| Experts Corner |  "How Can Email Marketing Help Me Keep Customers and Build Customer Relationships?"
Dan Forootan, StreamSend
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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 Jason McNamara, CMO, Alterian | |  | | | You can have the best sales pitch in the world, but if you don't know who your audience is, or what they are looking for, your strategy is based on chance. Wrong message, wrong time means the potential impact of your communication is decreased.(read more) | | 17 June 2008 |
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| | | | By Kate Leggett, Director e-Service Product Strategy, KANA | |  | | | I never had much contact with our healthcare system until my daughter was born. She was early and quite small, which meant that we spent her first months in doctor’s and specialist’s offices.(read more) | | 30 May 2008 |
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| | | | By Jason McNamara, CMO , Alterian | | | | | | Customer loyalty has a lot to do with thought leadership and social networks provide an excellent avenue for that. They’re also a great way to gain customer input on product and service development — and of course, to reinforce brand messaging. In addition, consumers trust other consumers more than they trust brands themselves.(read more) | | 15 May 2008 |
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| | | | By Michael Emerson, CMO, Aprimo | |  | | | The late 1990s brought the advent of customer relationship management (CRM). CRM offered the promise of huge increases in loyalty and customer profitability based on the delivery of continuous value to customers. Like real-world relationships, these technology driven conversations were truly two-way dialogues, replacing the one-way messaging that was delivering diminished success.(read more) | | 29 April 2008 |
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| | | | By Yolanda Noble, CEO, dsicmm Ltd | |  | | | Today, communicating with customers via one channel alone is not satisfactory. Most consumers have access to multiple channels, and have very distinct views on which type of message they wish to receive across each. These preferences are often so strong that a customer will refuse to respond to even the most enticing and exciting offer, if it is delivered over the wrong medium.(read more) | | 14 April 2008 |
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