My previous articles in this column have explored the ways in which many marketing organizations are trying to better understand their customers by combining traditional market research with new ...

As we emerge from the upheaval of the past year, brands face a daunting challenge: forging meaningful connections with customers in a volatile and shifting consumer environment. Traditional tactics — ...

Add DMNews to your Google News feed. This post was significantly updated in 2026 to reflect new information. An archived version from 2008 is available for reference here. To learn more about our ...

In today’s digital landscape, technology plays a pivotal role in shaping the relationship between a business and its customers. The integration of technology into Customer Relationship Management (CRM ...

Yet, while many organizations recognize the value of keeping customers, far fewer appreciate the full spectrum of losses that arise when performance is merely “good enough.” The hidden costs of ...

Quick responses to quotes and project inquiries help potential customers feel prioritized from the start, and often lead to repeat requests. Offering practical, thoughtful recommendations over ...

The way we as individuals interact with companies (our "suppliers") is on the brink of a major change, driven by the rise of personal agents. These AI-powered "customer-side agents" are set to ...

Businesses across industries are increasingly focused on maintaining long-term relationships rather than continuously pursuing new customers. These “near-permanent” relationships go beyond traditional ...

Today’s sales landscape is more competitive than ever, and sales professionals need every advantage to get ahead of the competition. Amidst the myriad strategies that sales professionals have employed ...