Archive | Customer Analytics

Top 10 CRM Stories of 2007

It’s been one of the most interesting years in a long time, whether you look at Customer Management from an enterprise, customer or technology perspective. Here are my personal picks for the top stories of 2007, counting down from 10. 10. Sprint Fires 1,000 Customers I’ll start my list with a classic example of what […]

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Use Text Analytics To Listen to Customers on Their Terms

It’s never been more important to really hear the voice of your customers. Surveys can help, but when was the last time you filled out a long survey asking you to rate your experiences with a product or service? Right, me neither. Loyalty guru Frederick Reichheld contends that surveys should be as short as possible […]

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Unica's Vision: "Marketing So Relevant, It Feels Like Service"

Yuchun Lee When I first met Unica co-founder Yuchun Lee several ago, he told me his goal was to create a billion dollar business. Seemed a bit far-fetched at the time, since the company had yet to book $10 million per year. Now, as Unica surpasses $100 million per year in (run-rate) revenue, that goal […]

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CRMGuru Is Now CustomerThink

In case you missed the announcement last week, we have changed the name of to Long-time members may recall that our email newsletter was renamed CustomerThink in 2002 (formerly CRM.Insight) because of confusion about what the term “CRM” means. “CustomerThink” was created by this community, so it’s your name, not a buzzword that […]

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China in the Customer Management Groove

It’s hard to believe that we’ve just completed the fifth annual China Customer Management Forum, held April 5-6 in Shanghai. It seems like just yesterday that Sampson Lee contacted me and said something like, “Hey, what do you say we start a CRM conference in China?” I wasn’t sure that China was ready for CRM […]

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