customers...An Underutilized Asset?
Issue #150
  • Eking Out Improvements in a Cost-Constrained Environment
Issue #149
  • Accountability in Outsourcing and Offshoring
Issue #148
  • Be Careful What You Measure
Issue #147
  • Integrity and the Customer Relationship
Issue #146
  • To the CFO: Listen to the Voice of the Customer
Issue #145
  • A Head with a Heart
  • Thriving in the Hardest of Times - Bata Shoe Company (Part 2 of 2)
Issue #144
  • Thriving in the Hardest of Times - Bata Shoe Company (Part 1 of 2)
  • Get Your Serve On
Issue #143
  • Thriving While Others Hunker Down
  • Building Better Relationships Through Best Practices
  • Serving Those (Still) In Need
Issue #142
  • Thriving While Others Hunker Down
  • Tough Business Environment? Try Customer Feedback for Short Term Impact! (Part 2 of 2)
  • Serving Those (Still) In Need
Issue #141
  • Thriving While Others Hunker Down
  • Tough Business Environment? Try Customer Feedback for Short Term Impact! (Part 1 of 2)
  • Serving Those (Still) In Need
Issue #140
  • Thriving While Others Hunker Down
  • Serving Those (Still) In Need
Issue #139
  • Thriving While Others Hunker Down
  • Learning From The Past
  • Serving Those (Still) In Need
Issue #138
  • Getting Serious About Customer Feedback Management - Continued (Part 4)
Issue #137
  • How Does One Prosper in Turbulent Times?
  • Getting Serious About Customer Feedback Management (Part 3)
Issue #136
  • Thrive While Others Hunker Down
  • 2009 - Planning for Success (Part 2)
Issue #135
  • End the Doom and Gloom
  • 2009 - Planning for Success (Part 1)
Issue #134
  • Where is Your Firm on the Feedback Management Maturity Curve? (Part 2)
  • Learning From The Past
Issue #133
  • The Role of Feedback Management in Becoming Customer Centric
Issue #132
  • Help the Fight Against Hunger
  • Customer Data - Staying Well (Part 5)
Issue #131
  • Help the Fight Against Hunger
  • Customer Data - Getting Well (Part 4)
Issue #130
  • Customer Data - Stop the Bleeding (Part 3)
Issue #129
  • Net Promoters for the Rest of Us - How to Implement for Small/Medium Sized Businesses (Part 2)
Issue #128
  • Net Promoters for the Rest of Us - Growing Your Business by Managing for Customer Loyalty
  • Customer Data - Promoting Awareness of the Problem
    (Part 2)
Issue #127
  • Customer Data - Are You Neglecting a Key Corporate Asset?
Issue #126
  • The Importance of Referrals - Part 2
Issue #125
  • The Importance of Referrals
Issue #124
  • Score Conference
  • Online Networking
  • Are You Treating Your Prospects As If They Are Stupid?
Issue #123
  • Score Conference
  • Online Networking Survey - The Results
Issue #122
  • Score Conference
  • Online Networking Survey
  • What is the Hull Speed of Your Business?
Issue #121
  • Score Conference
  • Online Networking Phenomenon + Survey
Issue #120
  • Is "Sell" a 4-Letter Word?
Issue #119
  • 10 Rules for Retail Customer Service
Issue #118
  • Growth by Acquisition: Establish Key Assumptions and Planning Parameters (Part 5)
Issue #117
  • Creating Member Loyalty
Issue #116
  • Growth by Acquisition: Building the Integration Team (Part 4)
Issue #115
  • Growth by Acquisition: Setting the Stage for a Successful Acquisition (Part 3)
Issue #114
  • Join Craig Bailey at SCORE 2007
  • Growth by Acquisition: Goals and Necessities of Acquisitions (Part 2)
Issue #113
  • Join Craig Bailey at SCORE 2007
  • Growth by Acquisition
Issue #112
  • Get Your Serve On
Issue #111
  • CRM Implementations (Part 7): Your CRM Initiative is Now Live: What's Next?
  • Customer Centricity President Volunteering in Gulf Coast for Habitat for Humanity
Issue #110
  • CRM Implementations (Part 6): Proficiency After 2 Days of Training?
  • Customer Centricity CRM Article Appears in BusinessWeek
Issue #109
  • CRM Implementations (Part 5): Avoid Overly Aggressive Timelines
Issue #108
  • CRM Implementations (Part 4): Technology Challenges
Issue #107
  • CRM Implementations (Part 3): The Importance of Executive Sponsorship
Issue #106
  • CRM Implementations (Part 2): Addressing the Realities of Sales Force Automation Systems
Issue #105
  • CRM Implementations (Part 1): Addressing the Realities of Sales Force Automation Systems 
Issue #104
  • CRMI Loyalty Management Strategy Workshop
  • The Makings of a True Professional (Part 3)
Issue #103
  • Giving Back: Support Hunger Relief - Update
