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Web Analytics Industry Confronts Cookie-Deletion Trend May 25, 2005 
Few analyst reports hit home as squarely as the recent Jupiter Research study on cookie deletion struck at the heart of the Web analytics industry. Released in March, the report said 39 percent of Web users acknowledged deleting cookies at least once a month, with smaller but still significant numbers eliminating them from their computers daily or weekly.
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Stop Experimenting on Your Customers! May 23, 2005 
As eBusiness drives more business, it is attracting more sophisticated marketers who bring with them classic training in marketing research methods from places like P&G. These marketers understand how critical customer research is in guiding their decisions in product development, messaging and pricing, and in helping them to predict the success of a particular line of business.
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Why Analytics Could Save CRM May 06, 2005 
The analytics used in many small manufacturing companies starts and ends with Microsoft Excel spreadsheets. There are entire manufacturing operations run off Excel, fulfilling the roles of demand planner, manufacturing scheduling, and the continual maintenance of bills of materials, in addition to many other tasks.
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Gartner's Magic Quadrant May Need New Pixie Dust April 15, 2005 
The Gartner Group's Magic Quadrant is one of the most referenced research tools in the IT industry. During the boom years of the late 1990s nearly every company that received funding or even hoped to get an IPO completed had to get a Gartner subscription to populate their S1s with market statistics to substantiate their market direction.
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Does Online Advertising Enhance Offline Sales? April 04, 2005 
In the economic clouds of recent years, marketers discovered a silver lining in multichannel marketing. Numerous reports and case studies showed that online marketing of big-ticket items such as automobiles improved offline purchases.
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A New Approach to Customer Data Integration, Part 2 March 31, 2005 
Customer data integration is becoming important for enterprises who want to acquire and retain customers. Last week, we took a look at how to create neutral, enterprise-wide customer data models and rules-bases frameworks. This week, we'll examine why CDI systems need to ensure cell-level survivorship, manage different data types, and provide proper tools for all users.
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Google Buys Web Analytics Firm Urchin Software March 29, 2005 
Google raised eyebrows again with its latest acquisition, the purchase of a privately held software firm that specializes in Web analytics. The search engine giant said it bought San Diego, California-based Urchin Software for an undisclosed sum and said it would make the firm's analytical and on-demand tools available to Web site owners and online marketers.
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Channel Selling March 09, 2005 
The indirect sales channel has emerged as a sales environment distinctly different from conventional business-to-business or business-to-consumer selling. This shifting focus is long overdue, especially in industries such as technology, where a high percentage of products are sold through distributor and reseller networks that require different approaches to selling and management.
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Exciting Times for Data Analysts February 17, 2005 
These are exciting times to be a data analyst. I say this because two of the biggest barriers that have traditionally prevented analysts from effectively leveraging and acting upon data have been greatly reduced.
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Right-Brained CRM February 16, 2005 
Daniel H. Pink has written an interesting book that has important implications for the future of CRM. A Whole New Mind: Moving from the Information Age to the Conceptual Age, to be published next month, is excerpted in the February issue of Wired magazine. The book deals with the differences between the two hemispheres of the human brain.
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HP Builds Brand with Marketing Resource Management February 10, 2005 
According to a study by Accenture, 55 percent of companies lack a single view of their customers. CRM may be able to solve that problem, but the study found an even bigger problem that traditional CRM doesn't touch: 68 percent of companies can't measure the return on investment of marketing campaigns.
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Generating Sales in the Service Center January 26, 2005 
Quite a few companies are offering solutions that provide automated customer service in one way or another. There is a lot to be said about this trend, and much of it is good. The days of long waits on hold or frustrating attempts to navigate a series of phone menus are winding down.
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Avoiding Worst Practices in Channel Management January 21, 2005 
Too often channel strategies ranging from the most tactical and short-term to the most strategic and multiyear fail. Success or failure of a channel management strategy has nothing to do with the time horizon and everything to do with perspective, timing and getting away from a "one-and-done" mentality.
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Putting Data into Context January 19, 2005 
As database services become increasingly commoditized, the value of databases depends more and more upon advanced consumer analytics. The technology exists both for aggregating data to input into analyses and for acting on results of such analyses in a multitude of ways and through a variety of channels.
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Speech Analytics: Producing Results from Recorded Calls January 06, 2005 
Just as many companies that adopted CRM applications years ago often failed to use the data they collected, call centers that tape inbound calls for regulatory compliance and quality assurance often lack the time and the staff to listen to the calls and learn from them. Enter speech analytics software.
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Content Analysis: Why Do Customers Respond? January 04, 2005
Traditionally, e-mail program measurement focuses on overt consumer responses: We know that a customer has opened, clicked, perhaps even transacted -- but unless a coupon redemption is involved, our knowledge of why a response has occurred is often limited.
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