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Arthur O'Connor

The Seven Deadly Habits of Highly Ineffective Executives, Part 3

March 13, 2003

The blockbuster management primer, updated for today's grimmer economy (with tongue firmly in cheek and apologies to Stephen R. Covey).

The Seven Deadly Habits of Highly Ineffective Executives, Part 2

February 27, 2003

The blockbuster management primer, updated for today's grimmer economy (with tongue firmly in cheek and apologies to Stephen R. Covey).

The Seven Deadly Habits of Highly Ineffective Executives, Part 1

February 20, 2003

The blockbuster management primer, updated for today's grimmer economy (with tongue firmly in cheek and apologies to Stephen R. Covey).

Breaking Up the Corporate IT Monopoly, Part 3

February 12, 2003

Something's happening to the techies slaving away in your IT department. They're disappearing. Last of a three part series.

Breaking Up the Corporate IT Monopoly, Part 2

January 23, 2003

Something's happening to the techies slaving away in your IT department. They're disappearing. Part two of a three part series.

Breaking Up the Corporate IT Monopoly, Part 1

January 8, 2003

Something's happening to the techies slaving away in your IT department. They're disappearing. Part one of a three part series.

CRM Comes to Wall Street, Part 5

December 23, 2002

Part five of a six-part series on wealth management, a new CRM strategy sweeping the securities industry.

CRM Comes to Wall Street, Part 6

December 19, 2002

The last installment of a six-part series on wealth management, a new CRM strategy sweeping the securities industry.

CRM Comes to Wall Street, Part 4

November 27, 2002

Part four of a six-part series on wealth management, a new CRM strategy sweeping the securities industry.

CRM Comes to Wall Street, Part 3

November 13, 2002

Part three of a six-part series on wealth management, a new CRM strategy sweeping the securities industry.

CRM Comes to Wall Street, Part 2

November 6, 2002

Part two of a six-part series on wealth management, a new CRM strategy sweeping the securities industry.

CRM Comes to Wall Street, Part 1

October 23, 2002

The securities industry calls it wealth management. We call it CRM for investment firms. A six-part series.

Prognostication Scorecard, Part 3

October 2, 2002

In early 2001, Arthur made five predictions about the future of eCRM. How accurate were those prophecies?

Prognostication Scorecard, Part 2

September 18, 2002

In early 2001, Arthur made five predictions about the future of eCRM. How accurate were those prophesies?

Prognostication Scorecard, Part 1

September 4, 2002

In early 2001, Arthur made five predictions about the future of eCRM. How accurate were those prophesies?

Prognostication Scorecard, Part 1

August 29, 2002

In early 2001, Arthur made five predictions about the future of eCRM. How accurate were those prophesies?

Please Don't Shoot the Customer, Part 3

August 27, 2002

Customer profitability management: the trends, case studies, and solutions. Last of a three-part series.

Please Don't Shoot the Customer, Part 2

August 7, 2002

Customer profitability management: the trends, case studies, and solutions. Part two of a three-part series.

Please Don't Shoot the Customer, Part 1

July 24, 2002

Customer profitability management: the trends, case studies, and solutions. Part 1 of a three-part series.

Trading Places, Part 3

July 3, 2002

If the CRM software craze is over, what's next? The third of a three-part series on the future of CRM applications.

Trading Places, Part 2

June 19, 2002

If the CRM software craze is over, what's next? The second of a three-part series on the future of CRM applications.

Trading Places, Part 1

June 5, 2002

If the CRM software craze is over, what's next? The first of a three-part series on the future of CRM applications.

The Rise and Fall of CRM, Part 3

May 22, 2002

Despite what you'll hear from some industry pundits, the CRM craze has officially come to an end.

The Rise and Fall of CRM, Part 2

May 8, 2002

This three-part column is about the birth and death of the CRM fad. In part one, we looked at the Internet craze, which in some ways helped spur demand for multi-channel CRM software.

The Rise and Fall of CRM, Part 1

May 1, 2002

In essence, the promise of quick-and-easy, plug-and-play CRM has been completely debunked, which is both good news and bad news.

Curing Corporate Schizophrenia, Part 2

April 17, 2002

In the first part of this two-part series, we looked at Corporate Schizophrenia -- the bizarre disease that causes companies to spend a fortune trying to engage, attract, and sell prospects, only to take extreme measures to avoid interacting with these same people after they become customers.

Curing Corporate Schizophrenia, Part 1

April 3, 2002

Why do businesses spend a fortune enticing people to become customers, then shun those same people once they are customers? The causes -- and the cure -- for this all-too-common malady.

Of Hobbits and Analytic CRM (With Apologies to J.R.R. Tolkien)

March 20, 2002

Arthur's found some pretty amazing parallels between analytic CRM and the world J.R.R. Tolkien created, populated by hobbits, elves, dwarves, wizards, trolls, and more.

Revenge of the Bean Counters

March 6, 2002

Are you a suit? A nerd? A bean counter? Or a creative? Where you fit into the picture may say a lot about how you feel about CRM.

