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  • In CRM Software, Cost Control Is Impulse Control

    Behavioral economics has proven that we're all pretty bad at making rational decisions. So what are you supposed to do about it? Make the people who want shiny new software pay for it themselves.

    Written by David Taber12 May 14 22:56
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  • If You Can't Go Agile for CRM Project, Fixed-Price Can Work

    Agile is the best approach for CRM projects, but what if management just won't let you go there? What does it really mean to have a fixed-price, fixed-deliverable project? You will have to put in more effort, but you can succeed in the long run.

    Written by David Taber10 Jan. 13 13:56
  • Top 10 CRM Tricks Guaranteed to Lose Customers

    Best-practices articles are as dull to read as they are to write, columnist David Taber says. So here are 10 customer support system worst practices that are certain to derail customer satisfaction.

    Written by David Taber25 Oct. 12 12:51
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