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	<title><![CDATA[customer satisfaction Resources | ZDNet]]></title>
	<link><![CDATA[http://updates.zdnet.com/tags/customer+satisfaction.html]]></link>
	<description><![CDATA[White papers, case studies, technical articles, and blog posts relating to customer satisfaction]]></description>
	<s:counts start="0" returned="20" found="133" />
	<language>en-us</language>
	<item>
		<title><![CDATA[Best Practices for Translating Customer Satisfaction into Revenue]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=1179923]]></link>
		<description><![CDATA[Today's support organisations are focused on two top-level metrics: financial results and customer satisfaction. For most, it's easy to track financial performance, but customer satisfaction is akin to speaking a foreign language.     How do you quantify customer satisfaction?     Download the Best Practices...]]></description>
		<s:doctype><![CDATA[White papers]]></s:doctype>
		<pubDate>Fri, 06 Nov 2009 00:00:00 -0800</pubDate>
		<category domain="http://updates.zdnet.com/tags/revenue.html"><![CDATA[Revenue]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[Customer Satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/best+practice.html"><![CDATA[Best Practice]]></category>
		<category domain="http://updates.zdnet.com/tags/product+marketing.html"><![CDATA[Product Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/marketing.html"><![CDATA[Marketing]]></category>
	</item>
	<item>
		<title><![CDATA[Apple releases iPhone OS 3.1.2]]></title>
		<link><![CDATA[http://talkback.zdnet.com/5208-11408-0.html?forumID=1&threadID=70148&messageID=1344208&start=0]]></link>
		<description><![CDATA[Wow, you guys have been putting up with all those bugs?Yikes. Makes me glad I have a better phone.You mean one of those phones with near zero customer satisfaction levels By near zero I mean in comparison with iPhone satisfaction levels as recently reported by JD Power.Even with this handful...]]></description>
		<s:doctype><![CDATA[Discussion threads]]></s:doctype>
		<pubDate>Thu, 08 Oct 2009 14:22:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/smart+phones.html"><![CDATA[Smart phones]]></category>
		<category domain="http://updates.zdnet.com/tags/telecom+%2526+utilities.html"><![CDATA[Telecom & Utilities]]></category>
		<category domain="http://updates.zdnet.com/tags/apple+iphone.html"><![CDATA[Apple iPhone]]></category>
		<category domain="http://updates.zdnet.com/tags/phone.html"><![CDATA[phone]]></category>
		<category domain="http://updates.zdnet.com/tags/apple+inc..html"><![CDATA[Apple Inc.]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[customer satisfaction]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">AAPL</category>
		<category domain="tickers">AAPL</category>
	</item>
	<item>
		<title><![CDATA[Apple leads smartphone customer satisfaction]]></title>
		<link><![CDATA[http://blogs.zdnet.com/BTL/?p=25625]]></link>
		<description><![CDATA[Apple is the top smartphone dog in both consumer and business satisfaction, according to J.D. Power and Associates 2009 rankings.    J.D. Power released a bevy of surveys gauging the satisfaction with traditional mobile phones and smartphones statement. The surveys ranked vendors by whether consumers are using the...]]></description>
		<s:doctype><![CDATA[Blog posts]]></s:doctype>
		<pubDate>Thu, 08 Oct 2009 08:59:22 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/j.d.+power+associates.html"><![CDATA[J.D. Power Associates]]></category>
		<category domain="http://updates.zdnet.com/tags/smart+phone.html"><![CDATA[Smart Phone]]></category>
		<category domain="http://updates.zdnet.com/tags/apple+inc..html"><![CDATA[Apple Inc.]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[Customer Satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/smart+phones.html"><![CDATA[Smart Phones]]></category>
		<category domain="http://updates.zdnet.com/tags/handhelds.html"><![CDATA[Handhelds]]></category>
		<category domain="http://updates.zdnet.com/tags/cellular+phones.html"><![CDATA[Cellular Phones]]></category>
		<category domain="http://updates.zdnet.com/tags/consumer+electronics.html"><![CDATA[Consumer Electronics]]></category>
		<category domain="http://updates.zdnet.com/tags/personal+technology.html"><![CDATA[Personal Technology]]></category>
		<category domain="http://updates.zdnet.com/tags/hardware.html"><![CDATA[Hardware]]></category>
		<category domain="http://updates.zdnet.com/tags/larry+dignan.html"><![CDATA[Larry Dignan]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">AAPL</category>
		<category domain="tickers">AAPL</category>
	</item>
	<item>