  • The Makings of a True Professional (Part 2)
Issue #102
  • Giving Back: Support Hunger Relief
  • The Makings of a True Professional (Part 1)l
Issue #101
  • A Tale of Two Customers
  • AFSMI World Conference
Issue #100
Issue #99
  • Outsourcing (Part 8): Feedback from Outsourcers and Their Customers
Issue #98
  • Outsourcing (Part 7): Maintaining Your Brand/Image
  • SCORE 2006 Symposium
Issue #97
  • Outsourcing (Part 6): Partners in Process
  • SCORE 2006 Symposium
Issue #96
  • Outsourcing (Part 5): Make Your Outsourcer a Partner
  • SCORE 2006 Symposium
  • 2006 Web Seminar 'Gold Series'
Issue #95
  • Outsourcing (Part 4): Measuring the Outsourcer Results
  • SCORE 2006 Symposium
Issue #94
  • Outsourcing (Part 3): Managing the Outsourcer Relationship
Issue #93
  • Outsourcing (Part 2): Who Owns the Outsourcer Relationship?
  • Is Your Customer Service Human or Machine? Your Customers Know
  • Craig Bailey to Present at Conference in Malaysia
Issue #92
  • Outsourcing (Part 1): Partner with your Outsourcer
  • Craig Bailey to Present at Conference in Malaysia
Issue #91
  • Is There a Governor on Your Telemarketing Program? (Part 2)
  • Craig Bailey to Present at Conference in Malaysia
Issue #90
  • Is There a Governor on Your Telemarketing Program? (Part 1)
  • Thumbs Up / Thumbs Down
Issue #89
  • How to Find and Hire Stellar Customer Support Representatives (Part 4)
Issue #88
  • How to Find and Hire Stellar Customer Support Representatives (Part 3)
  • Thumbs Up / Thumbs Down
Issue #87
  • How to Find and Hire Stellar Customer Support Representatives (Part 2)
  • Thumbs Up / Thumbs Down
Issue #86
  • How to Find and Hire Stellar Customer Support Representatives (Part 1)
  • Thumbs Up / Thumbs Down
Issue #85
  • Customer Advocacy (Part 16): Project Management Basics (Continued)
  • Thumbs Up / Thumbs Down
Issue #84
  • Customer Advocacy (Part 15): Project Management Basics
  • Thumbs Up / Thumbs Down
Issue #83
  • Customer Advocacy (Part 14): Navigating the Organization
  • Thumbs Up / Thumbs Down
Issue #82
  • Customer Advocacy (Part 13): Time is Money...and Your Reputation
  • Thumbs Up / Thumbs Down
Issue #81
  • Customer Advocacy (Part 12): The Written Word
  • Thumbs Up / Thumbs Down
Issue #80
  • Customer Advocacy (Part 11): A Bigger Picture Exists
  • Thumbs Up / Thumbs Down
Issue #79
  • Customer Advocacy (Part 10): Ensuring Mutual Understanding
  • Thumbs Up / Thumbs Down
Issue #78
  • Customer Advocacy (Part 9): Getting Into the Heart and Mind of Your Customer
  • Thumbs Up / Thumbs Down
  • Craig Bailey to Present at Conference in Malaysia
Issue #77
  • Customer Advocacy (Part 8): Framework for Success - Internal Management Review
Issue #76
  • Customer Advocacy (Part 7): Framework for Success - Managing the Customer Experience
  • Craig Bailey Joins CRMToday Magazine's Editorial Board
Issue #75
  • Customer Advocacy (Part 6): Framework for Success- Escalation and Response
  • Southwest Airlines (Part 5): Out-Operates the Competition
Issue #74
  • Customer Advocacy (Part 5): The Continuing Journey
  • Southwest Airlines (Part 4): Helps MY Bottom Line
Issue #73
  • Customer Advocacy (Part 4): Hostage Negotiator
  • Southwest Airlines (Part 3): Easy to Do Business With
Issue #72
  • Customer Advocacy (Part 3): What It's Not
  • Southwest Airlines (Part 2): Bending the Rules
Issue #71
  • Customer Advocacy (Part 2): What Is It?
  • Southwest Airlines (Part 1): Keeping Customers First
Issue #70
  • Becoming Customer Centric (Part 18): Communicate Back to the Customer Base
  • Customer Advocacy (Part 1): Why The Need?
Issue #69
  • Becoming Customer Centric (Part 17): Respond to the Customer with Account Strategies
Issue #68
  • Mergers & Acquisitions: It's All About the Customer Base
  • Becoming Customer Centric (Part 16): Respond to the Customer
Issue #67
  • Who Knows Your Customers Best?
  • Becoming Customer Centric (Part 15): Implement Customer-Focused Changes (Continued)
Issue #66
  • Becoming Customer Centric (Part 14): Implement Customer-Focused Changes
  • A Word from Our Readers
Issue #65
  • The CRM Mutiny
  • Becoming Customer Centric (Part 13): Socialize Results
Issue #64
  • Book Recommendation: Good to Great
  • Culling the Customer Herd
  • Becoming Customer Centric (Part 12): Analyze Information
Issue #63
  • The Customer is NOT Always Right
  • Becoming Customer Centric (Part 11): Involve the Customer
Issue #62

