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Some Excellent Links
2008-02-01 17:13:00
The first mention--this well-written post by Ann Handley. What a story teller! With her re-cap of a recent volunteering experience, she brings the concept of people working best when they fully understand their roles in the workplace to life. Not our normal marketing blog, but very insightful and a fun read!And, because it's so topical, we thought you'd be interested in this post from the Seeking Alpha blog. Author, Erick Schonfeld, provides an interesting analysis that shows how the combined Microsoft/Yahoo compares to Google, financially speaking.At the end of a long, hard work-week, this post from Advertising for Peanuts, Being Tough, hit home. While not always obvious to people who might have more physically grueling careers, those of us in marketing ARE some pretty tough cookies! We deal with deadlines, demanding clients, travel and lots of stress. This post recognizes it, and I enjoyed it.Finally, if you simply can't wait until Sunday's main event--you know--the Supe...
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Managing Customer Loyalty
2008-01-31 21:57:00
You know the old saying, "It costs five-times more to get a new customer than to keep an existing customer." Well, it's true! And, it's relevant to whatever business that you're in. The multiplier may change but it is definitely much more profitable to keep and grow your customers than to continually lose them.The telecommunications industry is very familiar with this issue. They call this type of customer loss "churn." In the 1990s, it was common to hear customer churn rates of almost 100%. In other words, telecommunications firms were losing an equal amount of customers that they gained. I think we can all agree that this was quite the frightening trend. Consumers and businesses became very price focused, and the telecom providers would come out with one promotion after another to "win-back" their customer's business -- totally based upon price. It was definitely war! I know -- I was there. I worked at AT&T during that time and it was brutal.Here's what I saw to...
More About: Customer , Loyalty

Automotive Direct Marketing Growth
2008-01-30 06:22:00
Direct marketers need some good news right now.We were happy to read this bit of news from Direct Magazine."Automotive manufacturers are projected to invest $9.8 billion in direct marketing to generate $108 billion in sales by 2012, according to report findings released by the Direct Marketing Association."Talk about a nice return on investment. Even better that we're talking billions, as in "B".So, what is the deal with automotive marketing?"Automotive retailers generated greater than a $33 return for every dollar invested in direct marketing in 2007, which represents the highest ROI of 52 industries tracked by the DMA."What makes direct marketing such an effective channel for the automotive industry? Here's our opinion: auto retailers typically include these three important direct marketing success components: The local nature of car shopping. In other words, you buy your car from the dealership in your area, and an intrinsic aspect of direct marketing (as opposed to branding,...
More About: Direct Marketing , Direct , Growth

Case Study Monday: Using Dynamic Content to Generate E-Mail Marketing Campa
2008-01-28 16:44:00
Welcome to another Case Study Monday!This week, we are featuring a very compelling -- and thorough -- success story that was done as a collaboration between Listrak (a leading provider of hosted email marketing software, that "allows permission-based marketers to manage, send, track and grow their email marketing investment"), and DiscountBeautyCenter.com (an online retailer who offers the "nation’s largest selection of brand name cosmetics, fragrances, and professional beauty supplies at everyday savings of up to 70% and more").Listrack offers this Case Study along with several others in the resource area of their website. For all of us who utilize e-mail marketing in our direct marketing strategy, this is some very interesting reading. We hope you enjoy it as much as we did!OverviewIn response to several customer inquiries regarding practical uses for dynamic content, Listrak’s marketing and professional services departments teamed up to help DiscountBeautyCenter.com, an on...
More About: Marketing , Mail , Content , Campa

Some Interesting Links
2008-01-25 17:36:00
Let's kick off this Friday's list of links by being totally self-promoting! Nancy and I have created a new website (and we have lofty aspirations for this one!). Check out: AskDirectMarketers.com. It's a site where people can go and ask their burning direct marketing questions. Then, the answers are also summarized quite nicely, here. Our goal is to make this Q&A site a hub for direct marketers, and, again, we'll be adding some more fun content soon.Another new site worth checking out--Jurie Pieterse (ING Direct) has started a new banking blog, called Banker with balls (gotta love that title). His most recent post is on Wachovia's new saving plan called Way2Save. I can tell that this blog will be a good one! If you dabble in financial services marketing (as we do), I'm sure we'll learn a few things here.Speaking of financial services, I enjoyed this post from Red Clay Media that talks about how President Bush' $150 billion stimulus may impact families (how much a typ...
More About: Interesting , Links

