• Getting Naked - A Business Fable

• Consumers Paying for Inefficiencies of Big Business

• People, Process, and Technology - The Role of the Project Management Office (PMO)

• People, Process, and Technology - Ensuring User Adoption Part 2

• People, Process, and Technology - Ensuring User Adoption

• Marketing and Delivery - Hand in Hand

• People, Process, and Technology - The Right Dose of Rigor

• People, Process, and Technology - Project Kickoff

• People, Process, and Technology - A Balancing Act

• The Customer Analysis Burden

• Introducing the Customer Strategist

• Project R-E-S-C-U-E
• First Contact Resolution

• Helping Those in Need...Again
• Managing the Customer Experience - A Case Study Part 5

• Managing the Customer Experience - A Case Study Part 4
• CCI Serving Those in Need...Again

• Are You Ready for the Recovery?
• CCI Serving Those in Need...Again

• Executive Sponsorship for Strategic Accounts
• CCI Serving Those in Need...Again

• Managing the Customer Experience - A Case Study Part 3

• Managing the Customer Experience - A Case Study Part 2

• Managing the Customer Experience - A Case Study

• Apple - Doing Something Very Right

• Improve or Die

• Customer Experience Management - That Was Easy

• CCI Sponsors 'Cool' Event
• Head in the Sand or Nose to the Grindstone?

• Your Customers...An Underutilized Asset?

• Eking Out Improvements in a Cost-Constrained Environment

• Accountability in Outsourcing and Offshoring

• Be Careful What You Measure

• Integrity and the Customer Relationship

• To the CFO: Listen to the Voice of the Customer

• A Head with a Heart
• Thriving in the Hardest of Times - Bata Shoe Company (Part 2 of 2)

• Thriving in the Hardest of Times - Bata Shoe Company (Part 1 of 2)
• Get Your Serve On

• Thriving While Others Hunker Down
• Building Better Relationships Through Best Practices
• Serving Those (Still) In Need

• Thriving While Others Hunker Down
• Tough Business Environment? Try Customer Feedback for Short Term Impact! (Part 2 of 2)
• Serving Those (Still) In Need

• Thriving While Others Hunker Down
• Tough Business Environment? Try Customer Feedback for Short Term Impact! (Part 1 of 2)
• Serving Those (Still) In Need

• Thriving While Others Hunker Down
• Serving Those (Still) In Need

• Thriving While Others Hunker Down
• Learning From The Past
• Serving Those (Still) In Need

• Getting Serious About Customer Feedback Management - Continued (Part 4)

• How Does One Prosper in Turbulent Times?
• Getting Serious About Customer Feedback Management (Part 3)

• Thrive While Others Hunker Down
• 2009 - Planning for Success (Part 2)

• End the Doom and Gloom
• 2009 - Planning for Success (Part 1)

• Where is Your Firm on the Feedback Management Maturity Curve? (Part 2)
• Learning From The Past

• The Role of Feedback Management in Becoming Customer Centric

• Help the Fight Against Hunger
• Customer Data - Staying Well (Part 5)

• Help the Fight Against Hunger
• Customer Data - Getting Well (Part 4)

• Customer Data - Stop the Bleeding (Part 3)

• Net Promoters for the Rest of Us - How to Implement for Small/Medium Sized Businesses (Part 2)

• Net Promoters for the Rest of Us - Growing Your Business by Managing for Customer Loyalty
• Customer Data - Promoting Awareness of the Problem
  (Part 2)

• Customer Data - Are You Neglecting a Key Corporate Asset?

• The Importance of Referrals - Part 2

• The Importance of Referrals

• Score Conference
• Online Networking
• Are You Treating Your Prospects As If They Are Stupid?

• Score Conference
• Online Networking Survey - The Results

• Score Conference
• Online Networking Survey
• What is the Hull Speed of Your Business?

• Score Conference
• Online Networking Phenomenon + Survey

• Is "Sell" a 4-Letter Word?

• 10 Rules for Retail Customer Service

• Growth by Acquisition: Establish Key Assumptions and Planning Parameters (Part 5)

• Creating Member Loyalty

• Growth by Acquisition: Building the Integration Team (Part 4)

• Growth by Acquisition: Setting the Stage for a Successful Acquisition (Part 3)

• Join Craig Bailey at SCORE 2007
• Growth by Acquisition: Goals and Necessities of Acquisitions (Part 2)

• Join Craig Bailey at SCORE 2007
• Growth by Acquisition

• Get Your Serve On

• CRM Implementations (Part 7): Your CRM Initiative is Now Live: What's Next?
• Customer Centricity President Volunteering in Gulf Coast for Habitat for Humanity

• CRM Implementations (Part 6): Proficiency After 2 Days of Training?
• Customer Centricity CRM Article Appears in BusinessWeek