 

  • Becoming Customer Centric (Part 10): Mystery Shopper
  • Supply Chain Synchronizations (Part 2): Service Matrix
Issue #61
  • Becoming Customer Centric (Part 9); Observe Customer Actions and Behaviors
  • Supply Chain Synchronizations (Part 1)
Issue #60
  • Becoming Customer Centric (Part 8): Obtain Input from Customer-Facing Personnel
  • Support Manager's Top 10 Holiday List
Issue #59
  • Becoming Customer Centric (Part 7): Interview the Customer
Issue #58
  • Becoming Customer Centric (Part 6): Customer Surveys
  • Customer Centric Book Recommendation
Issue #57
  • Becoming Customer Centric (Part 5): Obtain the Pulse of the Customer
  • A Data-Driven Approach to IT Management (Part 2)
Issue #56
  • Becoming Customer Centric (Part 4): Voice of the Customer
  • A Data-Driven Approach to IT Management (Part 1)
Issue #55
  • Becoming Customer Centric (Part 3)
  • Exploring Outsourcing (Part 10): Managing the Relationship
Issue #54
  • Becoming Customer Centric (Part 2)
  • Exploring Outsourcing (Part 9): Implementation (Continued)
Issue #53
  • Becoming Customer Centric (Part 1)
  • Exploring Outsourcing (Part 9): Implementation
Issue #52
  • Amateur or Professional (Part 6): You Get What You Pay For
  • Exploring Outsourcing (Part 8): The Outsourcing Agreement
Issue #51
  • Amateur or Professional (Part 5): Avoiding the Swirl Factor
  • Exploring Outsourcing (Part 7): The Final Analysis
Issue #50
  • Amateur or Professional (Part 4): Is the Customer Always Right?
  • Exploring Outsourcing (Part 6): Selecting the Finalist
Issue #49
  • Amateur or Professional (Part 3): Because the Contract Says So, Make It So?
  • Exploring Outsourcing (Part 6): Oral Interviews
Issue #48
  • Amateur or Professional (Part 2): Wait for the Bullet or Fall on the Sword?
  • Exploring Outsourcing (Part 5): Eliminating Vendors
Issue #47
  • Amateur or Professional (Part 1): Big Project/Little Project, A Project Just the Same
  • Exploring Outsourcing (Part 4): Managing RFP Responses (Continued)
Issue #46
  • Exploring Outsourcing (Part 3): Managing RFP Responses
  • Service Management and IT Audits
Issue #45

 

  • Exploring Outsourcing (Part 2): The Request for Proposal
  • Managing the Enterprise Customer Relationship (Part 7)
Issue #44
  • Exploring Outsourcing (Part 1): The Basics of Outsourcing
  • Introduction to Systems Auditing: SAS 70

Issue #43

 

  • Managing the Enterprise Customer Relationship (Part 6)
  • Appreciating the Value of Front-line Supervisors
  • Upcoming Panel Discussion: Strategies for Successful Growth

Issue #42

 

