Customer relationship management (CRM for short) is a marketing strategy whereby firms concentrate … [Read more...]
Service Failure Recovery: I Screwed Up, Now What?
pFace it. We don't always play our A-game when it comes to delivering superior service. And it's … [Read more...]
A Measurement Plan for Social Media
If you're a frequent visitor to this blog, you know social media measurement is an important focus, … [Read more...]
Analytics: Social Media Marketing Grows Up
Social media is changing -- and analytics are leading this transformation. Yet, surprisingly, when … [Read more...]
Marketing is DEAD??????
That's the headline from a recent HBR (HARVARD BUSINESS Review) article -- Marketing is Dead!. Huh? … [Read more...]