Customer Relationship Management
  1. CIOs and the Battle For Customers (Optimize Magazine January/2006)
  2. CRM Claim The Corner Office (CRM Magazine Nov/04)

  3. Customer Experience Excellence (CRM Magazine Dec/2009)

  4. Don’t Get Buried in Customer Data – Use It (HBS Working Knowledge 07/21/03)
  5. Fine Line Between Success and Failure (CNET News.com 01/18/03)
  6. Frequent Flyer Program Evolution (InsideFlyer.com Jan/2008)

  7. Information Overload (CRM Magazine Dec/2009)

  8. Making CRM Work (LOMA Resource Jan/04)
  9. Managing Customer Experience (HBS Working Knowledge 11/07/2005)

  10. Splitting Up With Your Cell Phone Carrier (c|net news.com 07/06/2007)

  11. The Agonies of Lewis Black (Fast Company 09/01/2006)
  12. Vanguard’s Vision of the Customer Experience (Optimize Magazine January/2006)
  13. What’s Your Return on Customer? (LOMA May/2005)
  14. Why Companies Succeed and Fail at CRM (KnowledgeWharton 01/15/03)
Useful Links:

Archives (2002 and earlier)
 

Revised 06/25/2010