2002: THE YEAR WE MAKE CONTACT?
It wasn’t supposed to be like this. 2001 was to be the year when colonists on the Moon discovered a black monolith, which emitted an ear-piercing signal
CRM
Sugar & Spice
But is everything nice? Your multichannel customer service offerings need to be as splendidly complete and as thoroughly organized as Wolfgang Puck’s
Storehouse: Crme de la CRM
One of the key elements of CRM (pronounced ) is knowledge about each customer as an individual: to know what his history is, what his value to you is,
GOLDEN RETRIEVER
If you’re still chasing CRM, ERP, SCM, VIM, TIM, and what have you, you’re barking up the wrong tree. None of these much-heralded applications have had
People News
Sandpoint, ID-based apparel cataloger Coldwater Creek appointed Daniel Griesemer senior vice president of retail. Previously, Griesemer held upper management
Pottery Barn
It all began with the Peruvian stirrup-spouted pot. When I first spotted this 2,000-year-old beauty at the Dallas Museum of Art, I was stunned by its
The 3-D Customer
Everything is going digital. Just think of all the little computer chips that surround us in our phones, TVs, CD players, watches, appliances, cash registers,
Great Expectations
Common sense will tell you that if you don
Working Gear
Measurements are the lifeblood of all successful direct-to-customer businesses. Knowing what data to measure, what analytical tools to use, and then using
Reinvent the Wheel
Merchants have been using customer relationship management since they first set up shop in clean, well-lit caves thousands of years ago. They knew, for