The more often I travel to different companies as part of my normal 9 to 5 responsibilities, the more amazed that I am that most businesses do not understand who their customers are.  When I ask the questions “who is your customer”, most people give answers that reflect their own biases or anecdotal knowledge about [...]

Last month, I talked about how the corporate website strategy was an essential element of CRM implementation because it is a major touch point of interaction between a company and its customers.  Today, I came across a post that triggered another important component to a company’s CRM implementation; that of the company IVR.
As CRM moves [...]

According to a new report by Booz & Co., the next wave in marketing will be customer-preference driven targeted marketing, also known as “profiling”:
In a world overrun with marketing messages, the next wave of marketing technology will cut through the clutter, building automated marketing campaigns that address customers’ wants and needs individually. The result: greater [...]