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Crain's New York Business - 24 January 2011 by Rance E. Crain (Editor)

By Rance E. Crain (Editor)

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Extra resources for Crain's New York Business - 24 January 2011

Sample text

The process relies heavily on technology: data warehouses, enterprise software engines, and Web applications and services. The individual pieces are being introduced by several vendors, and some can be built in-house. Such a capability is one aspect of an emerging practice called dialogue marketing, which achieves much of what relationship marketing promised but never delivered. In this context, a dia- Yes Does customer respond positively? No Customer is placed in highrisk group for follow-up by specialty customer service rep.

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