Articles by Dan Baird

The ability to collect massive amounts of data represented a huge leap forward in customer service and communication when customer relationship management first hit the market as a marketing, sales and data management tool. However, CRMs weren't a holy grail. Data management is one thing. Using data to understand what customers really need (not ju...

The ability to collect massive amounts of data represented a huge leap forward in customer service and communication when customer relationship management first hit the market as a marketing, sales and data management tool. However, CRMs weren't a holy grail. Data management is one thing. Using data to understand what customers really need (not ju...