Southeastern regional telecom giant BellSouth knows that the more of its 16 million U.S. customers it can serve via Web page or e-mail, the more it can save on the most expensive element of its customer service: operators at its…
Why would the National Football League, which sells very little directly to fans and thus has few “customers,” per se, spend big bucks to create a customer relationship management (CRM) campaign? Evan Kamer, who as the NFL’s senior director of…
Near the end of the oxygen-deprived dot-com mania days of late 1999, a Wayland, Mass., company called Professional Development Group, which for nearly 20 years had been teaching corporate employees how to use computers and software, changed its name to…