All posts by francis_buttle

Title Type Datesort icon Views Comments Categories
Where is the best practice customer-generated wiki? Blog 2011-05-03 1,800 0 Service and Support, Social Business
Book review: "Complaint" by Julian Baggini Blog 2010-07-16 1,673 0 Leadership, Service and Support
Want deeper insight into customer loyalty? Go see “Up in the Air”. Blog 2010-07-05 2,215 3 Customer Loyalty, Customer Strategy
Failed CRM implementation finally costs HP $465 million in damages. Blog 2010-06-20 5,622 5 Enterprise Technology, Chief Information Officer, Technology Implementation
BP = Bad Publicity Blog 2010-06-17 2,939 0 Leadership, Social Business
Does anyone still trust Google? Blog 2010-06-13 1,617 1 Leadership, Enterprise Technology
Must-change lessons for CRM outsourcers from Sky vs EDS legal stoush Blog 2010-04-01 2,018 0 Enterprise Technology
BSkyB vs. EDS: the claim, the judgement and the consequences Blog 2010-02-25 2,484 0 Enterprise Technology
Enraged customer faces multiple attempted murder charges Blog 2010-02-06 1,484 0 Customer Experience
EDS to pay interim damages of £200m (US$317 million) to BSkyB Blog 2010-02-05 1,727 0 Enterprise Technology
BSkyB vs. EDS – identifying and valuing $1bn lost business benefits Blog 2010-02-04 1,478 0 Service and Support
Perjury harms EDS defence in $1.13 billion damages lawsuit Blog 2010-02-02 2,516 0 Large Enterprise, Technology Implementation
BSkyB wins! EDS act fraudulently in $1.6 billion case. Appeal expected. Blog 2010-01-27 1,701 0 Enterprise Technology
BSkyB v. EDS: The $1.6 Billion Legal Case That Will Change CRM Forever Article 2009-12-23 11,254 3 Large Enterprise, Enterprise Technology, Technology Implementation, Telecommunications
Westpac patronises customers; will customers patronise Westpac? Blog 2009-12-13 2,565 2 Leadership, Customer Experience, Customer Strategy
Astroturfing – a new ethical dilemma Blog 2009-12-07 2,708 1 Digital Marketing, Customer Experience, Voice of Customer, Customer Strategy, Chief Customer Officer
Pizza Hut all a-twitter Blog 2009-12-06 1,914 0 Service and Support, Digital Marketing, Social Business, Customer Experience, Voice of Customer, Customer Process, Chief Customer Officer, Technology Implementation
Social media really do influence consumers... and how! Blog 2009-12-01 3,685 2 Leadership, Social Business, Contact Center, Customer Experience, Voice of Customer, Chief Customer Officer
Managing Relationships with Patient Advocacy Groups Article 2009-11-20 8,741 0 Sales Performance, Service and Support, Digital Marketing, Healthcare Services, Chief Customer Officer, Chief Information Officer
It's your funeral! Blog 2009-11-16 1,592 0 Customer Experience, Customer Process
Where are the higher education programs in CRM? Blog 2009-10-20 1,880 0 Customer Management Education
Alternate Dispute Resolution: A Solution for Unresolved Customer Complaints Article 2009-09-25 7,028 0 Chief Customer Officer
It’s a dirty business but...... Blog 2009-09-17 1,375 0 Service and Support, Contact Center, Customer Experience, Chief Customer Officer, Technology Implementation
How complaints handling delivers customer retention benefits Research Report 2009-09-05 18,053 0 Leadership, Sales Performance, Service and Support, Digital Marketing, Customer Analytics, Customer Experience, Voice of Customer, Customer Loyalty, Customer Process, Employee Engagement
Francis Buttle and Associates PL Company Profile 2009-09-05 2,997 0
What to do about customer disputes? Blog 2009-09-05 1,219 0 Service and Support, Digital Marketing, Contact Center, Customer Experience, Voice of Customer, Chief Customer Officer
CRM: Still Misunderstood, Still Vital Interview 2009-01-11 4,263 0 Digital Marketing, Customer Strategy, Chief Customer Officer
The "R" Effect: How to Adapt Your Business to a Fundamental Shift in Customer Behavior Blog 2008-12-09 2,444 2 Customer Experience, Customer Strategy, Chief Customer Officer
Multichannel Customer Experience: There's a Role for Technology Blog 2008-08-22 3,519 4 Sales Performance, Service and Support, Digital Marketing, Customer Experience, Customer Strategy, Chief Customer Officer, Chief Information Officer, Technology Implementation
Your Customer Complaints Could Be Costing You More Than You Realize Article 2008-03-11 11,118 1 Service and Support, Business / Legal Services, Voice of Customer, Customer Loyalty, Customer Strategy, Financial Services, Chief Customer Officer
Who Is Offering Degree-Level Courses in CRM? Blog 2008-02-26 4,762 1 Education, Chief Customer Officer, Customer Management Education
Research Results: Complaint-Handling Processes Drive Up Customer Retention Blog 2008-02-01 5,694 8 Service and Support, Digital Marketing, Contact Center, Voice of Customer, Customer Loyalty
Two Good Reasons Not To Focus on Customer Retention Blog 2008-01-23 6,905 13 Digital Marketing, Customer Loyalty, Performance Management, Customer Strategy, Performance Metrics, Chief Customer Officer
Time To Lie Down in a Dark Room..... Blog 2007-11-08 2,740 0 Service and Support, Customer Experience, Voice of Customer, Chief Customer Officer
Turning Customers Into Good Corporate Citizens Blog 2007-11-08 2,239 0 Service and Support, Digital Marketing, Customer Loyalty, Chief Customer Officer
Email or Web Form? Blog 2007-08-02 2,451 0 Digital Marketing, Contact Center, Customer Experience
It's a New World for Marketing, Thanks to CRM Blog 2007-03-22 2,732 0 Digital Marketing
Who Is Educating the Next Generation? Article 2006-12-18 6,617 3 Leadership, Education, Employee Engagement
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