All_Councilstag:typepad.com,2003:weblog-1763642007-02-27T20:32:59-05:00This is a collection of all posts from each of the DMA Council Blogs pulled into one easy to view format.TypePadDon’t Leave Your Customers Stuck on the Runwaytag:typepad.com,2003:post-312102302007-02-27T20:32:59-05:002007-02-27T20:32:59-05:00Jet 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...DMA Blog
<div xmlns="http://www.w3.org/1999/xhtml"><p><span style="color: black;"><o:p></o:p></span><span style="color: black;"><o:p></o:p></span>
</p>
<p class="MsoNormal"><span style="color: black;">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. <o:p></o:p></span></p>
<p class="MsoNormal"><span style="color: black;">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?</span></p>
<p class="MsoNormal"><span style="color: black;">Tough questions. But in my opinion,
we can all learn a few lessons from Jet Blue:</span></p>
<ul type="disc" style="margin-top: 0in;"><li class="MsoNormal" style="color: black;">Everyone in an organization needs to be bought into CRM as a central part of a company’s philosophy. <o:p></o:p></li></ul>
<ul><li><span style="color: black;"><o:p></o:p></span>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. <o:p></o:p></li></ul>
<ul><li><span style="color: black;"><o:p></o:p></span>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 <a href="http://www.jetblue.com/about/ourcompany/apology/index.html">David Neeleman</a> did?<o:p> </o:p></li></ul>
<ul type="disc" style="margin-top: 0in;"><li class="MsoNormal" style="color: black;">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.</li></ul>
<p>Josef Katz</p> <o:p></o:p></div>
CRM OpCom 2/14/07 Meeting Notestag:typepad.com,2003:post-312102282007-02-19T13:50:44-05:002007-02-19T13:50:44-05:00Attention 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...DMA Blog
<div xmlns="http://www.w3.org/1999/xhtml"><p><img src="file:///C:/DOCUME~1/rinaldid/LOCALS~1/Temp/moz-screenshot-2.jpg" /><img src="file:///C:/DOCUME~1/rinaldid/LOCALS~1/Temp/moz-screenshot-3.jpg" /></p>
<p><strong><span style="color: #cc0033;">Attention OpCom Members<br />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.<br /><br />Dave Rinaldi</span></strong></p><br /><br />
<p><span style="font-size: 1.2em;"><strong>MINUTES</strong></span></p>
<p> </p>
<p class="MsoTitle"><strong><span style="font-size: 11pt; font-family: Arial;">The DMA Customer Relationship Management Council<o:p></o:p></span></strong></p>
<p class="MsoTitle"><strong><span style="font-size: 11pt; font-family: Arial;">Operating Committee Meeting<o:p></o:p></span></strong></p>
<p class="MsoTitle"><strong><st1:date month="2" day="14" year="2007"></st1:date><p><span style="font-size: 11pt; font-family: Arial;">Wednesday,
February 14, 2007</span></p><span style="font-size: 11pt; font-family: Arial; font-weight: normal;"><o:p></o:p></span></strong></p>
<p class="MsoTitle"><span lang="FR" style="font-size: 11pt; font-family: Arial;"><strong>1:00PM – 2:00PM EST</strong></span></p>
<p class="MsoTitle"><span lang="FR" style="font-size: 11pt; font-family: Arial;"><strong><br /></strong></span></p>
<p class="MsoTitle"><span lang="FR" style="font-size: 11pt; font-family: Arial;"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 0.6em;"><strong><span style="font-size: 11pt; font-family: Arial;">OpCom
Members in attendance: <o:p></o:p></span></strong></span></p>
<p align="left" class="MsoTitle" style="text-align: left;"><span style="font-size: 0.6em;"><span style="font-size: 11pt; font-family: Tahoma; font-weight: normal;">Bart Foreman<o:p></o:p></span></span></p>
<p align="left" class="MsoTitle" style="text-align: left;"><span style="font-size: 0.6em;"><span style="font-size: 11pt; font-family: Tahoma; font-weight: normal;">Jeanmarie Gelinas<o:p></o:p></span></span></p>
<p align="left" class="MsoTitle" style="text-align: left;"><span style="font-size: 0.6em;"><span style="font-size: 11pt; font-family: Tahoma; font-weight: normal;">Josef Katz<o:p></o:p></span></span></p>
