For Customer Intelligence Professionals

Marketers: Stop The Abuse! Adopt Preference Management

Consumers Are Losing Trust And Patience With Marketers

by Dave Frankland, July 22, 2009

Preference and relevance are tired and overused marketing terms. But despite the lip service marketers give them, we don't see an awful lot of focus on them. To get a complete picture of the state of preference management in practice and the similarities . . .

For Marketing Leadership Professionals

Is The US Ready For Mobile Marketing?

Consumers Are Ready — So, Marketers Should Be, Too

by Charles S. Golvin, Christine Spivey Overby, December 27, 2006

The near ubiquity of mobile phones and accelerating consumer acceptance of applications other than voice make mobile a powerful new channel for marketers. When done right, mobile campaigns yield high response rates and increase consumer engagement. Still, . . .

How Mature Is B2B Lead Management?

Mature Lead Management Practices Yield Superior Results

by Laura Ramos, November 30, 2006

Lead management process maturity pays off big time. Business-to-business (B2B) firms that fall into the top tiers of our Lead Management Maturity Model enjoy better sales follow-up rates and close a higher percentage of marketing-generated leads. But . . .

Five Predictions For The Future Of Direct Marketing

by Eric Schmitt, February 16, 2006

The next five to 10 years will bring dramatic change to the direct marketing world. As consumers continue to embrace the Web — the ultimate direct-to-consumer meta-medium — search marketing and eCommerce will reach new heights. Meanwhile, direct marketers' . . .

The State Of The Customer Database

Findings From Forrester's 2005 Database Marketing Benchmark Study

by Eric Schmitt, July 18, 2005

We surveyed 124 database marketing executives at large direct-to-consumer companies. Customer databases at these firms play a critical role beyond direct marketing. Many influence other marketing activities like market research and media buying — and . . .

Federal Do Not Call (DNC) Rules Create a Catch-22 for Telemarketers Calling Wireless Subscribers

by Lisa Pierce, October 17, 2003

The FCC has issued an order, but how will a telemarketing organization know that the number it is dialing serves a wireline or wireless device? Or what if a wireline subscriber has arranged for all his calls to be forwarded to his wireless phone?

Telemarketing's Reprieve Is Only Temporary

by Elana Anderson, Jim Nail, September 26, 2003

The fate of the national do-not-call registry is now in the midst of a power struggle between the judicial and legislative branches of government. But these legal maneuvers are beside the point. Consumers, not the courts, will decide telemarketing's fate.

Outsourcing Do Not Call Compliance: Carrier Options

by Lisa Pierce, September 24, 2003

The federal DNC/DNF requirements touch every size organization, but many are still unprepared to comply with the imminent DNC deadline. Major service providers have created a variety of solutions targeted to fill this gap.

European Experience Shows 'Do Not Call' Lists Do Not Make Marketing an Endangered Species

by Martha Bennett, May 2, 2003

Rather than moan, or even try to find ways around legislative requirements, companies would be better off serving well those customers and prospects who have agreed to be contacted, and use IT systems to effectively tailor offers and campaigns.

Respecting Customer's Wishes for 'Do Not Call' Lists Builds Trust and Reduces Churn

by John Ragsdale, April 10, 2003

Stop looking for loopholes to get around do not call lists. Calling customers that have registered with a state or federal do not call list will only encourage them to churn.

Expanded 'Do Not Call' Regulations a Wake Up Call for Telemarketing Firms

by Elizabeth Herrell, April 9, 2003

Telemarketing is a major industry in the United States, and increased limitations are causing many firms to express concern about the effect of these laws on their business.

For Business Process & Applications Professionals

Permission-Based Marketing Requires Attention To Customer Rights

by Elizabeth Herrell, September 19, 2002

Contact center permission-based marketing is gaining attention as an effective way to grow revenues quickly and inexpensively. However, companies must monitor its implementation carefully across all channels or risk legal problems and customer backlash.

For Business Process & Applications Professionals

Avaya's Proactive Contact Management Solution Redefines Telemarketing

by Elizabeth Herrell, February 21, 2002

Although Avaya's Proactive Contact Management Solution is primarily a repackaging of existing applications, this new offering is timely in its support of emerging enterprise interest in proactive customer response.

For Business Process & Applications Professionals

2002 Budget: Customer Support Agents Unlikely to Succeed in Telesales

by John Ragsdale, November 6, 2001

Companies anxious to find new ways of minimizing costs and increasing revenue may see customer support agents as untapped talent; however, expecting technical support agents to make outbound telemarketing calls is a bad idea.

New FTC Privacy Plan Makes Life Harder For Firms

by John C. McCarthy, Christopher M. Kelley, October 5, 2001

The FTC's new agenda pours gasoline on the fires of the privacy debate. This uncertainty makes it even more important for companies to clearly assess the risk and costs of their data practices and systematically update and enforce their privacy policies.