The Shift in Direct Marketing is Happening NOW!
2008-01-24 16:46:00
As time goes on, all of the excitement around social media, viral and online marketing seems to be changing our world. Even the folks that have been around the block a time or two are referencing this change. Check out this post from our friend, Dean Rieck, on his Direct Creative Blog. He recently interviewed copywriter extraordinaire, Bob Bly, and asked him what he thought the future holds for traditional direct marketing -- i.e., direct mail and print advertising. Talk about a loaded question!Anyway, here's what Bob said: "I do not think print will disappear, but right now, all the focus and excitement is about online marketing. I am not a futurist so I don’t make predictions, but many feel that online marketing is fundamentally changing the way marketing is done … specifically, giving the customer a greater voice and moving away from advertiser-generated copy and content."Dean then questioned Bob about what effect the internet will have on direct marketing over the next...
More About: Marketing , Direct Marketing , The Shift , Shift

Use of Customer Data to Set Service Strategies
2008-01-23 17:35:00
I was pleased to see this round-table discussion on the newly revamped DM News website: Use data to handle the disgruntledThe article presents 4 slightly different takes on how to use customer information and customer preferences to maximize the customer experience. From prioritizing calls to customer service based on customer value, to knowing when (and when not) to offer price discounts as an incentive, the article provides good insight into the use of customer data to make service decisions.The takeaways from the 4 authors:Use your CRM system to prioritize your customers according to their value.Freebies and discounts can backfire with customers willing to pay a premium.Data can help marketers turn unhappy customers into supporters.Empowered customers with communication choices are happy customers.As a database marketer, I absolutely believe in using the power of the database to determine customer treatment. Just one word of caution--don't piss off your customers too much!Remem...
More About: Service , Customer , Strategies

The Age-Old Conundrum: Getting Marketing Involved in the Sales Process
2008-01-22 17:27:00
The beauty of blogs is that you can post on those items that you run across in your day-to-day journey that either make you want to dance and sing . . . along with those that make you want to scream! As bloggers, we have that going for us!Hence the topic of today's blog (screaming not dancing): How can we (the brains and brawn of direct marketing) force our way into the world of sales (with them kicking and screaming) in order to assist them in creating revenue? It's an age-old problem -- and as evidenced by this article from destinationCRM, one that many of us are faced with every day. Here's a snippet from the article: Who is in charge of revenue at your company? In most B2B companies, the sales department owns the revenue pipeline -- and therefore, the most political power. In contrast, the marketing department too often gets left out of the revenue process. There are companies where sales holds weekly revenue calls, and nobody from marketing is part of the conversations. T...
More About: Marketing , Sales , Process

Case Study Monday: Acquisition Direct Mail
2008-01-21 17:34:00
At RRW, we spend more than 50% of our time helping our clients acquire new customers. The rest of the time is spent in working on customer marketing (retention, segmentation, etc) and other direct marketing activities for our clients. Of course we spend time running the business (yikes--accounting!) and writing this blog :)My point--over the years, we've become pretty good at figuring out how to acquire profitable new customers. So, we thought we'd share one of our own success stories today.Situation OverviewOur client, a leading mortgage lender with aggressive new customer acquisition goals was faced with the following list targeting challenges:They needed to maintain their historic high response rates to their ongoing direct mail campaigns, but at the same time,Dramatically improve their approval rates. Over time, in a saturated refinance market, responsive applicants were increasingly failing to meet credit criteria, or they did not have the right equity requirements.Solutio...
More About: Mail , Study , Direct , Case , Monday

Links of the Week!
2008-01-18 15:46:00
Here's this weeks collection of our favorite posts of the week!1) Bhupendra Khanal's Business Analytics Blog: Bhupendra's post "Management Consulting May Not Be the Right Answer," is a thought-provoking post on why business ventures most often fail. Bhupendra discusses how you must integrate smart analytics, market research and management consulting to make successful strategic business decisions. He also makes the point that customers need to be treated as humans, and unless you utilize all three of these areas in your business venture, the emotional piece (that appeals to human beings) is lost.2) Bob Sullivan's Sales and Marketing Effectiveness Blog: Bob's post "B2B Marketers Plan 2008 Budget Increases," gives us some excellent news to end our week -- particularly after the DM employment outlook news that we reported on yesterday! Bob reports on a recent survey that found that B2B marketers are going to be increasing their budgets in 2008 -- and mostly in the areas of o...
More About: Links , Week

