Creating the Future of PR Vectors of Disruption Critical Uncertainties in the Future of Work Humans in the Future of Work Crunch Time 2014 Future of the CIO 2013 Trends Future of Work

Scenario Planning in Action 2012: 12 Themes Crowdsourcing Landscape Version 2 Crowd Business Models Transformation of Government Transformation of Business Success in a Connected World Map of the Decade

Zeitgeist 2011 Newspaper Extinction Timeline iPad Media Strategy The NewsScape Media Revenue Models Knowledge Based CRM Framework Social Media Strategy Influence Landscape

Enterprise 2.0 Implementation Enterprise 2.0 Implementation Media Lifecycle Future of Media: Strategy Tools Key Elements of Media Business Models Trend Blend 2008 Web 2.0 Trend Blend 2007

Future of Media Framework

Knowledge Based CRM Framework



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Increased profitability
Customer acquisition
Customer retention
Customer value migration

Customer Communication
Relevant offers
Customized offers
Customer lifecycle offers
High-value information

Demographic profiling
Behavioral profiling
Implicit profiling
Cost to serve
Transactional profiling
Customer lifetime value

Clear responsibility for CRM
Consistent data acquisition
Integrated systems
Effective processes
Supporting culture and behaviors