Contributed by Stephen Shaw

  • All That Should Ever Matter Is What Really Matters to Customers

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    A commitment to pleasing customers should be much more than a marketing claim (or an interface that can be capriciously ...

  • Marketing and IT: Two Solitudes

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    At a time when Marketing and IT must closely collaborate in order to cope with a rising swell of consumer ...

  • Asking the Right Question

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    Every business should have a litmus test that separates the truly loyal customers from those who are neutral or disaffected.

  • CRM And Lessons Learned

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    After two years of deep slumber, the CRM market is about to re-awaken. What have we learned from the past few ...

  • The Trouble with Segmentation

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    Segmentation is supposed to be the cornerstone of CRM. The problem is...it doesn't go far enough.

  • The Meaning of Success

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    Marketing decisions are often made out of habit, or are based on blind faith or boredom. Success is often equally ...