How the drive towards paperless banking is putting brands and customer relationships at risk. By Ian Benn, Fidelity National Information Services.

P&MM’s Nigel Cooper provides a 10 point guide to give business leaders all they need to know about getting staff to live a brand.

What is the single biggest challenge facing organisations in developing their customer strategies in times of economic uncertainty? Find out what vendors are saying.

This week’s final vendor responses from ciboodle and Eptica.

David Hart, a researcher in customer complaint management at Newcastle Business School at Northumbria University has come up with these Top 5 Tips on how to develop a pro-active approach to complaints

This week’s vendor responses from Tealeaf, Ultra Communications, Verint Systems and Acorne Ltd.

John Haigh, head of CRM at CPi0 has worked in the business for 15 years and so is well placed to advise organisations on how to adopt and work with a CRM system for the mutual benefit of an organisation and it’s customers. Here are John’s Ten Top Tips

This week’s vendor responses from Noetica, QPC, Sabio and Sage CRM.

This week’s vendor responses from Neptune Innovations, GN Netcom, Nexidia, NICE Systems.

This week’s vendor responses from CDC Respond, Citrix Online, ContactBabel and SPV and GM EMEA Operations.