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CRM lessons from BlackBerry's service disaster
BlackBerry users are furious at the service outage - and the company's response. So how should it have reacted?
Marks & Spencer spills customer service secrets
Employee engagement and good customer service are integrally linked, believes Tanith Dodge, HR director of Marks & Spencer.
Anticipate what customers want, engage in real-time and save 25%
 70-80% of customers start their journeys online, so why not answer their questions - before they phone, send an email or abandon the conversation. Read this whitepaper to find out how to increase sales, satisfaction and first-contact resolution rates - and reduce cost of service by 25%.
The six elements of customer service evolution
Mitch Lieberman outlines the top-level changes that are taking place within customer service to keep pace with customers.
Find out why it pays to be anti-social
 Several commentators claim social media channels aren't the right way to interact with customers, since 90% of your audience don't use them. This is the right conclusion but it's drawn from the wrong premise - find out more in this whitepaper.
How to humanise your marketing content
Richard Evans shares advice on how to use a combination of mobile, social and email for personalised messages that won't turn the customer off.
eBook: Marketing is changing - so should you
 Customer behaviour is becoming increasingly interactive with 1.4 billion people worldwide using email and over 500 million Facebook users. This eBook explains how your company can increase revenue by changing the way you communicate with your customers. Download now
comScore launches social display ad intelligence tool, publishes brand rankings
Ad Metrix Social offers visibility into the social side of the display advertising landscape as comScore reveals the top 10 'most social' display advertisers.
Do you know what is being said about you?
 The fundamental question for companies to address when considering their social media strategy is: 'How well do you know what is being said about you?'. The fourth in a series of articles from Cognizant focuses on monitoring social media effectively. Read more
Conversations about brands being missed by CMOs
Most chief marketers are stuck in the 20th century and admit they are not sufficiently plugged into real-time conversations about their brands.
Where sales and marketing meet
 FUNNEL, 1 November in London, looks at the tools, technologies and tactics transforming the way marketers and sales people engage with prospects. It's all about aligning marketing and sales to drive new business through the sales/marketing funnel through key stages of attract, engage, nurture and convert. Register now
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