Author
 David Berlind
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Profile of David Berlind

Chief Content Officer, UBM TechWeb
News & Commentary Posts: 186
Articles by David Berlind
posted in May 2009

USAir Suffers Collosal Failure During Multiple CRM "Moments of Truth"

5/28/2009
Jan Carlzon, former CEO of Scandanavian Airlines (SAS) and author of the bible on customer satisfaction (Moments of Truth) would be rolling his eyes right about now if he could have heard the telephone conversation I just had with a US Air. I've just learned that despite holding a US Air-issued Dividend Miles card (pictured below) in my hand (the one to which I've been applying my last 15+ years of US Air travel), I am a

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First Look & Podcast: Google Apps To Support BlackBerry Enterprise Server

5/4/2009
It's the week of May 4th and if you're down at RIM's annual user conference in Orlando, you might be wondering what some Google-folk are doing there circulating amongst all those BlackBerry-lovers. Answer: They're giving enterprises yet another reason to swap Google Apps' cloud-based email, calendaring, and contact management for their on-premises installations of Microsoft Exchange or Lotus Notes. I've been t

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