Month: August 2010

It’s time again for “If Airlines Sold Paint”

This humorous parody of airline pricing is being republished because of a story that appeared in the Wall Street Journal recently entitled “You Paid What For That Flight?” Alan Hess, owner of American International Travel in Bountiful, Utah originally wrote the following tongue in cheek satire titled “If Airlines Sold Paint”. We have taken the […]

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Individual Relationship Management (IRM) trumps CRM

Part 2 of a 2 Part Series on Individual Relationship Management (IRM) versus Customer Relationship Management (CRM) which is flawed By Guest Author, John Fleming, Executive Advisor to Solutionz  Individual Relationship Management – IRM – is not a technology, but a cultural foundation that must exist in a company before customer intimacy can become a […]

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The flaw in Customer Relationship Management (CRM) as the sole approach to Customer Intimacy

Part 1 of a 2 Part Series on Individual Relationship Management (IRM) versus Customer Relationship Management (CRM) By Guest Author, John Fleming, Executive Advisor to Solutionz For well over a decade, customer relationship management (CRM) practitioners have touted the marriage of customer information with demographic, psychographic and behavioral propensity data to help you get closer […]

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Driving – New Lost Cost Competition for Airlines? (turns out it is not so new)

For the last 4 years, it is a well known fact that I have been a champion of the drive market.  This week I was looking back at a book that I co-wrote in 2001 with Kathy Misunas – Multi-Channel Distribution The Essential Guide.  I found this chapter.   Turns out that we first started […]

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