SFGSM Customer Relationship Management (CRM) Columns
March/April '06 - When Were You Thinking of Revitalizing Your Services Portfolio? The Market Is Thinking "Now"!
July/August '05 - Moving from "Poor", to "Good", to "Awesome" Service
March/April '05 - The Importance of Fixing Your Customers - While You're Fixing the System
November/December '04 - What Should Be on Your Organization's End-of-Year CRM Shopping List?
September/October '04 - Applying the Right Technology Will Be Critical to the Success of Your CRM Program
May/June '04 - Preparing to Meet Customers' Services Needs and Requirements in an Uncertain Economic Environment
January/February '04 - As You Kick Off the New Year, Does Your CRM Program Require a "Mid-Course Correction"?
November/December '03 - Using the Right Analytical Tools to Gain a Better Understanding of Your Customers, Your Competitors, and Yourself
November/December`02 - Choosing the Right Strategy Can Get Your CRM Program Kick-Started; However, Moving Ahead without One Can Leave You Dead in the Water
July/August `02 - What's the Difference Between CRM, VRM, PRM and DRM? And What Should This All Mean to Your Organization?
March/April `02 - Measuring the Success of Your CRM Program
October `01 - Extending the Life Cycle of Your Individual Services Marketing Activities
August `01 - Services Marketing Requires Both an Internal and External Focus
June `01 - Using Existing Customer Databases for Future Business Development
April `01 - Marketing Services to Targeted Industry Segments
February `01 - Marketing on the Orient Express
October `00 - Leveraging Customer Service When Exhibiting at Trade Shows
August `00 - It Pays to Productize Your Customer Services
June `00 - Using Services Marketing to Your Advantage
April `00 - Maximizing Customer Satisfaction
February `00 - Healthcare Services
December `99 - Global Concept
October `99 - Organizing for Key Vertical Market Segments
August `99 - Unique Requirements of Vertical Market Segments
June `99 - Professional Services
April `99 - Logistics
November `98 - Internet Wave
September `98 - Planning for Customer Services & Support
July `98 - Channel Partners
2001: The Year of the "Real" New Millennium
2000: The Year of Professional Services
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