		<title><![CDATA[infinitas Learning Increases Customer Satisfaction and Reduces Support Costs]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=1171343]]></link>
		<description><![CDATA[infinitas learning wanted to facilitate the successful application of a new business model - the supply of digital content to students - through digital supply chain management and governance and provide the ability to quickly and proactively trace problems in digital content provision to infinitas, the hosting provider, the publisher...]]></description>
		<s:doctype><![CDATA[Case studies]]></s:doctype>
		<pubDate>Thu, 01 Oct 2009 00:00:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/oracle+corp..html"><![CDATA[Oracle Corp.]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[Customer Satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/digital+content.html"><![CDATA[Digital Content]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">ORCL</category>
		<category domain="tickers">ORCL</category>
	</item>
	<item>
		<title><![CDATA[Consultancy Streamlines ERP Implementations, Boosts Customer Satisfaction]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=1200401]]></link>
		<description><![CDATA[Microsoft Gold Certified Partner NeoProcess supports business customers with business process optimization and implementations of Microsoft Dynamics AX. The company experienced a rapid influx of new customers and needed to streamline implementations while enabling new hires and other employees to be effective. NeoProcess discovered and adopted the Microsoft Dynamics Sure...]]></description>
		<s:doctype><![CDATA[Case studies]]></s:doctype>
		<pubDate>Thu, 01 Oct 2009 00:00:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/microsoft+dynamics.html"><![CDATA[Microsoft Dynamics]]></category>
		<category domain="http://updates.zdnet.com/tags/implementation.html"><![CDATA[Implementation]]></category>
		<category domain="http://updates.zdnet.com/tags/erp.html"><![CDATA[ERP]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[Customer Satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+corp..html"><![CDATA[Microsoft Corp.]]></category>
		<category domain="http://updates.zdnet.com/tags/operational+planning.html"><![CDATA[Operational Planning]]></category>
		<category domain="http://updates.zdnet.com/tags/product+marketing.html"><![CDATA[Product Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/business+operations.html"><![CDATA[Business Operations]]></category>
		<category domain="http://updates.zdnet.com/tags/marketing.html"><![CDATA[Marketing]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">MSFT</category>
		<category domain="tickers">MSFT</category>
	</item>
	<item>
		<title><![CDATA[Financial Services Firm Boosts Productivity and Customer Satisfaction With New System]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=1152491]]></link>
		<description><![CDATA[ValMark Securities' insurance business was handicapped by an inflexible third-party Agency Management System AMS. Managers were forced to use a report database populated with day-old data to run the business. When customers contacted the company expecting the reps to have the most up-to-date information, the data lag sometimes frustrated customers....]]></description>
		<s:doctype><![CDATA[Case studies]]></s:doctype>
		<pubDate>Tue, 01 Sep 2009 00:00:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/financial+service.html"><![CDATA[Financial Service]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[Customer Satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+corp..html"><![CDATA[Microsoft Corp.]]></category>
		<category domain="http://updates.zdnet.com/tags/valmark+securities.html"><![CDATA[ValMark Securities]]></category>
		<category domain="http://updates.zdnet.com/tags/insurance.html"><![CDATA[Insurance]]></category>
		<category domain="http://updates.zdnet.com/tags/financial+planning.html"><![CDATA[Financial Planning]]></category>
		<category domain="http://updates.zdnet.com/tags/advertising+%2526+promotion.html"><![CDATA[Advertising & Promotion]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+relationship+management+%2528crm%2529.html"><![CDATA[Customer Relationship Management (CRM)]]></category>
		<category domain="http://updates.zdnet.com/tags/enterprise+software.html"><![CDATA[Enterprise Software]]></category>
		<category domain="http://updates.zdnet.com/tags/business+operations.html"><![CDATA[Business Operations]]></category>
		<category domain="http://updates.zdnet.com/tags/corporate+insurance.html"><![CDATA[Corporate Insurance]]></category>
		<category domain="http://updates.zdnet.com/tags/finance.html"><![CDATA[Finance]]></category>
		<category domain="http://updates.zdnet.com/tags/marketing.html"><![CDATA[Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/software.html"><![CDATA[Software]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">MSFT</category>