<p align="left" class="MsoTitle" style="text-align: left;"><span style="font-size: 0.6em;"><span style="font-size: 11pt; font-family: Tahoma; font-weight: normal;">Bill Lipman<o:p></o:p></span></span></p>
<p align="left" class="MsoTitle" style="text-align: left;"><span style="font-size: 0.6em;"><span style="font-size: 11pt; font-family: Tahoma; font-weight: normal;">Greg Osenga<o:p></o:p></span></span></p>
<p><span style="font-size: 0.6em;"><span style="font-size: 11pt; font-family: Tahoma;">John Stevenson</span><strong><span style="font-size: 11pt; font-family: Tahoma;"> </span></strong></span></p>
<p> </p>
<p class="MsoNormal" style="margin-right: -0.25in;"><strong><span style="font-size: 11pt; font-family: Arial;">OpCom Members not in attendance:<o:p></o:p></span></strong></p>
<p class="MsoNormal" style="margin-right: -0.25in;"><span style="font-size: 11pt; font-family: Arial;">Brian
Baker<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-right: -0.25in;"><span style="font-size: 11pt; font-family: Arial;">Dave
Rinaldi<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-right: -0.25in;"><span style="font-size: 11pt; font-family: Arial;">Riccardo
Zane<o:p></o:p></span></p>
<p><span style="font-size: 11pt; font-family: Arial;"> <o:p></o:p></span>
</p>
<p> </p>
<p class="MsoNormal"><strong><span style="font-size: 11pt; font-family: Arial;">DMA Staff
in attendance:</span></strong><span style="font-size: 11pt; font-family: Arial;"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 11pt; font-family: Arial;">Diane Kaminskas<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 11pt; font-family: Arial;">Tatiana Rios <o:p></o:p></span></p>
<p><strong><span style="font-size: 11pt; font-family: Arial;"><br /></span></strong><span style="font-size: 11pt; font-family: Arial;"><o:p> </o:p></span>
</p>
<p class="MsoBodyTextIndent" style="margin-left: 0.35in; text-indent: -0.3in;"><strong><span style="font-size: 11pt; font-family: Arial;">I.<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span></strong><strong><span style="font-size: 11pt; font-family: Arial;">Welcome/Opening
Remarks<o:p></o:p></span></strong></p>
<p class="MsoBodyTextIndent" style="margin-left: 0.85in; text-indent: -0.3in;"><span style="font-size: 11pt; font-family: Symbol;">·<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">Everyone was welcomed to
the call</span><strong><span style="font-size: 11pt; font-family: Arial;"><o:p></o:p></span></strong></p>
<p class="MsoBodyTextIndent" style="margin-left: 0in;"><strong><span style="font-size: 11pt; font-family: Arial;"><o:p> </o:p></span></strong></p>
<p class="MsoBodyTextIndent" style="margin-left: 0.35in; text-indent: -0.3in;"><strong><span style="font-size: 11pt; font-family: Arial;">II.<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span></strong><strong><span style="font-size: 11pt; font-family: Arial;">Programming<o:p></o:p></span></strong></p>
<p><span style="font-size: 11pt; font-family: Symbol;"> ·<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">DM DaysNew York</span></p>
<p><span style="font-size: 11pt; font-family: Arial;"> – Bart submitted a proposal and will call the DMA to fill in some of the
missing information<o:p></o:p></span>
</p>
<p class="MsoBodyTextIndent" style="margin-left: 1.2in; text-indent: -0.35in;"><span style="font-size: 11pt;">-<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">Jeanmarie, Josef and Bart
will be attending <o:p></o:p></span></p>
<p><span style="font-size: 11pt; font-family: Symbol;"> ·<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">DMA07 Event -Chicago</span></p>
<p><span style="font-size: 11pt; font-family: Arial;"><o:p></o:p></span>
</p>
<p class="MsoBodyTextIndent" style="margin-left: 1.2in; text-indent: -0.35in;"><span style="font-size: 11pt;">-<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">Presentation Ideas – asking
