Integrate your customer care and collections operations to enhance customer relationships, reduce collection costs and improve your bottom line.

Fool me once, shame on me. Fool me twice, punish me with telemarketer calls! Forget everything you have read about CRM needing to be a tool you install, a program that you launch, or a team of "experts" you need to hire. After watching the Facebook "fMC" webcast and the new FB tools launching, Facebook is likely your best investment for CRM.

It's not just a Paul Simon song. Part of the job of doing good customer relationship management is making sure that everyone is, in fact, satisfied and-hopefully-happy.

I always joke that in my next life, I will come back as a customer. Earlier in my career, I was almost always the "sales guy," the "vendor" or the "supplier." I would like to think I was viewed as a partner, but I'm sure that was not always the case. Along the way, we have all encountered the "crazy" customer. A crazy customer is not necessarily a bad customer, and in many cases, they can actually be good customers. A "good" customer is narrowly defined by sales management and the finance department as "someone who buys stuff and pays …