• CRM Implementations (Part 5): Avoid Overly Aggressive Timelines

• CRM Implementations (Part 4): Technology Challenges

• CRM Implementations (Part 3): The Importance of Executive Sponsorship

• CRM Implementations (Part 2): Addressing the Realities of Sales Force Automation Systems

• CRM Implementations (Part 1): Addressing the Realities of Sales Force Automation Systems 

• CRMI Loyalty Management Strategy Workshop
• The Makings of a True Professional (Part 3)

• Giving Back: Support Hunger Relief - Update
• The Makings of a True Professional (Part 2)

• Giving Back: Support Hunger Relief
• The Makings of a True Professional (Part 1)l

• A Tale of Two Customers
• AFSMI World Conference

• AFSMI World Conference
• Book Recommendation: The 8th Habit

• Outsourcing (Part 8): Feedback from Outsourcers and Their Customers

• Outsourcing (Part 7): Maintaining Your Brand/Image
• SCORE 2006 Symposium

• Outsourcing (Part 6): Partners in Process
• SCORE 2006 Symposium

• Outsourcing (Part 5): Make Your Outsourcer a Partner
• SCORE 2006 Symposium
• 2006 Web Seminar 'Gold Series'

• Outsourcing (Part 4): Measuring the Outsourcer Results
• SCORE 2006 Symposium

• Outsourcing (Part 3): Managing the Outsourcer Relationship

• 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

• Outsourcing (Part 1): Partner with your Outsourcer
• Craig Bailey to Present at Conference in Malaysia

• Is There a Governor on Your Telemarketing Program? (Part 2)
• Craig Bailey to Present at Conference in Malaysia

• Is There a Governor on Your Telemarketing Program? (Part 1)
• Thumbs Up / Thumbs Down

• How to Find and Hire Stellar Customer Support Representatives (Part 4)

• How to Find and Hire Stellar Customer Support Representatives (Part 3)
• Thumbs Up / Thumbs Down

• How to Find and Hire Stellar Customer Support Representatives (Part 2)
• Thumbs Up / Thumbs Down

• How to Find and Hire Stellar Customer Support Representatives (Part 1)
• Thumbs Up / Thumbs Down

• Customer Advocacy (Part 16): Project Management Basics (Continued)
• Thumbs Up / Thumbs Down

• Customer Advocacy (Part 15): Project Management Basics
• Thumbs Up / Thumbs Down

• Customer Advocacy (Part 14): Navigating the Organization
• Thumbs Up / Thumbs Down

• Customer Advocacy (Part 13): Time is Money...and Your Reputation
• Thumbs Up / Thumbs Down

• Customer Advocacy (Part 12): The Written Word
• Thumbs Up / Thumbs Down

• Customer Advocacy (Part 11): A Bigger Picture Exists
• Thumbs Up / Thumbs Down

• Customer Advocacy (Part 10): Ensuring Mutual Understanding
• Thumbs Up / Thumbs Down

• 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

• Customer Advocacy (Part 8): Framework for Success - Internal Management Review

• Customer Advocacy (Part 7): Framework for Success - Managing the Customer Experience
• Craig Bailey Joins CRMToday Magazine's Editorial Board

• Customer Advocacy (Part 6): Framework for Success- Escalation and Response
• Southwest Airlines (Part 5): Out-Operates the Competition

• Customer Advocacy (Part 5): The Continuing Journey
• Southwest Airlines (Part 4): Helps MY Bottom Line

• Customer Advocacy (Part 4): Hostage Negotiator
• Southwest Airlines (Part 3): Easy to Do Business With

• Customer Advocacy (Part 3): What It's Not
• Southwest Airlines (Part 2): Bending the Rules

• Customer Advocacy (Part 2): What Is It?
• Southwest Airlines (Part 1): Keeping Customers First

• Becoming Customer Centric (Part 18): Communicate Back to the Customer Base
• Customer Advocacy (Part 1): Why The Need?

• Becoming Customer Centric (Part 17): Respond to the Customer with Account Strategies

• Mergers & Acquisitions: It's All About the Customer Base
• Becoming Customer Centric (Part 16): Respond to the Customer

• Who Knows Your Customers Best?
• Becoming Customer Centric (Part 15): Implement Customer-Focused Changes (Continued)

• Becoming Customer Centric (Part 14): Implement Customer-Focused Changes
• A Word from Our Readers

• The CRM Mutiny
• Becoming Customer Centric (Part 13): Socialize Results

• Book Recommendation: Good to Great
• Culling the Customer Herd
• Becoming Customer Centric (Part 12): Analyze Information

• The Customer is NOT Always Right
• Becoming Customer Centric (Part 11): Involve the Customer

• Becoming Customer Centric (Part 10): Mystery Shopper
• Supply Chain Synchronizations (Part 2): Service Matrix

• Becoming Customer Centric (Part 9); Observe Customer Actions and Behaviors
• Supply Chain Synchronizations (Part 1)

• Becoming Customer Centric (Part 8): Obtain Input from Customer-Facing Personnel
• Support Manager's Top 10 Holiday List