		<category domain="tickers">MSFT</category>
	</item>
	<item>
		<title><![CDATA[Rail Operator SJ Uses CRM to Increase Profits and Customer Satisfaction]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=1167805]]></link>
		<description><![CDATA[This case study looks at how the government-owned Swedish rail operator SJ responded to the competitive threat of pending industry deregulation. Combining its CRM initiative, SJ Prio, with its service excellence has helped SJ significantly increase revenue growth and profitability. Executives in charge of customer experience can use this research...]]></description>
		<s:doctype><![CDATA[Case studies]]></s:doctype>
		<pubDate>Mon, 31 Aug 2009 00:00:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/gartner+inc..html"><![CDATA[Gartner Inc.]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[Customer Satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/crm.html"><![CDATA[CRM]]></category>
		<category domain="http://updates.zdnet.com/tags/advertising+%2526+promotion.html"><![CDATA[Advertising & Promotion]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+relationship+management+%2528crm%2529.html"><![CDATA[Customer Relationship Management (CRM)]]></category>
		<category domain="http://updates.zdnet.com/tags/government.html"><![CDATA[Government]]></category>
		<category domain="http://updates.zdnet.com/tags/enterprise+software.html"><![CDATA[Enterprise Software]]></category>
		<category domain="http://updates.zdnet.com/tags/marketing.html"><![CDATA[Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/software.html"><![CDATA[Software]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">IT</category>
		<category domain="tickers">IT</category>
	</item>
	<item>
		<title><![CDATA[PC makers make (small) progress closing Apple's customer satisfaction gap]]></title>
		<link><![CDATA[http://talkback.zdnet.com/5208-10532-0.html?forumID=1&threadID=68051&messageID=1295447&start=0]]></link>
		<description><![CDATA[Let me put on my flame proof suit.....Apple customers as a group are unique in their loyalty to Apple. PC customers are not very loyal at all to any particular PC brand. Apple customers, as a group also seem to put up with abuse by Apple, which in my opinion...]]></description>
		<s:doctype><![CDATA[Discussion threads]]></s:doctype>
		<pubDate>Tue, 18 Aug 2009 07:50:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/product+marketing.html"><![CDATA[Product marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/pc+customer.html"><![CDATA[PC customer]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction+number.html"><![CDATA[customer satisfaction number]]></category>
		<category domain="http://updates.zdnet.com/tags/apple+inc..html"><![CDATA[Apple Inc.]]></category>
		<category domain="http://updates.zdnet.com/tags/pc+company.html"><![CDATA[PC company]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[customer satisfaction]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">AAPL</category>
		<category domain="tickers">AAPL</category>
	</item>
	<item>
		<title><![CDATA[PC makers make (small) progress closing Apple's customer satisfaction gap]]></title>
		<link><![CDATA[http://blogs.zdnet.com/BTL/?p=22842]]></link>
		<description><![CDATA[Apple's customer satisfaction index rating slipped a bit in 2009, but PC makers such as Gateway and HP managed to improve their ratings, according to the University of Michigan's American Customer Satisfaction Index.    Apple is still leader of the pack with a score of 84, down from...]]></description>
		<s:doctype><![CDATA[Blog posts]]></s:doctype>
		<pubDate>Tue, 18 Aug 2009 07:08:42 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/gateway+co..html"><![CDATA[Gateway Co.]]></category>
		<category domain="http://updates.zdnet.com/tags/brand.html"><![CDATA[Brand]]></category>
		<category domain="http://updates.zdnet.com/tags/pc+company.html"><![CDATA[PC Company]]></category>
		<category domain="http://updates.zdnet.com/tags/apple+inc..html"><![CDATA[Apple Inc.]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[Customer Satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/acsi.html"><![CDATA[ACSI]]></category>
		<category domain="http://updates.zdnet.com/tags/product+marketing.html"><![CDATA[Product Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/branding.html"><![CDATA[Branding]]></category>
		<category domain="http://updates.zdnet.com/tags/marketing.html"><![CDATA[Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/larry+dignan.html"><![CDATA[Larry Dignan]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">AAPL</category>
		<category domain="tickers">AAPL</category>
