This CRM-related illustration shows the complexity of serving customers across multiple mediums, channels, and by using different employees.

This illustration provides a very simplified view of customer attrition, here called ‘the leaky bucket’.

This playful illustration shows the life-time value of a premium coffee company (like Starbucks) customer who stops by the shop on the way to work.

This illustration shows a simplified execution process, described as “ready aim fire” with the “aim” step blocked out.

This (somewhat conversational) slide provides discussion points for setting a web or marketing budget.

This illustration shows return on investment (ROI) for implementing a system or program. This example uses lead conversion as its return basis.

This illustration suggests a path to present a unified face to the customer by aligning different company attributes.

This illustration explains that data analysis, although very analytical by marketing standards, is very much like counting cards. This is the central story of why data mining returns propensity vs. definitive answers.

This illustration shows how different market factors (such as customer expectations) change as new market shifts occur. The market shifts include: product focused, channel focused, and information focused.

This illustration shows return on investment (ROI) for a new system or program. This example focuses on reduced costs, specifically, reduced training cycles and reduced errors (mitigating cost of correction).

This two-by-two illustration shows how relationship equity rises and customer anonymity lowers as interaction intensity rises.

This illustration shows two different product/service models for a consulting company: divergent product lines and whole-product framework.

This intuitive, laymen-friendly slide illustrates all of the different entities collecting customer data through a single transaction. In this case, we track a customer ordering mittens from a clothing catalog. Details of the data...