everyone to give thought on a dynamic topic <o:p></o:p></span></p>
<p class="MsoBodyTextIndent" style="margin-left: 1.5in; text-indent: -0.3in;"><span style="font-size: 11pt; font-family: Arial;">o<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">Why CRM matters now more
than ever?<o:p></o:p></span></p>
<p class="MsoBodyTextIndent" style="margin-left: 1.5in; text-indent: -0.3in;"><span style="font-size: 11pt; font-family: Arial;">o<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">Success stories with CRM<o:p></o:p></span></p>
<p class="MsoBodyTextIndent" style="margin-left: 1.2in; text-indent: -0.35in;"><span style="font-size: 11pt;">-<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">Networking Breakfast –
speaker for the breakfast – Jeanmarie has a contact <o:p></o:p></span></p>
<p class="MsoBodyTextIndent" style="margin-left: 1.5in; text-indent: -0.3in;"><span style="font-size: 11pt; font-family: Arial;">o<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">Tatiana suggested to hold
the event Tuesday <o:p></o:p></span></p>
<p class="MsoBodyTextIndent" style="margin-left: 3in; text-indent: -3in;"><span style="font-size: 11pt; font-family: Arial;"> a.<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">Should we tie in with another group (Analytics Council) or do it alone?<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"><br /></span></span></p>
<p> i. <span style="font-size: 11pt; font-family: Arial;">Good idea to join with
another group and open up the whole networking field</span>
</p>
<p class="MsoBodyTextIndent" style="margin-left: 3.5in; text-indent: -0.25in;"><span style="font-size: 11pt; font-family: Arial;">1.<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">Propose the idea to the Analytics Council <o:p></o:p></span></p>
<p class="MsoBodyTextIndent" style="margin-left: 0.85in; text-indent: -0.3in;"><span style="font-size: 11pt; font-family: Symbol;">·<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">Everyone should try and get
the best speakers possible for the event<o:p></o:p></span></p>
<p class="MsoBodyTextIndent" style="margin-left: 0.85in; text-indent: -0.3in;"><span style="font-size: 11pt; font-family: Symbol;">·<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">RFPs for DMA07 – Council
Sponsored Sessions were due on February 12<sup>th</sup>. The council can send in 4 RFPS that they
would like to see sponsored by the Council <o:p></o:p></span></p>
<p class="MsoBodyTextIndent" style="margin-left: 0.85in; text-indent: -0.3in;"><span style="font-size: 11pt; font-family: Symbol;">·<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">February Webinar – haven’t
seen any information, no one from the OpCom is registered</span><strong><span style="font-size: 11pt; font-family: Arial;"><o:p></o:p></span></strong></p>
<p class="MsoBodyTextIndent" style="margin-left: 0in;"><strong><span style="font-size: 11pt; font-family: Arial;"><o:p> </o:p></span></strong></p>
<p class="MsoBodyTextIndent" style="margin-left: 0.35in; text-indent: -0.3in;"><strong><span style="font-size: 11pt; font-family: Arial;">III.<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span></strong><strong><span style="font-size: 11pt; font-family: Arial;">Blog<o:p></o:p></span></strong></p>
<p class="MsoBodyTextIndent" style="margin-left: 0.85in; text-indent: -0.3in;"><span style="font-size: 11pt; font-family: Symbol;">·<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">Really only one post in the
last month <o:p></o:p></span></p>
<p class="MsoBodyTextIndent" style="margin-left: 0.85in; text-indent: -0.3in;"><span style="font-size: 11pt; font-family: Symbol;">·<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">Not much activity <o:p></o:p></span></p>
<p class="MsoBodyTextIndent" style="margin-left: 0.85in; text-indent: -0.3in;"><span style="font-size: 11pt; font-family: Symbol;">·<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">Look into adding the link
