Changing Your Marketing Mindset: 12 Steps to the Interactive Future

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The Shifting Balance of Power: When CRM becomes CMR

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Unisys Unlearns

by: Scott Goodson

This article is printed in the fall issue of The Hub Magazine:

The same old CRM is not good enough.

It seems that nearly every brand is drowning in its own beliefs about Customer Relationship Management (CRM). They all believe that only warmth drives purchase; that customers have to love the brand to use it; that the brand has to be highly visible among top management, even though they are a relatively small group of people.

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Ten Questions with Jeffrey Pfeffer

by: Guy Kawasaki

Jeffrey Pfeffer is the Thomas D. Dee II Professor of Organizational Behavior at the Graduate School of Business, Stanford University. He is the author or co-author of twelve books. Dr. Pfeffer received his B.S. and M.S. degrees from Carnegie-Mellon University and his Ph.D. from Stanford.

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Bold Moves, not just Bold Talk

by: Dominic Basulto

Bruce Nussbaum's post over at Business Week about the Backlash Against Innovation has started to resonate throughout the innovation community.

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Are You a 'One-Night Brand'?

by: Alain Thys

Imagine the following situation. A man sees an attractive woman at a party. They talk and decide to have a few dates. After giving all the right signals for being a loyal, caring, trustworthy and relationship-oriented guy, he convinces her to spend the night. The next day he is gone and when she calls it is clear he doesn't want to speak to her....

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The Future of CRM

by: David Polinchock

I think that I wrote this back in 2001 and it still seems to have real relevance today. In this changing world of media and new ways to engage our audience, brands frequently forget about the staff and the incredible power they have in creating the right guest experience!

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Why Blogging Matters: 6 Degrees of Perspective

by: David Armano

The following "group post" is the Brainchild of Eric Kintz from HP.  Eric recently coordinated this effort between myself and some very respectable names representing distinctly different areas related to marketing. 

We're not theoretically debating the merits or de-merits of blogging and social networks.  We're participating.  Here's what we have to say:

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Are There Any Customer Experience Companies that are Not CRM Refugees?

by: Karl Long

You know i’ve complained mightily that every time I find a company that claims to be a “customer experience management” company, they turn out to be a refugee from the CRM industry, looking to install unusable software for huge fees and get the hell out of there.

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Overseas Call Centres Damage the Brand: Update

by: Chris Lawer

Back in 2004, I wrote a blog entry on the back of some research published then in BrandRepublic magazine. It revealed that UK companies setting up overseas call centres are losing customers at a rate that actually negates the cost-saving of outsourcing abroad. The following extract described:

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