As we head toward Monday's announcement of the CRM Watchlist 2015 winners and we travel more deeply into an era defined by customer engagement, it becomes important to find the practitioners who are ...

Customer satisfaction and loyalty are at the core of most customer-centric organizations' business goals because a satisfied and loyal customer means increased sales, referrals and profit margin.

Forbes contributors publish independent expert analyses and insights. Dr. Cheryl Robinson covers areas of leadership, pivoting and careers. When people think of pivoting, it is often limited to their ...