You're hearing it here, if not first, then at least loud and clear: demographic data is dead. Over. Fini. And that's great news for customer relationship management!

The phone. The computer. The Internet. The introduction of these major technological developments has substantially changed business behavior. As technology continues to improve and consumers become savvier, we will no doubt see even more changes in the way media is consumed and business is conducted.

For some of our clients the focus seems to always be around opt-in vs. opt-out only in outbound management. But what about other categories of "no" from customers as it relates to email? Are you also tracking "abuse" complaints, spam reports, hard bounce, black-listing and quarantines?

Here's a test: go to your search engine of choice and enter "CRM" as your search term. If your results are anything like mine, what you're going to find are pages and pages of offers of automated CRM solutions: CRM software, CRM tools, CRM downloads, CRM products.

As technology continues to progress, customers are following suit and are more educated and savvy in terms of the technology they utilize. For this reason, many customers seek and prefer self-service options. While the enthusiasm for technology is great for business, how does this do-it-yourself (DIY) approach affect customer relationships and loyalty?

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No doubt you have seen the rather public missteps and head-shaking arrogance from Spirit Airlines over the last few weeks regarding a terminally ill patient and his quest for a refund. After being strongly and medically cautioned not to fly, this Spirit customer was merely looking for a refund or ticket transfer to his child to restitute his grave situation.

When online marketers think about developing email campaigns, they typically focus on two areas: open rates and conversions. And the open rates, as we all know, have everything to do with subject lines.

Customer engagement can take many forms, like special discounts, offers and VIP memberships, but these customer rewards must be tailored for individual business industries and clients. If you're considering the implementation of a customer reward program, also be sure you have the time and commitment necessary. You may think it's easy to quickly issue a customer discount, but customer engagement is not a one-time deal. It must be a consistent, well-planned and executed program.