	</item>
	<item>
		<title><![CDATA[Apple can't seriously be "very happy" with AT&T relationship]]></title>
		<link><![CDATA[http://blogs.zdnet.com/BTL/?p=21504]]></link>
		<description><![CDATA[If you're Apple and you sell 5.2 million iPhones in the third quarter, then you're probably feeling just fine about that exclusive carrier agreement that you have with AT&T in the U.S. After all, look at the numbers. Apple beats Wall Street again - even in the midst of one...]]></description>
		<s:doctype><![CDATA[Blog posts]]></s:doctype>
		<pubDate>Wed, 22 Jul 2009 03:00:06 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/apple+iphone.html"><![CDATA[Apple iPhone]]></category>
		<category domain="http://updates.zdnet.com/tags/relationship.html"><![CDATA[Relationship]]></category>
		<category domain="http://updates.zdnet.com/tags/at%2526t+corp..html"><![CDATA[AT&T Corp.]]></category>
		<category domain="http://updates.zdnet.com/tags/apple+inc..html"><![CDATA[Apple Inc.]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[Customer Satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/product+marketing.html"><![CDATA[Product Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/smart+phones.html"><![CDATA[Smart Phones]]></category>
		<category domain="http://updates.zdnet.com/tags/marketing.html"><![CDATA[Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/consumer+electronics.html"><![CDATA[Consumer Electronics]]></category>
		<category domain="http://updates.zdnet.com/tags/personal+technology.html"><![CDATA[Personal Technology]]></category>
		<category domain="http://updates.zdnet.com/tags/sam+diaz.html"><![CDATA[Sam Diaz]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">AAPL</category>
		<category domain="http://rss.financialcontent.com/stocksymbol">T</category>
		<category domain="tickers">AAPL,T</category>
	</item>
	<item>
		<title><![CDATA[Survey: Microsoft customer satisfaction takes second quarter hit]]></title>
		<link><![CDATA[http://talkback.zdnet.com/5208-10532-0.html?forumID=1&threadID=66769&messageID=1261968&start=0]]></link>
		<description><![CDATA[Survey: Microsoft customer satisfaction takes second quarter hitIf they suck so muchWhy competitor can't manage to significantly increase market share in many fields where Microsoft is keeping(O.S) or even increasing(Server,B.I) its  market share, like O.S market ?Could it be that much of the negative perception people has of Microsoft...]]></description>
		<s:doctype><![CDATA[Discussion threads]]></s:doctype>
		<pubDate>Wed, 15 Jul 2009 05:24:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/microsoft+windows+vista+%2528longhorn%2529.html"><![CDATA[Microsoft Windows Vista (Longhorn)]]></category>
		<category domain="http://updates.zdnet.com/tags/product+marketing.html"><![CDATA[Product marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+corp..html"><![CDATA[Microsoft Corp.]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+customer+satisfaction.html"><![CDATA[Microsoft customer satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[customer satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+windows+vista.html"><![CDATA[Microsoft Windows Vista]]></category>
		<category domain="http://updates.zdnet.com/tags/survey.html"><![CDATA[survey]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">MSFT</category>
		<category domain="tickers">MSFT</category>
	</item>
	<item>
		<title><![CDATA[Survey: Microsoft customer satisfaction takes second quarter hit]]></title>
		<link><![CDATA[http://blogs.zdnet.com/BTL/?p=21149]]></link>
		<description><![CDATA[Customer satisfaction for Microsoft's applications and operating systems took a hit in the second quarter, according to a report by VendorRate, an outfit that tracks vendor satisfaction.        It's unclear why Microsoft's scores fell so much. VendorRate tracks the wisdom of crowds and ranks...]]></description>
		<s:doctype><![CDATA[Blog posts]]></s:doctype>
		<pubDate>Wed, 15 Jul 2009 04:27:47 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[Customer Satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+corp..html"><![CDATA[Microsoft Corp.]]></category>
		<category domain="http://updates.zdnet.com/tags/survey.html"><![CDATA[Survey]]></category>
		<category domain="http://updates.zdnet.com/tags/score.html"><![CDATA[Score]]></category>
		<category domain="http://updates.zdnet.com/tags/product+marketing.html"><![CDATA[Product Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/operating+systems.html"><![CDATA[Operating Systems]]></category>
		<category domain="http://updates.zdnet.com/tags/marketing.html"><![CDATA[Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/software.html"><![CDATA[Software]]></category>
