Guessing is not a strategy: How to build decision velocity with AI and real-time data
June 10, 2026 | Live Webinar
Death and Taxes...and Customers!
While we wish death and taxes were not a certainty, they are, and while we wish customers were a certainty, they aren’t. With the onslaught of deregulation, increasing competition, innovative products and technology, companies have been forced to make Customer Relationship Management (CRM) a priority. Although we may not be able to make customers a certainty, we can come closer by focusing on CRM. So what is CRM? How do the concepts of segmentation, marketing/campaign automation, cross-selling, personalization and self-service apply to CRM? What are the common themes of CRM?Simply speaking, CRM is a process through which companies can understand their customers and target market by analyzing each customer's characteristics, needs and the value they create for an enterprise. It’s about being intimate and building a stronger bond with your customer. It’s about empowering the customer and making sure that your CRM strategies are customer-driven.
To start with, it is important to know whom you target: businesses, consumers or both. Business-to-business (B2B) relationships should generally be addressed differently than business-to-consumer (B2C) relationships. Some differences are in the selling strategy, process, sales cycle time and revenues. For now, let’s focus on consumers and B2C relationships.
The next step is to segment your …
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"Being powerful is like being a lady. If you have to tell people you are, you aren't." - Margaret Thatcher |