We’ve come a long way in personalization. So far, in fact, that in many ways we’re right back where we started! What was once a carefully defined (as well as manually intensive and very expensive) niche strategy, personalization has recently…
We are only beginning to see the effects of offering relevant, personalized value propositions to individual customers through their preferred channel. The results can dramatically increase loyalty and customer lifecycle values in the form of more frequent and larger repeat…
From all the news and commentary about CRM — a recent Gartner Group study suggests that up to 60 percent of such implementations fail — one would conclude that we in the CRM community still haven’t been able to articulate…
In this, the second part of the inaugural column for the eCRM Guide, I’ll cover the remaining three of five trends affecting our industry. In the first column, I discussed the first two industry trends, in which I predict that:…
For my first two columns, I thought I’d hit some of the key trends in the eCRM field — trends that may well figure prominently in our industry, and our lives — as the year unfolds. With so many new…