Direct Marketing Employment News
2008-01-17 17:26:00
I always look forward to seeing results of the quarterly direct marketing employment surveys run by Bernhart and Associates. This quarter (Q1 2008), the news isn't so great. Here's part of their press-release.Job Market Tightens for Direct MarketersDirect marketers can expect more hiring freezes and increased layoffs this quarter, according to the latest employment survey by Bernhart Associates."All of our hiring indicators are turning more negative," said Jerry Bernhart, President of Bernhart Associates Executive Search, LLC. "This weakness comes as no surprise given the recent news of layoffs and the current overall economic climate."According to the survey, 58% of the companies responding said they plan to add to staff during the first quarter of 2008, down 2% from the previous survey in October. Direct marketers are also planning more layoffs with 12% indicating they plan to reduce payroll, up from 9% last quarter.Bernhart said the biggest increase came in the percentage ...
More About: Marketing , News , Direct Marketing , Employment

Spotlight On: Epsilon
2008-01-16 16:23:00
Welcome to another edition of our "Spotlight On" series, where each month we focus on an industry-leading provider to the direct marketing industry. Additionally, we highlight those companies who not only bring us great DM solutions, but also perform exceptionally in the customer service arena. We hope that these monthly posts are helping you, our faithful readers, when you go about the business of choosing partners and vendors to work with.Today, our spotlight is on Epsilon. We’re especially pleased with this month's Spotlight because it gave us the opportunity to chat with Ron Shevlin, Epsilon’s Vice President of Client Solutions. You may also recognize Ron as a fellow blogger, whose fascinating Marketing Whims blog we follow religiously. In our conversation with him, Ron shared some great information about his company and, in addition, his vision for the future of the database industry. First off, here’s a bit of background on Epsilon. We know Epsilon through ou...

Ten Database Security Tips
2008-01-15 17:20:00
As a direct marketer, I hear about database breaches and immediately think "BIG BUSINESS". I envision large financial institutions that collect data on millions of customers and imagine a scenario where stolen data results in large-scale lawsuits and identity theft mayhem. But, honestly, it's just as important (and perhaps even more important) for smaller businesses to ensure that their customer data is secure.This article brings that point home: 10 Database Security Tips For Smaller Businesses While storing sensitive or regulated information puts any company at risk, smaller businesses may have more to lose. "For small businesses, the impact of data loss is much higher, because they have less infrastructure," says Mark Kraynak, senior director of strategic marketing for Imperva. "They probably don't have backups, and they don't have the organizational wherewithal or response teams to handle a big public breach, or getting sued."The article then proceeds to share ten solid tip...

Case Study Monday: Bringing Direct Marketing In-House
2008-01-14 17:15:00
Welcome to another edition of Case Study Monday!Today's case study is from Detica Information Intelligence, a specialty business and technology consultancy based in the United Kingdom. We think that this case study is an excellent example of how you can utilize an outside perspective to help you bring direct marketing functions back in-house. And, as this story illustrates, Detica helped their client do this while also contributing significantly to their bottom line. Read on for more insight into how Detica created a true win-win situation for their client.Client name: A major international mobile phone service providerBusiness challenge: Mobile phone service providers are facing increasingly tough competition in the UK. As one of the industry's global leaders, our client was therefore keen to adopt more flexible, cost effective ways of exploiting its customer intelligence and targeting its millions of UK subscribers with successful direct marketing campaigns. A key requireme...
More About: Marketing , House , Direct Marketing , Direct

Love these Links
2008-01-11 18:13:00
This week was a great week for bloggers. Perhaps bloggers are finally settling into 2008, because we saw lots of creativity.This post, from the Big Idea Blog is an inspiration to all entrepreneurs, or wanna-be entrepreneurs. It provides the story of how one woman (Lesley Mattos) turned an experience in her personal life into an idea for a new business. I won't spoil the story for you--you'll have to take a look at the blog post to find out what her idea was. All I can say is that this reminded me to keep my eyes open for that next great idea, no matter what I'm up to.And, we enjoyed this post by Phil Bernstein (my Portland neighbor), Direct Mail By the Pound. It's actually kinda scary how much direct mail is sent over the holiday season. His post brings this home. Another post that generated lots of discussion on direct marketing ethics is Robert Rosenthal's IQ Derma and the Grand Illusion. I have to tell you, this really got me thinking about just how far some direct mar...
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Event Triggering, Data Mining, Multi-Channel Marketing -- Oh My!
2008-01-10 17:55:00
We've often cited the tremendous impact that event-triggers can provide to direct marketers. In fact, we've worked with several clients to design event-triggering programs that have resulted in response rates of up to 2.1% -- much higher than utilizing traditional data sources to fuel acquisition programs.This continues to be the case -- not only here in the US, but also in other countries. In fact, The Wise Marketer has just reported on the results of some research conducted by UK marketing firm CDMS. The firm looked at using event-triggers with an existing customer base -- and the findings were quite interesting. The first finding was a no-brainer -- that "customer marketing -- as opposed to prospect marketing -- generates a significantly higher response." I think we've all seen this -- I mean the customers that already buy from you are definitely going to be more open to reading and responding to your messaging than those cold prospects who you are trying to acquire.More ...
More About: Marketing , Event , Mining , Data , Multi

