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Digital marketing and customer engagement insights and step-by-step instructions to compete and win at customer acquisition and retention.
So You Need To Integrate Customer Data
2020-04-17 16:49
Got data? Of course you do. In today’s digital platform enabled world of marketing the challenge is often not what data you have but can and how you use it. With each new too… Read More
How To Rationalize Redundant Platforms
2020-04-17 16:49
It’s time to do a double take on redundant systems. Think about your own company, how many overlapping database, analytics, marketing automation, or content management tools are i… Read More
Integrated Marketing Maturity Curves
2019-10-28 01:38
“If you don’t know where you are going, you’ll end up someplace else” – Yogi BerraThe role of marketing continues to evolve, with today’s CMO and her team… Read More
5 Steps To Successful Process Automation
2019-05-23 03:56
This post originally appears in the dPrism dBrief. Check it out and sign up for weekly articles on digital transformation from a range of experienced thought leaders.&nbs&hell…Read More
2018-07-02 03:09
Article first appears in the dPrism dBrief:By now you likely know all about the importance of the user experience (UX) in product design. Another angle on making your organization user-centr… Read More
What Is CRM, Anyway?
2017-11-13 01:23
What is CRM, anyway?Ever have a hard time explaining what you do?  Recently when a colleague in the same industry asked me my definition of CRM, my jumbled response made me realize it w… Read More
TMobile's Entry Into Advertising Fame
2017-01-30 17:14
In spite of their frequency and production value, every once in a while an advertisement makes an unforgettable impact that propels your own thinking in synch with the brand positioning.&nbs&hell…Read More
5 CRM Lessons From Volleyball
2016-09-30 19:54
I got a thrill from watching the Olympic Volleyball teams compete this summer.  Seeing the players fluidly switch positions, execute sets spikes and blocks, and dive like maniacs to mak… Read More
2016-09-13 03:40
Check out my recent article on how Big Data impacts CRM practice in the CIO Review magazine:Synopsis:By layering the where, when, how, and with whom from disparate sources on top of a single… Read More
How To Leave Your Credit Card Company
2014-08-15 03:00
Leaving your credit card company can be difficult, and not just because excess credit is intoxicating.  Most credit card companies have a SWAT team of highly trained retention agents wh… Read More
How To Say Sorry 500,000 Times
2014-04-30 16:55
Or, 4 Steps to deal with a major email mistake.  Ever send an email that wasn’t ready to be received? Perhaps it included a misspelled name, or was meant for someone else. Remembe… Read More
2013-09-17 10:34
How can you define a good customer experience? Ritz Carlton suggests "We are Ladies and Gentlemen serving Ladies and Gentlemen".  American Express' Service strives to make it "Easy, Rec… Read More
The Deteriorating Spiral Of Irrelevance
2013-04-11 12:24
I used to get delirious in the deal deluge.  Flittering from $5 falafels to fruit infused drinks for free, I rode the Groupon and Living Social wave for years.  I persevered throug… Read More

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