Identifying the Customer-Focused Executive
Whether CEO, CMO, or CCO (chief customer officer), relationship-savvy execs have a lot in common. Read story
Don Peppers
CRM Plays Different Roles for Different Companies
The mad rush toward "I've got to do CRM" has turned to boardroom discussion of "What's the benefit?" -- and companies have become increasingly more skeptical... Read story
Are Personalization and Privacy Really at Odds?
As more companies jump on the personalization bandwagon, they're finding that personalization and privacy aren't necessarily strange bedfellows. Read story
Off the Record: A Candid Exec on the CRM Culture Shift
Implementing a CRM strategy that gets results inevitably involves winning over the hearts and minds of employees; and arguably the most difficult step of ... Read story
Are Personalization and Privacy Really at Odds?
Today's companies treat different customers differently for one basic reason: because they can. The technologies that enable personalization have only rec... Read story
The Secrets of Successful Loyalty Programs
Why do some loyalty programs succeed while others fail? Read story
Why CRM Initiatives Fail and What You Can Do About It
Over the last several months, there's been a lot of debate about the validity of CRM as a business strategy. Gartner Dataquest recently found that as many... Read story
A Mid-Sized Retailer Goes One to One
Independent grocer Green Hills Farms combines old-fashioned hospitality and some newfangled one-to-one marketing to compete with the big supermarket chains. Read story
