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	<title>Service Relationship Management</title>
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	<description>Putting Consumers in Control</description>
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		<title>Experts We Love on the Topic of Selling Services</title>
		<link>http://www.thesrmblog.com/?p=114</link>
		<comments>http://www.thesrmblog.com/?p=114#comments</comments>
		<pubDate>Wed, 10 Jun 2009 17:00:08 +0000</pubDate>
		<dc:creator>Lilian Myers</dc:creator>
				<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[Booms and Bitner]]></category>
		<category><![CDATA[Four Ps]]></category>
		<category><![CDATA[zappos.com]]></category>

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		<description><![CDATA[ 
The old reliable four Ps worked well for selling products in the brick and mortar world. But times have changed. What buyers respond to when thinking about intangible services is something new, according to Booms and Bittner &#8211; service marketing experts we know and trust. 
Effectively getting services into the marketplace requires the addition [...]]]></description>
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		<title>Give Me Simplicity!-The Cry From Consumers in Every Aspect of Life</title>
		<link>http://www.thesrmblog.com/?p=106</link>
		<comments>http://www.thesrmblog.com/?p=106#comments</comments>
		<pubDate>Wed, 03 Jun 2009 17:00:42 +0000</pubDate>
		<dc:creator>Lilian Myers</dc:creator>
				<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[amazon.com]]></category>
		<category><![CDATA[mint.com]]></category>
		<category><![CDATA[Service Relationship Management]]></category>
		<category><![CDATA[Southwest Airlines]]></category>
		<category><![CDATA[Unified Experience]]></category>

		<guid isPermaLink="false">http://www.thesrmblog.com/?p=106</guid>
		<description><![CDATA[
Think of the traditional companies thriving in this downturn.  The Southwest Airlines, and The McDonald’s of the world. Why? We think simplicity is part of the success equation.  So what’s working for hot online properties like Amazon or Mint.com? They go a step farther.  They’re a new kind of “one-stop-shop” for consumers, [...]]]></description>
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		<title>Being a Customer Today &#8211; Exhausting and Confusing</title>
		<link>http://www.thesrmblog.com/?p=98</link>
		<comments>http://www.thesrmblog.com/?p=98#comments</comments>
		<pubDate>Thu, 28 May 2009 17:53:17 +0000</pubDate>
		<dc:creator>Lilian Myers</dc:creator>
				<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[Customer Relationship Management]]></category>
		<category><![CDATA[LiveID]]></category>
		<category><![CDATA[Microsoft Money]]></category>
		<category><![CDATA[mint.com]]></category>
		<category><![CDATA[OpenID]]></category>
		<category><![CDATA[Quicken]]></category>
		<category><![CDATA[Service Relationship Management]]></category>

		<guid isPermaLink="false">http://www.thesrmblog.com/?p=98</guid>
		<description><![CDATA[Over recent years consumer relationships with the companies that serve them have evolved from simple telephone interactions to complex, multi-channel interactions which are carefully managed, measured by companies that want to get and keep those customers. A whole category of technology – Customer Relationship Management (CRM) grew up a decade ago to serve that need.

Customers [...]]]></description>
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		<title>A Breakthrough in Our Thinking!</title>
		<link>http://www.thesrmblog.com/?p=80</link>
		<comments>http://www.thesrmblog.com/?p=80#comments</comments>
		<pubDate>Thu, 16 Apr 2009 16:06:07 +0000</pubDate>
		<dc:creator>Lilian Myers</dc:creator>
				<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[Center for Services Leadership]]></category>
		<category><![CDATA[CRM]]></category>
		<category><![CDATA[Customer Managed Interaction]]></category>
		<category><![CDATA[GroupTable]]></category>
		<category><![CDATA[Inverse CRM]]></category>
		<category><![CDATA[mint.com]]></category>

		<guid isPermaLink="false">http://www.thesrmblog.com/?p=80</guid>
		<description><![CDATA[ 




From the outset of this whole operation, I’d been thinking about the similarities in what we were doing to those of Mint.com in the personal financial space. Okay, I’m slow. I’d consistently referred to us as customer experience company, but it just wasn’t triggering the “I get it” type of response I’d hoped for. [...]]]></description>
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		<title>Being Placed in a Sensible Category is&#8230;</title>
		<link>http://www.thesrmblog.com/?p=70</link>
		<comments>http://www.thesrmblog.com/?p=70#comments</comments>
		<pubDate>Mon, 13 Apr 2009 18:50:51 +0000</pubDate>
		<dc:creator>Lilian Myers</dc:creator>
				<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[Arizona State University]]></category>
		<category><![CDATA[Center for Services Leadership]]></category>
		<category><![CDATA[CRM]]></category>
		<category><![CDATA[Fastpass]]></category>
		<category><![CDATA[Healthcare]]></category>
		<category><![CDATA[Medicity]]></category>
		<category><![CDATA[mint.com]]></category>

		<guid isPermaLink="false">http://www.thesrmblog.com/?p=70</guid>
		<description><![CDATA[ 










&#8230;extremely critical! A year or so ago, I was doing a little work with a company that leads the healthcare industry in clinical interoperability technologies. That company, Medicity, was founded by a super-smart doc by the name of Kipp Lassetter. Long story –short, Kipp asks me what I’m up to and says he has [...]]]></description>
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		<title>Learning New Tricks&#8230;</title>
		<link>http://www.thesrmblog.com/?p=36</link>
		<comments>http://www.thesrmblog.com/?p=36#comments</comments>
		<pubDate>Mon, 30 Mar 2009 22:40:29 +0000</pubDate>
		<dc:creator>Lilian Myers</dc:creator>
				<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[GroupTable]]></category>
		<category><![CDATA[Millenials]]></category>
		<category><![CDATA[mint.com]]></category>
		<category><![CDATA[SRM]]></category>
		<category><![CDATA[UCF Venture Lab]]></category>

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		<description><![CDATA[ 

As I’ve grown busier – and oh yeah, older – I’ve noticed how much the technology of the world has changed the way I get through every day. I’m one of those early adopters of things like online bill payment, online travel purchasing and other such stuff as makes my daily life easier to [...]]]></description>
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