Expert Advice

We get so wound up talking about the value of online communities for social CRM purposes -- for instance, in building loyalty, identifying potential leads, and improving the quality of service our businesses deliver -- that sometimes we forget that they're really scaled-up versions of actual communi...

User interfaces will not necessarily change the way we live -- the technology will. However, for technology to work and be embraced by new consumers and emerging populations around the world, user interface design is crucial; it enables people to access and use the advancements in technology. Withou...

The average American credit cardholder carries 3.5 credit cards, according to the Federal Reserve Bank of Boston's 2010 Survey of Consumer Payment Choice. Today, consumers use credit cards to pay for more than just large-ticket items. Everything from household items and utilities to insurance premiu...

The current anti-cybersquatting model of preregistering 25,000 domain name combinations to surround a master brand name identity and avoid possible cybersquatting will slowly fade away. Cybersquatting came about due to the original easy access of no-questions-asked, cheap domain name registrations.

Why would someone invest $187,000 for single name application with ICANN plus another few hundred-thousand dollars on related costs to acquire a new gTLD domain root system? Simple, the real motivation will be to declare global-image cyberwarfare and to create global market domination under a na...

Is it just me, or does it seem like every day there's another breach to worry about? RSA, Epsilon, Sony, now Citibank -- it seems like a day doesn't go by where there isn't another high-profile breach in the news. It seems like everyone's getting hacked, and it seems like it's happening with incre...

If you knew you could apply a number of best-in-class lead generation processes proven to close five times more deals than average processes, would you do it? Seems like a no brainer, doesn't it? But in reality, many companies continue to implement lead generation processes that can be considered av...

Customer experience can make or break a company. The pressure to manage costs has never been greater, but it's a fatal mistake to view customer service channels as a cost center. The solution? An at-home workforce that delivers excellent results: 10 percent higher customer satisfaction; 30 percent m...

For almost a year, service providers and their clients have been the focus of spear-phishing and other intrusions that have resulted in large-scale direct and indirect data breaches. It's scary stuff, and the worst of it is far from over. Largely, these breaches have come in two flavors: system int...

It's often said that CRM is always a work in progress. Never mind the fact that I'm the one who's often saying it -- it's true, if you're doing it right. You should always be looking for areas where you can coach your people, adjust your processes, and fine-tune your technology. However, thinking ab...