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	<title>CRM Magazine Blog &#187; Bruce Temkin</title>
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		<title>News &amp; Notes: Forrester Customer Experience Forum</title>
		<link>http://www.destinationcrmblog.com/2009/06/23/news-notes-forrester-customer-experience-forum/</link>
		<comments>http://www.destinationcrmblog.com/2009/06/23/news-notes-forrester-customer-experience-forum/#comments</comments>
		<pubDate>Tue, 23 Jun 2009 14:38:48 +0000</pubDate>
		<dc:creator>Christopher Musico</dc:creator>
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		<category><![CDATA[forrester]]></category>
		<category><![CDATA[Grand Hyatt New York]]></category>
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		<category><![CDATA[Natalie Petouhoff]]></category>
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		<description><![CDATA[As Forrester Research&#8217;s Customer Experience Forum continues on its second &#8212; and last &#8212; day here at the Grand Hyatt New York right next door to Grand Central Terminal, the sentiment here seems to be one of not if customer experience is necessary, but rather when &#8212; and how. Fostering a quality customer experience no [...]]]></description>
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		<title>Cut It Where It Hurts (Less)</title>
		<link>http://www.destinationcrmblog.com/2008/12/04/cut-it-where-it-hurtsless/</link>
		<comments>http://www.destinationcrmblog.com/2008/12/04/cut-it-where-it-hurtsless/#comments</comments>
		<pubDate>Thu, 04 Dec 2008 19:27:51 +0000</pubDate>
		<dc:creator>Jessica Tsai</dc:creator>
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		<category><![CDATA[American Express]]></category>
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		<description><![CDATA[For our February issue on CRM in a recession, I had the opportunity to speak with Bruce Temkin, a vice president and principal analyst  at Forrester. One point he emphasized was that if you&#8217;re going to cut your budget or staff, make sure it&#8217;s not executed haphazardly.
Sounds like a no-brainer, but it&#8217;s done more [...]]]></description>
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