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Arthur O'Connor

Prognostication Scorecard, Part 1

When I started writing this column a mere 18 months (but seemingly a million years) ago, I cited some key industry trends and made five projections. Given the vast changes in our environment — social, economic, technical, political, and cultural…

Prognostication Scorecard, Part 1

When I started writing this column a mere 18 months (but seemingly a million years) ago, I cited some key industry trends and made five projections. Given the vast changes in our environment — social, economic, technical, political, and cultural…

Please Don’t Shoot the Customer, Part 3

This is the final installment of a three-part series on customer profitability management. To recap part one, though many businesses see changing customer mix as the key to improving profitability — attracting big accounts and shunning smaller clients — smarter…

Trading Places, Part 3

This is the final installment of a three-part series on what CRM is quickly evolving into: EAI and business process management (BPM). In parts one and two we examined the overall trend and discussed EAI. In this column, we’ll look…

Trading Places, Part 1

Your reactions to my recent trilogy about the death of the CRM software fad were voluminous. The recurring question was this: “If the CRM-as-software fad is dead, what’s next?” In review of the current customer landscape, I’d say CRM is…

The Rise and Fall of CRM, Part 3

This three-part column is about the birth and death of the CRM fad. In parts one and two, we looked at the Internet fad and the early hype surrounding CRM. In this, the third and final section, we’ll look at…

The Rise and Fall of CRM, Part 2

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. In this, the second installment, we’ll examine…