elsewhere on the DMA page<o:p></o:p></span></p>
<p class="MsoBodyTextIndent" style="margin-left: 0.85in; text-indent: -0.3in;"><span style="font-size: 11pt; font-family: Symbol;">·<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">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<o:p></o:p></span></p>
<p class="MsoBodyTextIndent" style="margin-left: 0.05in;"><strong><span style="font-size: 11pt; font-family: Arial;"><o:p> </o:p></span></strong></p>
<p class="MsoBodyTextIndent" style="margin-left: 0.35in; text-indent: -0.3in;"><strong><span style="font-size: 11pt; font-family: Arial;">IV.<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span></strong><strong><span style="font-size: 11pt; font-family: Arial;">Membership<o:p></o:p></span></strong></p>
<p class="MsoBodyTextIndent" style="margin-left: 0.85in; text-indent: -0.3in;"><span style="font-size: 11pt; font-family: Symbol;">·<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">60 members <o:p></o:p></span></p>
<p class="MsoBodyTextIndent" style="margin-left: 1.2in; text-indent: -0.35in;"><span style="font-size: 11pt;">-<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">look into why Bart and
Josef are not on the membership report <o:p></o:p></span></p>
<p class="MsoBodyTextIndent" style="margin-left: 1.5in; text-indent: -0.3in;"><span style="font-size: 11pt; font-family: Arial;">o<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">Update – Bart and Josef are
on the membership report, it was just a matter of linking their accounts with
the CRM council<o:p></o:p></span></p>
<p class="MsoBodyTextIndent" style="margin-left: 0.85in; text-indent: -0.3in;"><span style="font-size: 11pt; font-family: Symbol;">·<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><span style="font-size: 11pt; font-family: Arial;">sent out 45 personal
winback campaigns today</span><strong><span style="font-size: 11pt; font-family: Arial;"><o:p></o:p></span></strong></p>
<p class="MsoBodyTextIndent" style="margin-left: 0in;"><strong><span style="font-size: 11pt; font-family: Arial;"><o:p> </o:p></span></strong></p>
<p class="MsoBodyTextIndent" style="margin-left: 0.35in; text-indent: -0.3in;"><strong><span style="font-size: 11pt; font-family: Arial;">V.<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span></strong><strong><span style="font-size: 11pt; font-family: Arial;">Action
Items<o:p></o:p></span></strong></p>
<p class="MsoBodyTextIndent" style="margin-left: 0.85in; text-indent: -0.3in;"><span style="font-size: 11pt; font-family: Symbol;">·<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><strong><span style="font-size: 11pt; font-family: Arial;"> </span></strong><span style="font-size: 11pt; font-family: Arial;">Publicize
the blog as much as possible</span><strong><span style="font-size: 11pt; font-family: Arial;"><o:p></o:p></span></strong></p>
<p class="MsoBodyTextIndent"><strong><span style="font-size: 11pt; font-family: Arial;"><o:p> </o:p></span></strong></p>
<p class="MsoBodyTextIndent" style="margin-left: 0.35in; text-indent: -0.3in;"><strong><span style="font-size: 11pt; font-family: Arial;">VI.<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span></strong><strong><span style="font-size: 11pt; font-family: Arial;">Upcoming
Meetings<o:p></o:p></span></strong></p>
<p><strong><span style="font-size: 11pt; font-family: Arial;"> 1<sup>st</sup> Wednesday of each month at </span></strong><st1:time hour="13" minute="0"></st1:time><br /><strong><span style="font-size: 11pt; font-family: Arial;"> 1:00 PM EST</span></strong><br /><span style="font-size: 11pt; font-family: Symbol;"> ·<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span><st1:date month="3" day="7" year="2007"></st1:date><span style="font-size: 11pt; font-family: Arial;">March 7,
2007</span></p>
<p><span style="font-size: 11pt; font-family: Arial;"><o:p></o:p></span>
</p>
<p class="MsoBodyTextIndent"><span style="font-size: 11pt; font-family: Arial;"><o:p> </o:p></span></p>