		<category domain="http://updates.zdnet.com/tags/larry+dignan.html"><![CDATA[Larry Dignan]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">MSFT</category>
		<category domain="tickers">MSFT</category>
	</item>
	<item>
		<title><![CDATA[International Distributor Sees ROI, Customer Satisfaction Soar With SOA-Based Solution]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=1097929]]></link>
		<description><![CDATA[Tallard Technologies distributes high-tech products to Latin American resellers. But sales and inventory transactions it conducted with its largest customer weren't very high-tech. When customer asked Tallard to adopt an Electronic Data Interchange solution, company optimized its existing SAP application platform by implementing a service-oriented architecture with Microsoft BizTalk Server...]]></description>
		<s:doctype><![CDATA[Case studies]]></s:doctype>
		<pubDate>Mon, 01 Jun 2009 00:00:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/solution.html"><![CDATA[Solution]]></category>
		<category domain="http://updates.zdnet.com/tags/roi.html"><![CDATA[ROI]]></category>
		<category domain="http://updates.zdnet.com/tags/soa.html"><![CDATA[SOA]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[Customer Satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+corp..html"><![CDATA[Microsoft Corp.]]></category>
		<category domain="http://updates.zdnet.com/tags/tallard+technologies.html"><![CDATA[Tallard Technologies]]></category>
		<category domain="http://updates.zdnet.com/tags/edi.html"><![CDATA[EDI]]></category>
		<category domain="http://updates.zdnet.com/tags/service-oriented+architecture+%2528soa%2529.html"><![CDATA[Service-Oriented Architecture (SOA)]]></category>
		<category domain="http://updates.zdnet.com/tags/roi%252ftco.html"><![CDATA[Roi/Tco]]></category>
		<category domain="http://updates.zdnet.com/tags/sales+strategy.html"><![CDATA[Sales Strategy]]></category>
		<category domain="http://updates.zdnet.com/tags/product+marketing.html"><![CDATA[Product Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/web+services.html"><![CDATA[Web Services]]></category>
		<category domain="http://updates.zdnet.com/tags/middleware.html"><![CDATA[Middleware]]></category>
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		<category domain="http://updates.zdnet.com/tags/finance.html"><![CDATA[Finance]]></category>
		<category domain="http://updates.zdnet.com/tags/managerial+accounting.html"><![CDATA[Managerial Accounting]]></category>
		<category domain="http://updates.zdnet.com/tags/sales.html"><![CDATA[Sales]]></category>
		<category domain="http://updates.zdnet.com/tags/marketing.html"><![CDATA[Marketing]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">MSFT</category>
		<category domain="tickers">MSFT</category>
	</item>
	<item>
		<title><![CDATA[Barclays Bank PLC - Bank Adopts Technology to Improve Customer Satisfaction and Promote Retention]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=1100427]]></link>
		<description><![CDATA[Barclays Bank PLC provides banking, investment banking, and investment management services throughout the world, including the Arabian Peninsula. After introducing consumer banking services in the United Arab Emirates, a system was needed to track and resolve both complaints and sales leads in a timely manner. To ensure the retention and...]]></description>
		<s:doctype><![CDATA[Case studies]]></s:doctype>
		<pubDate>Wed, 06 May 2009 00:00:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/bank.html"><![CDATA[Bank]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[Customer Satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/microsoft+corp..html"><![CDATA[Microsoft Corp.]]></category>
		<category domain="http://updates.zdnet.com/tags/banking.html"><![CDATA[Banking]]></category>
		<category domain="http://updates.zdnet.com/tags/sales+strategy.html"><![CDATA[Sales Strategy]]></category>
		<category domain="http://updates.zdnet.com/tags/financial+services.html"><![CDATA[Financial Services]]></category>
		<category domain="http://updates.zdnet.com/tags/sales.html"><![CDATA[Sales]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">MSFT</category>
		<category domain="tickers">MSFT</category>
	</item>
	<item>
		<title><![CDATA[Lawson Software: Positive first impressions]]></title>
		<link><![CDATA[http://blogs.zdnet.com/projectfailures/?p=3058]]></link>
		<description><![CDATA[I'm currentlyÂ attending Lawson Software's annual conference, called CUE 09, in San Diego. Since this is my first in-depth exposure to the company,Â I thought it appropriateÂ to shareÂ a few thoughts and comments.    Overall, I like the company: the people are nice, they articulate product strategy clearly, and senior managementÂ obviously...]]></description>