  • Managing the Enterprise Customer Relationship (Part 5)
  • Relationship Management for Cross-Functional Projects
  • Upcoming Panel Discussion: Strategies for Successful Growth

Issue #41

 

 

  • Managing the Enterprise Customer Relationship (Part 4)
  • Being a Preferred Supplier (Part 6): More Common Pitfalls in Pursuing Preferred Supplier Strategies
  • White Paper: Distinguishing Your Business Through Excellent Customer Service

Issue #40

 

  • Managing the Enterprise Customer Relationship (Part 3)
  • Being a Preferred Supplier (Part 5): Common Pitfalls in Pursuing Preferred Supplier Strategies
  • White Paper: Preserving a Healthy Customer Base

Issue #39

 

  • Managing the Enterprise Customer Relationship (Part 2)
  • Being a Preferred Supplier (Part 4): More Strategies for Becoming -- and Remaining -- a Preferred Supplier
  • White Paper: Avoiding the Death Spiral While Reducing Operating Costs
Issue #38

 

  • Managing the Enterprise Customer Relationship (Part 1)
  • Being a Preferred Supplier (Part 3): Becoming -- and Remaining -- a Preferred Supplier
  • White Paper: Driving Continuous Improvement Efforts
Issue #37

 

  • Being a Preferred Supplier (Part 2): Characteristics of Preferred Suppliers
  • Rewarding and Incenting Customer Service Representatives (Part 5)
  • Contest Winner #2
Issue #36
  • Being a Preferred Supplier (Part 1)
  • Rewarding and Incenting Customer Service Representatives (Part 4)
  • Contest Winner #1
Issue #35
  • Preserving a Healthy Customer Base (Part 4)
  • Rewarding and Incenting Customer Service Representatives (Part 3)
  • And the Winners Are...
Issue #34
  • Preserving a Healthy Customer Base (Part 3)
  • CCI Contest
  • Rewarding and Incenting Customer Service Representatives (Part 2)
Issue #33
  • Newsletter Distribution Challenges
  • Preserving a Healthy Customer Base (Part 2)
  • CCI Contest
  • Rewarding and Incenting Customer Service Representatives (Part 1)
Issue #32
  • Preserving a Healthy Customer Base (Part 1)
  • Bug Fix Promises?
Issue #31
  • Customer Centricity Continuously Improves
  • What Do Your Customers Really Think of You? (Part 5)
  • Telecom Industry: Looking Ahead
Issue #30
  • Driving Continuous Improvement Efforts (Part 5): Making Continuous Improvement a Success

  • What Do Your Customers Really Think of You? (Part 4)

  • Recommended Reading

Issue #29
  • Driving Continuous Improvement Efforts (Part 4): Facilitating Effective Change Efforts

  • What Do Your Customers Really Think of You? (Part 3)

Issue #28
  • Driving Continuous Improvement Efforts (Part 3)

  • What Do Your Customers Really Think of You? (Part 2)

Issue #27
  • What Do Your Customers Really Think of You? (Part 1)

  • Driving Continuous Improvement Efforts (Part 2)

Issue #26
  • Driving Continuous Improvement Efforts (Part 1)

  • Customer Behavior Metrics (Part 4): Industry and Growth/Learning

Issue #25
  • Avoiding the Death Spiral While Reducing Operating Costs (Part 10): Renegotiate Vendor Contracts

  • Customer Behavior Metrics (Part 3): Prevent Customer Problems with Company Performance Metrics

Issue #24
  • Avoiding the Death Spiral While Reducing Operating Costs  (Part 9): Cease Big, Expensive Projects with Long-Term ROI

  • Customer Behavior Metrics (Part 2): Identify Changing Customer Attitudes

Issue #23
  • Avoiding the Death Spiral While Reducing Operating Costs (Part 8): Make Informed, Not Random, Cuts

  • Customer Behavior Metrics (Part 1): Don't Solve Your Customer Problems, Prevent Them!