<p class="MsoBodyTextIndent"><span style="font-size: 11pt; font-family: Arial;"><o:p> </o:p></span></p></div>
Who is responsible for CRM?tag:typepad.com,2003:post-312102262007-02-15T21:26:50-05:002007-02-15T21:26:50-05:00I am sure you all heard someone say I tried a CRM program and it failed. Most of the time these companies were jumping on a buzzword bandwagon looking for a quick fix to a sales or business problem. They...DMA Blog
<div xmlns="http://www.w3.org/1999/xhtml"><p>I am sure you all heard someone say I tried a CRM program and it failed. Most of the time these companies were jumping on a buzzword bandwagon looking for a quick fix to a sales or business problem. They may have even purchased fancy technology but they were not bought into the essence of CRM. </p>
<p>What is necessary to implement a successful CRM program? Is CRM a marketing, sales, customer service, technology, or executive role? Does a company need to buy into CRM as a philosophy or can a program succeed as a marketing tactic? Do you need an internal corporate sponsor to champion the cause? What does everyone think? </p>
<p>Let's get the conversation started...</p>
<p>Josef</p></div>
DMA '06 - notes from the field...tag:typepad.com,2003:post-312100082007-02-14T11:43:32-05:002007-02-14T11:43:32-05:00Eyewitness account of the DMA analytic meeting?DMA Blog
Eyewitness account of the DMA analytic meeting?
Mediatag:typepad.com,2003:post-312102242007-01-12T08:37:08-05:002007-01-12T08:37:08-05:00Quick survey - please share the various media you are using to communicate with your customers. I'm confident that we have print covered, but how about targeted cable, satellite, cell phone, blogs, etc... In addition, does anybody use media outside...DMA Blog
<div xmlns="http://www.w3.org/1999/xhtml"><p>Quick survey - please share the various media you are using to communicate with your customers. I'm confident that we have print covered, but how about targeted cable, satellite, cell phone, <span class="924103313-12012007">blogs,</span> etc...<span class="924103313-12012007"> In addition, does anybody use media outside of print for acquiring new customers? Has anybody experimented with targeting to specific cable zones or perhaps out-of-house electronic billboards?</span></p></div>
G-Mail Concernstag:typepad.com,2003:post-312102222006-10-11T01:34:13-04:002006-10-11T01:34:13-04:00I have a definate concern about G-mail and it's approach to e-mail marketing. Our clients spend good dollars to promote their brands and we develop some powerful creating messages and offers, only to find that Google takes our brand offers...DMA Blog
<div xmlns="http://www.w3.org/1999/xhtml"><p>I have a definate concern about G-mail and it's approach to e-mail marketing. Our clients spend good dollars to promote their brands and we develop some powerful creating messages and offers, only to find that Google takes our brand offers and puts competitive brands right next to them in a sidebar. In other words, the competitive brand is getting instant exposure with our client's customers. I'm crying foul.</p>
<p>This is somewhat like the Catalina Marketing couponing scheme in supermarkets - the old buy to deny strategy. That seems to be fading and I never thought it was very successful because the customer already had the product in her shopping cart before the competitive coupon was issued.</p>
<p>G-mail delivers a potential competitive brand punch before the reader can move on.</p>
<p>Thoughts?</p>
<p>Bart Foreman<br />Group 3 Marketing</p></div>
Leveraging Data for Customer Management & Retentiontag:typepad.com,2003:post-312102202006-10-03T10:24:00-04:002006-10-03T10:24:00-04:00On Thursday, October 12, 2006 at 1pm (Eastern), The DMA CRM Council will host a Virtual Seminar, Leveraging Data for Customer Management & Retention. This session is co-sponsored by the DMA CRM and Financial Services Councils. This seminar will take...DMA Blog
