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CBM Trends for 2009: Think, Feel and Connect Customer Experience: More Important Than Ever in Tough Times Scary Times Call for Better Customer Service: Improve Your Contact Center and Realize Sustainable Profits Lose the Meat Cleaver and Be Smart About Cutting Customer-Facing Staff in a Downturn Building the Case for Customer-Centricity: How to Make Your Customers and the CFO Happy Good Riddance to the Bubble. Now Build a Sustainable Business With This Tried and True Three-Point Plan In an Uncertain Economy, Sales Success Means Knowing When to Throw?and Catch?a Hot Potato The Right Moves in White-Knuckle Times Can Keep Your Customers Loyal You Can Support Headcount and Share of Voice on a Tight Budget Use Speech Analytics to Reduce Calls That Frustrate Customers and Hurt Productivity

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