Where are all the people?

It's coming up on a year since the Blog was launched and re-launched.  So where are all the members?

You requested that the DMA sponsor an online tool that would enable us members to speak to one another, to ask questions of each other and ultimately build our own wealth of CRM experience here, available to DMA members.

A few dedicated members, mainly your OPCOM members, post their ideas or questions. 

Let's dialogue candidly, is the current format too clunky?  are you having trouble still negotiating the passwords that enables you to post?  Have you tried adding comments directly?

Take a look at http://dmacrm.informe.com for an alternative.  Which is easier to use?

-John

Keep the Blog or Try Something New

The OpCom team is again debating whether to keep the current blog format with some enhancements or convert it to a message board format.  I have to admit that I'd like to gravitate to a message board so that our CRM Council members are better able to post their questions and ideas.  The OpCom team members don't wish this tool to be an exclusive forum for their opinions.  The idea is that every CRM Council member can use it to ask questions of their peers or "air" a topic that's on their mind.  In addition, I like the idea that members could have the ability to be alerted via RSS when new content is posted or a topic of interest is addressed.

What do you think?  Keep the blog format or go for the message board format?

Dave Rinaldi

CRM OpCom Minutes from 07-11-07

To review the OpCom minutes from our last meeting, please click on below.  If you have any questions or concerns, please contact Dave Rinaldi at [email protected]

Download 71107_crm_minutes1.doc

CRM OpCom Minutes from 06-07-07

To review the OpCom minutes from our last meeting, please click on below.  If you have any questions or concerns, please contact Dave Rinaldi at [email protected]

Download 60607_crm_minutes.doc

CRM OpCom Minutes from 05-02-07

To review the minutes from our last OpCom meeting, please click on below. If you have any questions or concerns, please contact Dave Rinaldi at [email protected]

Download crm_opcom_minutes_from_50207.doc

CRM OpCom Minutes from 4/4/07

To review the minutes from our last OpCom meeting, please click on below. If you have any questions or concerns, please contact Dave Rinaldi at [email protected]

Download 40407_crm_meeting_minutes_final.doc

CRM OpCom Minutes from 3/7/07

To review the minutes from our last OpCom meeting, please click on below. If you have any questions or concerns, please contact Dave Rinaldi at [email protected]

Download 30707_crm_minutes.doc

CRM OpCom Minutes from 2/14/07

To review the minutes from our last OpCom meeting, please click on below.  If you have any questions or concerns, please contact Dave Rinaldi at [email protected]

Download 21407_crm_minutes1.doc

Don’t Leave Your Customers Stuck on the Runway

Jet Blue is still recovering from their fiasco a couple of weeks ago. Meanwhile, they have taken many steps in the right direction toward rebuilding their customer relationships. 

But questions still remain. Can any amount of ‘CRM’ convince those stranded travelers to get back on a Jet Blue flight again?  Did Jet Blue do enough to make amends, or could they have gone further?

Tough questions. But in my opinion, we can all learn a few lessons from Jet Blue:

• Everyone in an organization needs to be bought into CRM as a central part of a company’s philosophy.

• Employees need to be reminded that customer service is everyone’s job – and empowered to act. With the right training, a ground crew member or another Jet Blue employee could have helped out in that situation and left Jet Blue looking good in the eyes of its customers, not bad.

• To rebuild damaged customer relationships, company leaders need to become highly visible quickly and say the right things. How many CEOs would apologize the way David Neeleman did? 

• Learn from the experience. Unless company leaders pull a problem apart to find out exactly what went wrong, there is no possibility to develop contingency that can prevent it from happening again.

Josef Katz

CRM OpCom 2/14/07 Meeting Notes

Attention OpCom Members
Please review the following notes from our last meeting.  Feel free to notify everyone of a comment or edit via the Comments tab below.  We will make changes as needed.  Thank you.

Dave Rinaldi

MINUTES

 

The DMA Customer Relationship Management Council

Operating Committee Meeting

Wednesday, February 14, 2007

1:00PM – 2:00PM EST

OpCom Members in attendance:

Bart Foreman

Jeanmarie Gelinas

Josef Katz

Bill Lipman

Greg Osenga

John Stevenson 

 

OpCom Members not in attendance:

Brian Baker

Dave Rinaldi

Riccardo Zane

 

DMA Staff in attendance:

Diane Kaminskas

Tatiana Rios

 

I. Welcome/Opening Remarks

· Everyone was welcomed to the call

 

II. Programming

              · DM DaysNew York

                    – Bart submitted a proposal and will call the DMA to fill in some of the missing                                                     information

- Jeanmarie, Josef and Bart will be attending

               · DMA07 Event -Chicago

- Presentation Ideas – asking everyone to give thought on a dynamic topic

o Why CRM matters now more than ever?

o Success stories with CRM

- Networking Breakfast – speaker for the breakfast – Jeanmarie has a contact

o Tatiana suggested to hold the event Tuesday

                                             a. Should we tie in with another group (Analytics Council) or do it alone?

                                                                           i.  Good idea to join with another group and open up the                                                                                          whole networking field

1. Propose the idea to the Analytics Council

· Everyone should try and get the best speakers possible for the event

· RFPs for DMA07 – Council Sponsored Sessions were due on February 12^th. The council can send in 4 RFPS that they would like to see sponsored by the Council

· February Webinar – haven’t seen any information, no one from the OpCom is registered

 

III. Blog

· Really only one post in the last month

· Not much activity

· Look into adding the link elsewhere on the DMA page

· Maybe send out a reminder or relaunch email to the council and have all inquiries go to Diane so that she can provide them with a typepad invitation

 

IV. Membership

· 60 members

- look into why Bart and Josef are not on the membership report

o Update – Bart and Josef are on the membership report, it was just a matter of linking their accounts with the CRM council

· sent out 45 personal winback campaigns today

 

V. Action Items

·  Publicize the blog as much as possible

 

VI. Upcoming Meetings

      1^st Wednesday of each month at
      1:00 PM EST
       · March 7, 2007