| Experts Corner |  CRM investment is wasted if the intelligence it delivers fails to influence despatched communications. How can businesses ensure that money spent on CRM analytics actually begins to benefit the messages that are delivered to customers and prospects?
David Jefferies, Marketing Director, Pitney Bowes
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| Books | Implementing CRM: From Technology to Knowledge
This book focuses on the actuality of implementing CRM. It is about the organization's ability to provide a seamless and personalized experience to each customer rather than a transactional or...
by David Finnegan, Leslie P. Willcocks
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| |  | | By Arthur Middleton Hughes, VP/ Solutions Architect, KnowledgeBase Marketing, Inc. | |  | | | Customer loyalty involves a situation similar to a successful marriage. Both parties are satisfied with their relations with each other. They are not worried every day that their partner will stop loving them, or run off with somebody else. They will come through misunderstandings and arguments with their relationship still intact, or even stronger. Developing a bond of loyalty between you and your customers is what database marketing is all about.(read more) | | 20 September 2005 |
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| | | | By Paul K. Ward, Consultant, pkward.com | |  | | | The biggest threat to global business is the Income Statement. Think of the top line entry: Revenue. And if you’re a company doing business globally, that means global revenue. You want it. And your markets are bursting with possibility.(read more) | | 06 September 2005 |
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| | | | By Craig Bailey, President and Founder, Customer Centricity, Inc. | |  | | | Excellent project management is not just keeping track of the tasks that need to get done; it is about managing the entire customer experience. As outlined in the first article of the series Managing the [Project] Customer Experience, this requires a skill-set beyond traditional project management skills.(read more) | | 24 August 2005 |
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| | | | By Craig Bailey, President and Founder, Customer Centricity, Inc. | | | | | | Once a firm has “closed the deal” with a customer, the services of a project manager are frequently required for implementation. Consider the reality that for the duration of the project, the project manager is a focal point for the customer and will impact the entire relationship (positively or negatively).(read more) | | 28 July 2005 |
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| | | | By Chris Lawer, Founder and CEO, The OMC Group, The Customer Innovation Consultancy | |  | | | Most companies will have some customers that possess a deep understanding of their products, and maybe even those of their competitors. And nearly all customers will have some opinion on a recent experience they have had, whether good or bad.(read more) | | 19 July 2005 |
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