• Becoming Customer Centric (Part 7): Interview the Customer

• Becoming Customer Centric (Part 6): Customer Surveys
• Customer Centric Book Recommendation

• Becoming Customer Centric (Part 5): Obtain the Pulse of the Customer
• A Data-Driven Approach to IT Management (Part 2)

• Becoming Customer Centric (Part 4): Voice of the Customer
• A Data-Driven Approach to IT Management (Part 1)

• Becoming Customer Centric (Part 3)
• Exploring Outsourcing (Part 10): Managing the Relationship

• Becoming Customer Centric (Part 2)
• Exploring Outsourcing (Part 9): Implementation (Continued)

• Becoming Customer Centric (Part 1)
• Exploring Outsourcing (Part 9): Implementation

• Amateur or Professional (Part 6): You Get What You Pay For
• Exploring Outsourcing (Part 8): The Outsourcing Agreement

• Amateur or Professional (Part 5): Avoiding the Swirl Factor
• Exploring Outsourcing (Part 7): The Final Analysis

• Amateur or Professional (Part 4): Is the Customer Always Right?
• Exploring Outsourcing (Part 6): Selecting the Finalist

• Amateur or Professional (Part 3): Because the Contract Says So, Make It So?
• Exploring Outsourcing (Part 6): Oral Interviews

• Amateur or Professional (Part 2): Wait for the Bullet or Fall on the Sword?
• Exploring Outsourcing (Part 5): Eliminating Vendors

• Amateur or Professional (Part 1): Big Project/Little Project, A Project Just the Same
• Exploring Outsourcing (Part 4): Managing RFP Responses (Continued)

• Exploring Outsourcing (Part 3): Managing RFP Responses
• Service Management and IT Audits

• Exploring Outsourcing (Part 2): The Request for Proposal
• Managing the Enterprise Customer Relationship (Part 7)

• 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

• 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

• Being a Preferred Supplier (Part 2): Characteristics of Preferred Suppliers
• Rewarding and Incenting Customer Service Representatives (Part 5)
• Contest Winner #2

• Being a Preferred Supplier (Part 1)
• Rewarding and Incenting Customer Service Representatives (Part 4)
• Contest Winner #1

• Preserving a Healthy Customer Base (Part 4)
• Rewarding and Incenting Customer Service Representatives (Part 3)
• And the Winners Are...

• Preserving a Healthy Customer Base (Part 3)
• CCI Contest
• Rewarding and Incenting Customer Service Representatives (Part 2)

• Newsletter Distribution Challenges
• Preserving a Healthy Customer Base (Part 2)
• CCI Contest
• Rewarding and Incenting Customer Service Representatives (Part 1)

• Preserving a Healthy Customer Base (Part 1)
• Bug Fix Promises?

• Customer Centricity Continuously Improves
• What Do Your Customers Really Think of You? (Part 5)
• Telecom Industry: Looking Ahead

• Driving Continuous Improvement Efforts (Part 5): Making Continuous Improvement a Success

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

• Recommended Reading

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

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

• Driving Continuous Improvement Efforts (Part 3)

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

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

• Driving Continuous Improvement Efforts (Part 2)

• Driving Continuous Improvement Efforts (Part 1)

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

• 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

• 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

• 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!

• 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

• 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

• Join us at the New England Call Center Forum  

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

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

• The Call Center - Your Corporate Talent Pool

• New White Paper Available

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

• Supporting New Product Rollouts

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

• ACTIVE (Part 6)

• New White Papers Available

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

• ACTIVE (Part 5)

• New White Papers Available

• Are Your Service Personnel Empowered?

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

• ACTIVE (Part 4)

• Customer Centricity Delivering - A Customer Service Workshop

• ACTIVE (Part 3)

• Is Your Customer Data a Competitive Asset?

• 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

• 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)

• 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)

• 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

• 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?

• Customer Centricity Delivering A Customer Service Workshop
• Avoiding CRM's Common Pitfalls (Part 3)
• Importance of Sales and Service Teaming

• 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

• Spotlight: New Customer Centricity Offering
• Avoiding CRM's Common Pitfalls (Part 1)

• 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

• Spotlight: Customer Centricity Offering
• Distinguishing Your Business With Excellent Customer Service
• Unlocking The Value Of Your Customer Satisfaction Surveys (Part 4): Implementing Account Strategies

• Customer Centricity Takes to the Air Waves - Update 
• Unlocking the Value of Your Customer Satisfaction Surveys (Part 3)

• Customer Centricity takes to the air waves
• Customer Centricity In The News
• Unlocking the Value of Your Customer Satisfaction Surveys (Part 2)

• Our New Web-Site
• Customer Centricity In The News
• Unlocking the Value of Your Customer Satisfaction Surveys (Part 1)

Meet our founder. View Customer Centricity President and Founder Craig Bailey in a recent video interview

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

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

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