• MARKETINGTOOLS: CRM
    Is Your Marketing Campaign Wasting Money?
    Several years ago, I bought my wife a new smartphone for her birthday. While her original reaction implied disappointment and disinterest, it didn't take long for this feature-rich phone to become an integral part of her everyday life. Recently, the on-off button stopped working and now her phone is always on. We decided it was time to upgrade. At the same time, I noticed a full-page ad in Time magazine for a great deal on a new phone with unlimited voice, data and text package. The next day, my wife enthusiastically went to the nearest retail branch to inquire with ...
  • MARKETINGTOOLS: CRM
    Committing Sharknado
    Okay, sure I admit it. I added the "Sharknado" name to my column purely for the shock value and hope of trolling for clicks. However, unless you have been buried in scandals du-jour emanating from politicians far and wide you have no doubt heard a little something about "Sharknado."
  • MARKETINGTOOLS: CRM
    Mobility And Agility In Customer Service
    In a book I wrote several years ago, I talked about the Internet moving at the speed of thought. It was true then, and it's even more accurate today: Think about doing or wanting or needing something, and someone will say, "There's an app for that!"
  • MARKETINGTOOLS: CRM
    It Starts With Employees
    I have written several CRM articles detailing technologies and strategies for improving customer relationship management (CRM) including the use of webcasting, ways to improve your brand website and conference presentations. However, it may be important to take a step back, and address the fact that CRM really begins with your employees.