Issue #22
  • 10 Ways to Maximize the Performance of Your Call Center Without Additional Investments in Technology

  • Avoiding the Death Spiral While Reducing Operating Costs (Part 7): Segment the Customer Base & Provide Appropriate Levels of Support for Each

Issue #21
  • Join us TODAY at the New England Call Center Forum

  • Avoiding the Death Spiral While Reducing Operating Costs (Part 6): Perform Elements of Work With Lower Cost Labor

Issue #20
  • Join us at the New England Call Center Forum  

  • Avoiding the Death Spiral While Reducing Operating Costs (Part 5)

Issue #19
  • Avoiding the Death Spiral While Reducing Operating Costs (Part 4)

  • The Call Center - Your Corporate Talent Pool

  • New White Paper Available

Issue #18
  • Avoiding the Death Spiral While Reducing Operating Costs (Part 3)

  • Supporting New Product Rollouts

Issue #17
  • Avoiding the Death Spiral While Reducing Operating Costs (Part 2) 

  • ACTIVE (Part 6)

  • New White Papers Available

Issue #16
  • Avoiding the Death Spiral While Reducing Operating Costs (Part 1)

  • ACTIVE (Part 5)

  • New White Papers Available

Issue #15
  • Are Your Service Personnel Empowered?

  • What to Do When Customer Service Asks “Where’s the Data?”

  • ACTIVE (Part 4)

Issue #14
  • Customer Centricity Delivering - A Customer Service Workshop

  • ACTIVE (Part 3)

  • Is Your Customer Data a Competitive Asset?

Issue #13
  • Customer Centricity Delivering - A Customer Service Workshop

  • Where to focus: on Wall Street or the Customer?

  • ACTIVE (Part 2)

  • Strengthening Customer Relationships With Data Integrity

Issue #12
  • Customer Centricity Delivering - A Customer Service Workshop

  • ACTIVE: Floats Like A Butterfly, Stings Like A Bee… (Part 1)

  • Reduce the Stress in Selecting Your Call Management System (Part 4)

Issue #11
  • New - Perception Polling Service

  • Customer Centricity Delivering A Customer Service Workshop

  • From The President's Desk - The Year Ahead: What Can You Do?

  • Reduce the Stress in Selecting Your Call Management System (Part 3)

Issue #10
  • NorthBridge Partners Align with Customer Centricity, Inc.

  • Customer Centricity Delivering A Customer Service Workshop

  • Avoiding Common Pitfalls of CRM (Part 5)

  • Reduce the Stress in Selecting Your Call Management System (Part 2)

  • Let's Talk About Purchasing Relationships

Issue #9
  • Customer Centricity Delivering A Customer Service Workshop

  • Avoiding Common Pitfalls of CRM (Part 4)

  • Reduce the Stress in Selecting Your Call Management System (Part 1)

  • Can Outsourcing Contact Center Functions Work For Me?

Issue #8
  • Customer Centricity Delivering A Customer Service Workshop
  • Avoiding CRM's Common Pitfalls (Part 3)
  • Importance of Sales and Service Teaming
Issue #7
  • Customer Centricity Delivering A Customer Service Workshop
  • Avoiding CRM's Common Pitfalls (Part 2)
  • Bill Tobin’s Top 10 List For Help Desk Managers During This Holiday Season
Issue #6
  • Spotlight: New Customer Centricity Offering
  • Avoiding CRM's Common Pitfalls (Part 1)
Issue #5
  • How can we better serve you?
  • Customer Centricity presents - A Customer Service Workshop
  • Spotlight: Customer Centricity Offering
  • Unlocking The Value Of Your Customer Satisfaction Surveys (Part 5): Management Review and Assessment
Issue #4
  • Spotlight: Customer Centricity Offering
  • Distinguishing Your Business With Excellent Customer Service
  • Unlocking The Value Of Your Customer Satisfaction Surveys (Part 4): Implementing Account Strategies
Issue #3
  • Customer Centricity Takes to the Air Waves - Update 
  • Unlocking the Value of Your Customer Satisfaction Surveys (Part 3)
Issue #2
  • Customer Centricity takes to the air waves
  • Customer Centricity In The News
  • Unlocking the Value of Your Customer Satisfaction Surveys (Part 2)
Issue #1
  • Our New Web-Site
  • Customer Centricity In The News
  • Unlocking the Value of Your Customer Satisfaction Surveys (Part 1)
 

Click here to view our latest post

 

Embarking on the Journey to Customer Centricity? If so, see our resource section for tools and articles to help you get started.

Click Here

 

Avoid the pitfalls of CRM deployments.  Learn from the mistakes of those that came before you in this informative whitepaper.

Read More

 
 
Home | What We Do | Customers | Our Team | Newsletters | Resources | Contact

© Copyright 2003-2016 Customer Centricity, Inc. All rights reserved.