While many pundits predicted this year that customer relationship management, because of its strategic importance, would remain immune from corporate budget cutbacks in 2001, this is clearly...
With so much focus on the role of technology in data analysis and warehousing, it's sometimes easy to forget that customer knowledge isn't a software package or...
In yesterday's column, I discussed the first of three principles common to launching a successful CRM initiative. In this second installment, I'll discuss the two remaining principles.
Step...
Much of my reader feedback centers upon the following questions: How should my organization get started with customer relationship management? What's the optimal methodology? What's the most...
In yesterday's article, I wrote about how personalization technologies have
affected business practices, and I discussed the first of three personalization categories -- simple Web-based analytics.
In the...
We've come a long way in personalization. So far, in fact, that in many ways the industry is right back to where it started.
Once a carefully defined...
We are only beginning to see the effects of offering relevant, personalized value propositions to individual customers through their preferred channel. The results can dramatically increase...
With so many new developments in eCRM, it's sometimes tough to tell the difference between false starts and lost causes. By my reckoning, I see about five...