Lisa Everitt

AT&T Wireless

AT&T Wireless hopes that partnering with NTT DoCoMo will help it vault over competitors in the next hot mobile arena: the wireless Web.The mergers that created Verizon Wireless and...

Drilling Down

Only about 20 percent of companies actually use the data they collect from online interactions to improve how they serve their customers."Most companies are missing the opportunity," says Dave...

Forecast Stormy

Customer service is like the weather: everybody likes to talk about it, but nobody seems to be able to do anything about it.Despite innovations in customer care and electronic...

Just Put It on the Bill

Two billing service providers have staked out turf on opposite coasts and opposite ends of the customer continuum.San Jose-based eBillit focuses on the smallest customers: households without credit cards,...

Faster Ways to Do Work

These are the things they carried away: The e-mail log-in. The door card. The voice-mail passwords. The cell phone, Palm and laptop. Stuff from their last employer that somehow...

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