1. Behavior: Effective analytics will show how customers are behaving currently and predict how they might behave in reaction to marketing activity.

2. Product innovation: Customers are constantly providing clues as to how they would like to see products evolve. Analytics initiatives should help unc...

Tony Glover writes:

MICROSOFT has developed a Skype-style free internet voice service for mobile phones that City analysts believe could wipe billions off the market value of operators such as Vodafone.

The service is included in a mobile version of Microsoft Office Communicator due to be released thi...

CRM Guru writes:

Today's smartest marketers are beginning to use the strategies and technologies that power loyalty programs, without incurring the expenses associated with full-blown "membership" programs. Technology is the key; database management applications or vendors allow a company t...

Dale Wolf writes:

Leigh Duncan has been writing about the fundamental differences between experiential marketing(EM) and customer experience management(CEM) and that how often both the concepts are misunderstood. The post on Five experience fundamentals brings out the essence of CEM very well.

I firmly believe experi...

Gary Stein writes:

"...marketers should realize that personal information is currency, and that it shouldn't be taken without giving either some form of control over how it is handed out, and the provision of value for its exchange. If Battelle's vision plays out, that "transparent system...

Andrew B. Smith has this full memo of Ray Ozzie, CTO of Microsoft  on the future of software and how it will impact consumers. 

Here are some interesting points from the memo on how he sees the future of software as a service:

Key Tenets

Today there are three key tenets that are driving fund...

William Cusick  writes:

I know I've yapped about automated customer service systems before, but - despite so-called cost efficiencies - there are compelling reasons to seriously think about abandoning this technology until somebody can come up with a truly better mousetrap.

Consider these number...

Fast Company has announced its second annual customer first awards.

Here are the winners:

Our Customer Champions

Here are the parameters and how they scored:

I was reading an article on what is the role of CCO (Chief Customer Officer) in a company, as this is a designation that has been popping-up now and then in organizations. 

Here are some important points that are being made by Dennis DeGregor of BankAm to make it work in companies:

• Increasingly ...