Knowledge: The Key to ROI

February 20, 2002

Recently, Arthur's been examining what DOESN'T deliver ROI in a CRM initiative. Here's the one you've been waiting for: what makes CRM pay off and how successful companies make it happen.

The Myth of ROI, Part 2

February 6, 2002

In this, the second of two parts, Arthur O'Connor looks at the shortcomings of using ROI as an operating performance metric for CRM.

The Myth of ROI, Part 1

January 23, 2002

In the CRM industry, it seems that ROI is like the weather — everyone talks about it, but no one seems to be able to do much about it. CRM expert Arthur J. O'Connor explains.

The Three Most Valuable Lessons Learned, Part 3

January 9, 2002

In the last of this three-part series, Arthur O'Connor examines the best and worst of CRM in the past to help us get it right in the future.

The Three Most Valuable Lessons Learned, Part 2

December 26, 2001

Arthur O'Connor explains the second lesson -- new technology should only be implemented if it will improve business processes.

The Three Most Valuable Lessons Learned, Part 1

December 12, 2001

In this three-part series, Arthur O'Connor examines the best and worst of CRM in the past to help us get it right in the future.

Taking the Pledge for CRM Success, Part III

November 28, 2001

In this final installment of an open letter to executives who are struggling with CRM implementation, Arthur O'Connor outlines the third point: teamwork and commitment are mandatory for achieving CRM success.

Taking the Pledge for CRM Success, Part II

November 14, 2001

Arthur O'Connor continues with his open letter to executives who are struggling with CRM implementation. This article discusses the second point: using a portfolio management matrix to evaluate an integrated strategy.

Taking the Pledge for CRM Success, Part I

October 31, 2001

If you're serious about implementing a CRM strategy, you'll have to take Arthur O'Connor's three-point pledge. This article discusses the first point: understanding the risks and rewards of CRM technology adoption.

Customer Data Is Not Dirty Laundry

October 17, 2001

Arthur O'Connor finds that customer data is often not collected and used to its fullest potential. In fact, many companies leave valuable customer data lying around in different systems, and in various stages of completeness and quality.

Must Haves vs. What's Nice to Have for CRM Project Management, Part II

October 3, 2001

In the conclusion of this article, Arthur O'Connor outlines the essentials that are truly elemental to the success of CRM in an organization.

Must Haves vs. What's Nice to Have for CRM Project Management, Part I

September 19, 2001

In order to provide some real-world experience and common sense to CRM project management theory, Arthur O'Connor offers his opinion of what requirements are nice to have but not essential for success, and what CRM requirements are worth fighting for.

The Silver Lining To The Economic Slowdown

September 5, 2001

Arthur O'Connor finds the positive among the negative: companies are taking a more thoughtful, intelligent and insightful approach to CRM.

Risky Business

August 22, 2001

Arthur O'Connor takes a look at the hyper-competitive, ever-changing global economy, where playing it safe with CRM initiatives may be the riskiest strategy of all.

The Ultimate Irony

August 8, 2001

Arthur O'Connor reveals a startling observation: it may be that the CRM industry ranks as one of the greatest offenders of customer-friendly practices.

New Thinking about Customer Value Metrics, Part II

July 25, 2001

eCRM expert Arthur O'Connor concludes his series on evaluating and measuring customer lifetime value (CLV).

Getting Your House in Order

June 27, 2001

eCRM expert Arthur O'Connor looks at tangled CRM infrastructures, resulting in "heterogeneous computing environments."

Getting Started, Part II

June 13, 2001

Resident eCRM expert Arthur O'Connor concludes this two-part series.

How to Pick and Use the Right Metrics for CRM, Part I

May 16, 2001

eCRM expert Arthur O'Connor covers three types of metrics, which are associated with three distinctive stages of a CRM project lifecycle.

Personalization: Coming Full Circle, Part II

May 2, 2001

eCRM expert Arthur O'Connor concludes his discussion on the remaining two categories of personalization technologies: rules-based personalization and advanced analytic and data mining solutions.

Personalization: Coming Full Circle, Part I

April 18, 2001

Arthur O'Connor's latest column looks at the evolution of personalization -- what was once a carefully defined niche strategy has now developed into a grab bag of uncoordinated, incompatible, and overlapping tactics.

Happy Talk

April 13, 2001

eCRM specialist Arthur O'Connor responds to the two major myths of customer relationship strategy implementation.

Making the Business Case

March 28, 2001

Customer relationship specialist, Arthur O'Connor, presents his three favorite handcrafted offerings to help you make the CRM and eCRM business case to your management team.

The State of eCRM, Part II

March 14, 2001

In the second part of this series, Arthur O'Connor, one the country's leading experts in eCRM, continues his analysis of key trends in the industry.

The State Of eCRM, Part I

February 28, 2001

Today marks the debut of a new featured columnist for eCRMGuide. Arthur O'Connor is a senior manager in the financial services practice of KPMG Consulting specializing in customer-facing strategy as well as related architectural and organizational issues. An accomplished author, speaker and consultant, Arthur is one the country's leading experts in customer relationship management (CRM) and eCRM. In his first column, he'll discuss what he considers some of the key trends in the eCRM field.

 
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