<div xmlns="http://www.w3.org/1999/xhtml"><p>On Thursday, October 12, 2006 at 1pm (Eastern), The DMA CRM Council will host a Virtual Seminar, <strong>Leveraging Data for Customer Management & Retention</strong>. This session is co-sponsored by the DMA CRM and Financial Services Councils. </p>
<p>This seminar will take you through a virtual case study of RBC Centura Bank, the U.S. subsidiary of Royal Bank of Canada. Go behind the philosophy and explore the sophisticated methodology RBC Centura Bank created to leverage its customer performance management system. Learn how RBC addressed four core components of CRM - Penetration, Acquisition, Efficiency and Retention - and successfully applied their unique CRM approach with dramatic results across all measures. </p>
<p><strong>Add to the discussion here on the CRM Blog, then come back after the session to post your thoughts, comments and continue a discussion with your peers that will help you apply this methodology to your own customer populations. </strong></p>
<p>To register for the virtual seminar, or to learn more, please visit: </p>
<p><a href="http://www.the-dma.org/councilevents/crmaugleveraging/">http://www.the-dma.org/councilevents/crmaugleveraging/</a></p>
<p>Looking forward to the discussion.</p>
<p>Rebecca Bailey</p></div>
Seasoned Retail CRM Creative Director Availabletag:typepad.com,2003:post-312102182006-09-28T10:36:17-04:002006-09-28T10:36:17-04:00Due to a widespread reorganization at one of my large retail clients, a talented CD wants to know if members of the CRM Council may have some recommendations on retailers who are looking for someone with extensive experience in creative...DMA Blog
<div xmlns="http://www.w3.org/1999/xhtml"><p>Due to a widespread reorganization at one of my large retail clients, a talented CD wants to know if members of the CRM Council may have some recommendations on retailers who are looking for someone with extensive experience in creative direction of customer relationship management programs. If you have any suggestions, please respond under Comments below. If your company would like to review this person's credentials, be sure to include your email address and I'll connect the two of you. Thank you.</p>
<p>Dave Rinaldi<br />Customer Communications Group<br /><a href="mailto:dave.rinaldi@customer.com">dave.rinaldi@customer.com</a> </p>
<p class="MsoNormal" style="margin-right: -0.25in;"><span style="font-size: 9pt; font-family: Arial;"><o:p></o:p></span></p></div>
Welcome Friendstag:typepad.com,2003:post-312102162006-09-25T17:31:11-04:002006-09-25T17:31:11-04:00It's finally alive. Anyone who has kids knows about the birthing process. We invite you to get involved. Ask questions. Offer feedback. Put your left and right brain to work analytically and creatively. CRM covers a lot of marketing territory...DMA Blog
<div xmlns="http://www.w3.org/1999/xhtml"><p>It's finally alive. Anyone who has kids knows about the birthing process. We invite you to get involved. Ask questions. Offer feedback. Put your left and right brain to work analytically and creatively. CRM covers a lot of marketing territory and there is so much new out there we can all help each other be smarter and the brightest ones in the DMA.</p>
<p>I certainly hope that you will make it west to DMA06.</p>
<p>Bart Foreman</p></div>
Experimental Design Software?tag:typepad.com,2003:post-312102142006-09-05T14:52:44-04:002006-09-05T14:52:44-04:00We are looking at purchasing StatEase software to assist in experimental design. Does anyone have any experience or words of advice regarding this product or others? Specifically, flexibility with mixed models. Thanks!DMA Blog
<div xmlns="http://www.w3.org/1999/xhtml"><p>We are looking at purchasing StatEase software to assist in experimental design. Does anyone have any experience or words of advice regarding this product or others? Specifically, flexibility with mixed models.</p>
<p>Thanks!</p></div>