Three articles on loyalty caught my eye this week. First 1:1 had a nice piece on Loyalty Equals Growth for Sony. Sony is a company to which many people are already loyal so it was interesting to see that a formal loyalty program was still a priority for them. Talking about their combined CRM and [...]

I had to blog the last two sessions on paper - there are no power sockets in the hotel (the Palazzo at the Venetian in Las Vegas, conference planners please note) and my battery eventually gave up. So, back in the hotel now, here’s a summary of the notes I took.
Sharyn Leaver presented on the [...]

Mike made an interesting comment in response to my recent post on the future of application development. He said:
Are business domain tools necessary to enable a non-trivial development role for businesspeople?
Like many good questions the answer is complicated - in a way, both yes and no. I do agree with Mike that a non-trivial role [...]

Two articles caught my eye yesterday - Robert Nascenzi wrote an article “Real-Time Segmentation Levels the Playing Field” over on Destination CRM while Jeremy Nedelka wrote “The Ultimate Personalized Marketing” over on 1:1. Both articles focusing me in on what I have called “extreme personalization”. Jeremy’s article was a cute story about a school targeting [...]

Ted Iacobuzio of TowerGroup gave the closing keynote, expanding on the survey results Fair Isaac announced today. More than 100 of the InterACT attendees took the survey - clearly this is top of mind. Some highlights:

Lenders appreciate the need for integrated customer information and multi-product decisioning
Lenders are not all at the same speed in implementation
Respondents [...]

This week seems to be my week for customer service lists. Earlier I posted Using decision management to hang on to your customers - a response to a list in a post on CRM Daily. Today I saw a nice post on Jim Berkowitz’s site - Gartner Outlines 7 Initiatives to Improve Customer Experience that [...]

Improving customer experience while adapting to the realities of the 21st century is going to be a critical skill for organizations. Customers expectations are rising, demographics are changing, business is more complex and yet the pressure to reduce costs continues unabated. There are many ways in which organizations should think about the customer experience. One [...]