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Talking to Your Tribe March 17, 2010 
I recently read Tribes by Seth Godin and I think it might hold some clues to the future of CRM. Godin is a business blogger and author of more than a dozen books with titles like Permission Marketing and Purple Cow. He's not about the status quo, he's all over change and leadership like a junkyard dog.
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Social CRM's Point of First Impact March 11, 2010 
Service is becoming perhaps the most important leg of CRM. It's not just me saying it -- it's many others, including Paul Greenberg, who literally wrote the book on CRM. With the economy in the state it's in, that makes sense; keeping the customers you already have has never been more important. However, service has some internal cultural hurdles to clear before it gets the respect it deserves.
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Is Sony Playing a Dangerous Game With PS3 Customers? March 03, 2010 
Gaming companies like Sony, Nintendo and Microsoft ask a lot of their customers. Every few years, they are encouraged by the companies to spend a few hundred bucks to upgrade to a fancy new console. But as far as I can recall, only Sony has ever asked its fans to not play those consoles.
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Boosting Customer Loyalty With Transition Marketing February 11, 2010 
Transition marketing is an often-overlooked but extremely powerful online marketing strategy that welcomes prospects and optimizes their conversion to customers while increasing the likelihood of a lifetime relationship. By creating a transition window comprising a set period of time and a program of strategically designed transition messages, companies can optimize their acquisition returns.
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Airlines Set Flight Path for Better Customer Experience February 08, 2010 
The commercial airline business -- ever sensitive to booms ands busts -- is struggling to maintain traffic in the short run while also trying to build a customer base for the future. Rather than compete on price and schedule alone, airlines are moving away from a mass marketing and commodity approach to sales promotion. Instead, a greater focus on customer relations is emerging.
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Real-Time Analytics Makes for Happy, Loyal Customers February 05, 2010 
For businesses serving the public, employees are the face of the company. Likewise, the manner in which employees interact with customers shapes their perception of the business and its brand. Ultimately, customer loyalty is built through positive interactions and high-quality customer service that meets the individual's specific needs.
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Taking Airline CRM Efforts to New, Higher Altitudes February 01, 2010
Consider the advantages of joining an airline frequent flier program: The more you travel, the more points you earn. On the other hand, the more you travel, the more likely your baggage will be lost. Or the airline will still charge a fee for converting frequent flier points into a "free" extra trip.
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The Golden Age of Marketing January 27, 2010 
One of the reasons that sustainability is such a big issue for all of us is the way the marketplace has shaped up in the last few years. A telltale sign is the initial public offering market. The once-vibrant activity of bringing new companies to the stock markets has shriveled up, and with it you have a graphic description of a relative lack of innovation in the economy.
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CRM and the Hospitality Sector: It's All About Value January 25, 2010 
Major hotel chains have been wooing travelers for years with CRM tools focused mainly on "loyalty" or rewards programs. The CRM programs help hotels and resorts determine which customers patronize the same hospitality brand on a regular basis. However, there is a growing awareness that such programs may not be as valuable to either to the hotel, or to the customer, as once thought.
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Transforming Financial CRM From Retention Mode to Growth Mode January 19, 2010 
As financial institutions gear up for 2010, many companies are still on the long road to recovery after facing some of the most difficult challenges in years. Mortgage defaults and foreclosures, new regulations on credit card and bank fees, and the constant barrage of related news stories sent customer call volumes through the roof in 2009.
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Plenty of Room at the Inn for Hotel CRM Systems January 18, 2010
Pick a room -- any room. There are lots of choices of places to stay for travelers in the U.S. In fact, there are 4.4 million guestrooms across the country, according to the American Hotel and Lodging Association. And that's a problem. Competitors in the hospitality sector need some kind of an edge to gain new customers and, even more importantly, to keep their current customers coming back.
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Integration and Analytics: The Online Shopper's Best Friends January 15, 2010 
With the plethora of available technology tools promising to improve the customer experience, it's safe to assume that many of you have deployed more than one of them to increase your chances of success. The implementation of myriad technology applications can provide significant benefits if they are utilized properly.
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E-Reader Mania Hits Barnes & Noble in the Pocketbook December 22, 2009 
The mad rush for e-readers this holiday season has led Barnes & Noble to offer in-store certificates worth $100 to customers who won't get its device, called the "Nook," by Christmas Eve as promised. B&N has said that demand is so strong it can't keep up with the orders.
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Managing the Exceptions - Using CRM to Salvage Damaged Relationships December 01, 2009 
Earlier in my career, I covered the telecommunications industry. Nothing better prepared me for a career examining CRM than the sight of enormous corporations with immense customer bases failing to build any kind of relationship with their users and instead resorting to price as their major differentiator. Worse yet was the service aspect of these businesses.
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Can T-Mobile Get Its Groove Back? November 18, 2009 
This fall has not been kind to T-Mobile. First, it had to account for mountains of lost data that Sidekick customers had stored. Then there was the nationwide service outage for millions of U.S. T-Mobile customers a few weeks ago. Now, it looks as though employees at T-Mobile UK have been selling competitors the names of customers whose T-Mobile contracts were about to expire.
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8 Habits of Successful Customer Feedback Managers November 05, 2009 
Customer relationships are damaged when companies hear too late about customer concerns or issues to do anything to repair them. Even worse, many crucial concerns aren't being heard by the right people at an organization. For example, are managers aware of which customers are unhappy? Did an employee treat a customer unfairly? What are the specific factors that caused a customer to leave?
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