A Slip Between Cup and Lip
May 1, 2008 12:00 PM, By Richard H. Levey
March was a busy month for Starbucks. It introduced a new blend, Pike Place Roast, as well as French press and espresso machines to turn out higher-quality ...

Avoiding Customer Relationship Manipulation
May 1, 2008 12:00 PM, Ernan Roman
Recently I received yet another stream of e-mails and phone calls seeking to add value to my relationship with the seller. It quickly became apparent ...

Humana to Open Tempe Call Center
Apr 14, 2008 6:02 AM
Humana will an 81,789-square-foot call center on April 21 in Tempe, AZ, according to the Phoenix Business Journal. ...

Post-Merger, Click Tactics and Intrasight Rebrand as ClickSquared
Apr 2, 2008 7:56 AM
Click Tactics, Inc. and Intrasight, two relationship marketing services firms that merged last September, have rebranded themselves under a single name, ClickSquared. The company is based in Waltham, MA. ...

An Original or a Copy?
Apr 1, 2008 12:00 PM, Richard H. Levey
Quick is FedEx Kinko's new business loyalty program the original or a copy? It's a little of both, actually. On April 2, the Dallas-based company is relaunching ...

United Way Picks Clarity Group To Lead CRM Efforts
Mar 3, 2008 8:24 AM
United Way of America has retained Clarity Group to develop customer relationship management practices within its national operation, as well as 11 local United Way organizations. ...

Churn Away
Mar 1, 2008 12:00 PM, By Arthur Middleton Hughes
All industries suffer from voluntary churn — the loss of customers to some other company. But some get hit worse than others. ...

Canadian Call Centers Grow 28%
Feb 28, 2008 7:57 AM
Canadian call centers experienced an annual average increase in revenue of nearly 28% between 1998 and 2006, according to Statistics Canada. ...

Credit Card Firms Mailing More to Customers: Report
Feb 19, 2008 8:22 AM
Credit card marketers have begun using direct mail more to connect with current cardholders than to prospect for new ones, according to a report from Mintel Comperemedia. ...

OgilvyOne Named Agency of Record for Sears and Kmart
Jan 28, 2008 8:09 AM
Ogilvy Worldwide's digital and direct marketing division, OgilvyOne has been selected to serve as the agency of record for Sears Holdings Corp., the parent company of Kmart and Sears, Roebuck and Co. ...