		<s:doctype><![CDATA[Blog posts]]></s:doctype>
		<pubDate>Tue, 21 Apr 2009 08:48:13 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/lawson+software+inc..html"><![CDATA[Lawson Software Inc.]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[Customer Satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/blogger.html"><![CDATA[Blogger]]></category>
		<category domain="http://updates.zdnet.com/tags/blogging.html"><![CDATA[Blogging]]></category>
		<category domain="http://updates.zdnet.com/tags/product+marketing.html"><![CDATA[Product Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/internet.html"><![CDATA[Internet]]></category>
		<category domain="http://updates.zdnet.com/tags/marketing.html"><![CDATA[Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/michael+krigsman.html"><![CDATA[Michael Krigsman]]></category>
		<category domain="http://updates.zdnet.com/tags/michael+krigsman.html"><![CDATA[Michael Krigsman]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">LWSN</category>
		<category domain="tickers">LWSN</category>
	</item>
	<item>
		<title><![CDATA[Wind River Systems, Inc. Deploys Online Support Site to Improve Customer Satisfaction]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=971507]]></link>
		<description><![CDATA[Wind River Systems, Inc. wanted to replace online customer support application with a system integrated with existing Oracle E-Business Suite and Oracle iSupport applications to enable customer self-service and consolidate Oracle Web Center Portal with an Enterprise 2.0 foundation for the deployment of additional functionality. The challenge was to implement...]]></description>
		<s:doctype><![CDATA[Case studies]]></s:doctype>
		<pubDate>Wed, 01 Apr 2009 00:00:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/wind+river+systems+inc..html"><![CDATA[Wind River Systems Inc.]]></category>
		<category domain="http://updates.zdnet.com/tags/oracle+corp..html"><![CDATA[Oracle Corp.]]></category>
		<category domain="http://updates.zdnet.com/tags/online+support.html"><![CDATA[Online Support]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[Customer Satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/portals.html"><![CDATA[Portals]]></category>
		<category domain="http://updates.zdnet.com/tags/financial+planning.html"><![CDATA[Financial Planning]]></category>
		<category domain="http://updates.zdnet.com/tags/internet.html"><![CDATA[Internet]]></category>
		<category domain="http://updates.zdnet.com/tags/finance.html"><![CDATA[Finance]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">ORCL</category>
		<category domain="http://rss.financialcontent.com/stocksymbol">WIND</category>
		<category domain="tickers">ORCL,WIND</category>
	</item>
	<item>
		<title><![CDATA[Piper Jaffray upgrades Amazon on customer satisfaction; Kindle, iPhone apps]]></title>
		<link><![CDATA[http://talkback.zdnet.com/5208-10532-0.html?forumID=1&threadID=61742&messageID=1137631&start=0]]></link>
		<description><![CDATA[Piper Jaffray upgrades Amazon on customer satisfaction; Kindle, iPhone appsI don't know I want Kindle2......Or maybe I know that I don't want it, I'm not sure.Amazon and Sony are the two major ebook reader vendors, and there are a couple of others. Each supports different, sometime competing formats of content,...]]></description>
		<s:doctype><![CDATA[Discussion threads]]></s:doctype>
		<pubDate>Mon, 09 Mar 2009 07:11:00 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/product+marketing.html"><![CDATA[Product marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/amazon.com+inc..html"><![CDATA[Amazon.com Inc.]]></category>
		<category domain="http://updates.zdnet.com/tags/iphone+apps.html"><![CDATA[iPhone Apps]]></category>
		<category domain="http://updates.zdnet.com/tags/u.s.+bancorp+piper+jaffray+inc..html"><![CDATA[U.S. Bancorp Piper Jaffray Inc.]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[customer satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/apple+iphone.html"><![CDATA[Apple iPhone]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">AMZN</category>
		<category domain="tickers">AMZN</category>
	</item>
	<item>
		<title><![CDATA[Piper Jaffray upgrades Amazon on customer satisfaction; Kindle, iPhone apps]]></title>
		<link><![CDATA[http://blogs.zdnet.com/BTL/?p=14137]]></link>
		<description><![CDATA[Amazon snared an upgrade from Piper Jaffray Monday based on a customer service survey and e-commerce innovations such as the Kindle and its associated iPhone application. However, the reasoning behind the upgrade is debatable.    In a research note, Piper Jaffray analyst Gene Munster acknowledged that he was...]]></description>
		<s:doctype><![CDATA[Blog posts]]></s:doctype>
