Lately, I have been involved in a number of conversations regarding segmentation and targeting. I state it this way, segmentation and targeting, as if it were one topic with two words in the name because that is how many folks I have been interacting with refer to it. Combining the two terms, as if one, [...]

What is your web strategy? Are you monitoring the appropriate sites for content related to your brand or products? Do you have a user-driven content function on your site? Because users are discussing your products.

CRM programs should target growth, efficiency or customer experience as a primary direction. Without question, the extreme majority of programs focus on growth or efficiency and seldom do the programs I encounter target the improvement of customer experience. Fun does not pay the bills. Or, can it?