Default image

Arthur O'Connor

Risky Business

Businesses have long realized that not all customers are created equal. But, thanks to digital processes technology, they are just beginning to measure in real dollar terms, just how unequal they really are. Let’s consider just three broad segments of…

The Ultimate Irony

I always laugh when some so-called "CRM Guru" denounces hidebound, greedy, stupid corporate executives who refuse to re-align their organization’s management reporting structures and business operations around customers. These CRM "experts" often criticize corporate types for seeing CRM exclusively as…

Getting Your House in Order

According to a recent survey of CIOs (chief information officers), more of these executives are focusing this year on their organization’s ability to execute and support CRM (customer relationship management) by taking a hard look at their infrastructures. This comes…

Getting Started, Part II

In my last column, I discussed the first of three principles that are common to launching a successful CRM initiative. In this, the second installment in the two-part series on Getting Started, I’ll discuss the two remaining principles. Step Two:…

Personalization: Coming Full Circle, Part II

In my last column, I wrote about how personalization technologies have impacted business practices, and I discussed the first of three personalization categories – simple Web-based analytics. In this, the second part of this discussion on personalization, I’ll cover the…