		<pubDate>Mon, 09 Mar 2009 04:55:47 -0700</pubDate>
		<category domain="http://updates.zdnet.com/tags/apple+iphone.html"><![CDATA[Apple iPhone]]></category>
		<category domain="http://updates.zdnet.com/tags/u.s.+bancorp+piper+jaffray+inc..html"><![CDATA[U.S. Bancorp Piper Jaffray Inc.]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[Customer Satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/amazon.com+inc..html"><![CDATA[Amazon.com Inc.]]></category>
		<category domain="http://updates.zdnet.com/tags/web+technology.html"><![CDATA[Web Technology]]></category>
		<category domain="http://updates.zdnet.com/tags/product+marketing.html"><![CDATA[Product Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/e-business%252fe-commerce.html"><![CDATA[E-business/E-Commerce]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+relationship+management+%2528crm%2529.html"><![CDATA[Customer Relationship Management (CRM)]]></category>
		<category domain="http://updates.zdnet.com/tags/marketing.html"><![CDATA[Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/internet.html"><![CDATA[Internet]]></category>
		<category domain="http://updates.zdnet.com/tags/enterprise+software.html"><![CDATA[Enterprise Software]]></category>
		<category domain="http://updates.zdnet.com/tags/software.html"><![CDATA[Software]]></category>
		<category domain="http://updates.zdnet.com/tags/larry+dignan.html"><![CDATA[Larry Dignan]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">AMZN</category>
		<category domain="tickers">AMZN</category>
	</item>
	<item>
		<title><![CDATA[Volvo Trucks Speeds Problem Resolution Time, Improves Customer Satisfaction Rate to 93%]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=971393]]></link>
		<description><![CDATA[Volvo Trucks wanted to install a customer service system to improve satisfaction rates and record all service requests and feedback to build a complete history of customer transactions. The challenge was to develop a systematic way of managing customer information and shorten problem resolution time and ensure truck repairs are...]]></description>
		<s:doctype><![CDATA[Case studies]]></s:doctype>
		<pubDate>Sun, 01 Mar 2009 00:00:00 -0800</pubDate>
		<category domain="http://updates.zdnet.com/tags/problem+resolution.html"><![CDATA[Problem Resolution]]></category>
		<category domain="http://updates.zdnet.com/tags/volvo.html"><![CDATA[Volvo]]></category>
		<category domain="http://updates.zdnet.com/tags/oracle+corp..html"><![CDATA[Oracle Corp.]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[Customer Satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/product+marketing.html"><![CDATA[Product Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+relationship+management+%2528crm%2529.html"><![CDATA[Customer Relationship Management (CRM)]]></category>
		<category domain="http://updates.zdnet.com/tags/marketing.html"><![CDATA[Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/enterprise+software.html"><![CDATA[Enterprise Software]]></category>
		<category domain="http://updates.zdnet.com/tags/software.html"><![CDATA[Software]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">ORCL</category>
		<category domain="tickers">ORCL</category>
	</item>
	<item>
		<title><![CDATA[Sangfei Communications Achieves Accuracy, Efficiency, and Customer Satisfaction Goals]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=971497]]></link>
		<description><![CDATA[The agreement with Philips, in addition to a growing original equipment manufacturing business, prompted Sangfei Communications to review its product lifecycle management processes to see if there were ways to improve efficiency. This would enable the company to meet rapidly changing market demands, manage increasingly complex product lines, shorten the...]]></description>
		<s:doctype><![CDATA[Case studies]]></s:doctype>
		<pubDate>Sun, 01 Mar 2009 00:00:00 -0800</pubDate>
		<category domain="http://updates.zdnet.com/tags/product+lifecycle.html"><![CDATA[Product Lifecycle]]></category>
		<category domain="http://updates.zdnet.com/tags/oracle+corp..html"><![CDATA[Oracle Corp.]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+satisfaction.html"><![CDATA[Customer Satisfaction]]></category>
		<category domain="http://updates.zdnet.com/tags/product+lifecycle+management.html"><![CDATA[Product Lifecycle Management]]></category>
		<category domain="http://updates.zdnet.com/tags/product+marketing.html"><![CDATA[Product Marketing]]></category>
		<category domain="http://updates.zdnet.com/tags/marketing.html"><![CDATA[Marketing]]></category>
		<category domain="http://rss.financialcontent.com/stocksymbol">ORCL</category>
		<category domain="tickers">ORCL</category>
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