| Editorial |
 How to Capitalize on Social Networking Sites
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.
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| Experts Corner |  There has been a certain amount of scepticism surrounding CRM in the past, but now it seems like everyone is doing it. Is this the case?
Andy Wood, MD, GI Insight
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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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| |  | | Spencer Kollas, Director, Deliverability Services, Premiere Global Services | |  | | Every year, the holidays seem to generate more food, more parties, more travel, more spending, more advertising and now, more email. Recent surveys indicate the biggest increase in holiday marketing for 2006 will be email, which means consumers will be inundated with messages all vying for their attention.(read more) | | 13 November 2006 |
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| | | | David Perona, Director of Product Management, Austin Logistics | |  | | | When we drive up to stop signs, we stop. When the “buckle up” sign is on, we stay in our plane seat. When our car’s gas light comes on, we get gas. While we heed the warning signs in our daily lives, in business we often either don’t see the warning signs, we misinterpret them, or we don’t know how best to respond.(read more) | | 18 October 2006 |
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| | | | Kate Leggett, Director of Product Management & Knowledge Management , KANA | |  | | | My nieces, ranging in age from 10 to 22, continue to teach me about how we choose to communicate. I receive the periodic email from my oldest niece. The middle niece snubs email as too slow — she uses instant messaging to exchange homework answers and to organize her social life. I hardly ever catch my youngest without her mobile phone — not to call, but to SMS cryptic messages to her friends.(read more) | | 09 October 2006 |
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| | | | Jean Kovacs, President & CEO, Comergent Technologies | |  | | | Is your CRM solution helping you meet your customers’ needs? You might be surprised to find out that it is not. Despite the significant financial investment that companies make to understand and get a single view of their customers, the insight from CRM applications has not carried over to the Web, where customers and partners are increasingly conducting business.(read more) | | 26 September 2006 |
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| | | | David Jefferies, Head of Marketing, Pitney Bowes | |  | | | Sophisticated data collection and analysis techniques are not enough. Businesses must ensure that this sophistication translates to customer-facing documents if the full value of the mail channel is to be realised.(read more) | | 18 September 2006 |
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