Customer engagement management (CEM) is the practice of optimizing the lifetime value of customers. CEM is significantly influenced by customer communication practices and has seen rapid growth and adoption... View More
I’m not good at keeping promises to myself. On the contrary, I’m good at keeping promises to other people; ask me to try and pick up Almond M&M\'s on my travels, and I’ll move heaven... View More
There is a tendency for us all to forget that the single unifying factor that underpins all of our organizations–whether commercial or otherwise–is that they are founded upon people. In my... View More
Corporate reputations have only been measured in earnest since the 1990s, and within the nascent management discipline of reputation management, there continues to be a healthy debate about how to use... View More
Companies from all industries spend millions of dollars to produce and deliver millions of customer documents each month. Account statements, invoices, pack slips–these are just a few of the many... View More
Having spent many years in the “conversion optimization” subdiscipline of marketing—a forerunner to what is now known as “growth hacking” in some circles—I’ve... View More
Ricoh Americas Corporation today announced the availability of its 1to1 Create Marketing Services and the results of its first campaign with Graphics Plus of Lisle, Ill. 1to1 Create Marketing Services,... View More
This is the last in my series on the Four Rights–the right medium. Delivering the relevant message to the correct person in a timely basis with the content medium they prefer is an awesome marketing... View More
As technology has become smarter and more efficient, its value has begun to change how consumers behave–raising the bar for businesses that wish to stay relevant and connected to their customers.... View More
I am sure everyone has heard the expression, “Timing is everything.” Yes, timing is everything but very difficult to achieve in many circumstances. However, there is some low-hanging fruit... View More
Technology has been both a boon and a bane to large corporations. On the one hand, it has helped them move massive amounts of information to evermore people. On the other, it has created a monster they... View More
The third right in my mind is the most important: the Person—ME. Is there anyone more important? Let’s take a very common situation: eating out. I frequent several restaurants in my area on... View More
As we discussed in the first post about the Four Rights, the essential underlying tool is the need to develop an effective data collection strategy. Once we have some data patterns on our intended targets... View More
As I travel around the globe consulting and talking to business leaders from all different vertical markets, I am drawing one interesting conclusion about content delivery that is a bit disconcerting.... View More
By most estimates, direct marketing accounts for more than half of all advertising expenditures in the US. Despite the rapid adoption of electronic forms of direct marketing, print media continues to capture... View More
Tap your phone on a near field communication (NFC) tag, and instant, rich, multimedia content is at your disposal. Tap two NFC-enabled smartphones together, and financial transactions can be conducted... View More
Celent sought to understand the role and importance of data in the insurance industry and examine where insurers are in terms of investment in data-related technologies and in Big Data in particular. To... View More
Back in October of 2011, I penned a musing for DOCUMENT about how the QR code was positioned to become a major alternative marketing channel. In 2011, smartphones made up about 40% of the cellular phone... View More
The Rosetta Stone is iconic in the study of ancient Egypt. Champollion's translation of the Egyptian hieroglyphics by discovering their patterned similarities with the better-known Greek and Demotic language... View More
GMC Software Technology, a leading provider of customer communications (CCM) and output management solutions, today announced that Business Advantage Group (BAG) has selected GMC Inspire to drive highly... View More
In today's fast-paced world, organizations face increasing pressure to optimize productivity and streamline operations. The introduction of Microsoft Copilot represents a quantum leap forward in enterprise productivity, offering a powerful tool that integrates...
In today's fast-paced world, effective customer communication is not just a business obligation — it's a crucial part of the customer experience. Unfortunately, many organizations are bogged down
Clear, branded, engaging, and 100% accurate—these are the hallmarks of effective customer communications. Yet, for many organizations, creating them at scale remains a challenge
