Can I Get My Reputation Back?

Ray Donovan was U.S. Labor Secretary under Ronald Reagan and a colorful figure. During his tenure he was indicted by a Bronx, N.Y., grand jury on corruption charges stemming from a contract to...
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Marketing to Mobile Millennials: Misperceptions and Myths

Despite their financial burdens -- unconscionably high levels of college education debt and a lackluster job market -- everyone wants to know what millenials want. Where will they live? What will...
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Blackbaud Weaves New Data Services Into eTapestry

Blackbaud recently upgraded its cloud-based eTapestry fundraising application with tools addressing what seems to be a perennial problem in CRM -- dirty data. The ultimate goal of the upgrades...
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CRM’s Transition

It always happens this way. A market erupts or transitions to something new or it goes the way of the dodo and you miss the key turning point. Looking back, though, you can spot the telltale signs...
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T-Mobile’s Legere Sputters Over FTC’s Cramming Accusations

T-Mobile's efforts to market itself as the un-carrier that puts customers first may be impacted by the FTC's allegations that it has engaged in "cramming" -- charging consumers for services offered...
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Zendesk Illuminates Customer Data

Zendesk has rolled out a new analytics and data visualization tool that sits on top of its flagship customer service platform. Called "Zendesk Insights," it is available to the company's Plus and...
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Google Glass Service Could Make All Customers Feel Special

Virgin Atlantic recently announced the expansion of a pilot project in which flight attendants use Google Glass to meet and greet customers. For the initial project, the airline equipped the concierge...
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Toward a More Perfect CRM

"Perfection is the enemy of completion" is a bastardization of a translation of the first line of a poem by Voltaire. That makes the saying itself sort of an example of what Voltaire was talking...
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Show Season Observations

Not that the shows ever end, but as I regain my spot on the ground, I have a few observations from the many shows that I have been to or read about over the last eight weeks. First, if you think...
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Card Fraud Hits 1 in 4 Consumers Worldwide: Report

As many as a quarter of the world's consumers were victimized by card fraud in the past five years, and financial institutions are losing customers as a result, suggests ACI Worldwide research....
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