DMA's New Mail Preference Service
2008-01-09 18:19:00
It's always bugged me that the Direct Marketing Association charged consumers to put themselves on a Do Not Mail suppression file, used by the industry to scrub lists of people who really don't want to receive direct mail. Yes, the fee was only one small dollar, but this fee rankled consumers who are sick of junk mail. I can't tell you how many articles I've read complaining about it.And, believe me, direct marketers don't need more bad press...Well, the DMA announced today that they've not only gotten rid of the $1 fee, but that they've enhanced the service.DMA Unveils Free Online Service ; Enhances DMAChoice to Meet Consumers' Needs for Choice in Catalog MailingsIn a nutshell, along with the elimination of the $1 fee, consumers can now opt-out of mailing lists by individual brand and ask not to receive specific catalogs.“DMA’s Mail Preference Service, part of DMAChoice, is now the most effective and secure way for consumers to only receive the mail they want and to e...

Direct Marketers Viewpoint
2008-01-08 19:00:00
With all of the focus on the upcoming Presidential election, there has been an unprecedented number of pundits out there predicting all sorts of things for 2008. Couple that with the continuing struggles in the housing market, and the naming of 2007 as the Year of "Subprime," and you have an interesting forecast -- to say the least!BtoBOnline has reported on how all of this impacts the viewpoint of direct marketers. In the article, Amy Syracuse reports on those items foremost on our minds. Not surprisingly, the economy heads off this list. Between the mortgage crisis and the state of consumer spending (or lack thereof), it behooves us all to keep a wary eye on the economy. More than ever, diversification across industries is key. Also, if you think that your marketing strategy is set -- think again. We respectfully submit that with this existing climate, we all need to test, analyze, learn -- then adjust accordingly.Also on this list of what keeps us up at night are the con...
More About: Direct , Viewpoint , Marketers , Rect

Case Study Monday: Social Marketing to Market Niches
2008-01-07 16:52:00
We'd thought we'd present a case study today on one of the growing trends of 2008 and beyond, and that is the prediction that social media growth in 2008 will emerge from more targeted offerings that attract users based on interest. So, in addition to the massive Facebook and MySpace sites that attract millions of users, new niche social sites are popping up on a daily basis.As direct marketers, we couldn't be happier with this trend.We were pleased to see this case study about Loop'd Network, a site that features action sports and appeals to a young, adventure-seeking crowd. The site is relatively new (just launched in November) and already boasts 240,000 members. Even more important, Loop'd "has been able to lure advertising from some of the biggest brands in action sports, including Oakley, retailer PacSun and Monster Energy drink."It sounds like they're building the site the right way. For example, they're counting on user-generated content to help build momentum. "Wi...
More About: Marketing , Social , Study , Market , Case

Links we Like!
2008-01-04 17:18:00
TGIF--and you know what that means--it's time for RRW's round-up of blog posts and articles we especially enjoyed this week! Since it's still so close to the New Year, we start with two reports of 2008 trends.1st up: This article from ClickZ: Seven Top Online Marketing Trends for 2008. Some points from the article that we completely agree with: "Social media growth in 2008 will emerge from more targeted offerings that attract users based on interest." "Behavioral targeting will become more widespread and will provide improved customer experiences, offering customers more relevant information to consumers and better targeted ads to marketers."And, from Channel Web Network, here's their reporting on Data Loss Prevention Trends to Watch in 2008. Privacy and data security are important topics to direct marketers. This is an excellent resource (and kinda scary, too).I was pleased to come across Mind and Media's Inspire Action Blog, and in particular, this post, Tackling the D...
More About: Links

Direct Marketing to Students: A New Code of Conduct
2008-01-03 17:15:00
In a post in October, we discussed student marketing and the issue of the use of misleading advertising to get students to apply for student loans. In this post, we talked about the issue of trust in marketing and how New York State Attorney General Andrew Cuomo was taking marketers to task for "misleading marketing practices through direct mail, teleservices, television, radio, and online channels." Cuomo's office cited very specific examples that "included some companies who are accused of mailing commercial offers designed to look like official letters from the US Department of Education that warn students to protect their rights by calling the lender." Other inquiries went out from the attorney general's office that asked about other practices such as offering gift cards for applying for student loans and utilizing sweepstakes that encouraged students to take out loans.As a result of this, and as reported in DM News, Cuomo has created a Code of Conduct for student loan mark...
More About: Marketing , Direct Marketing , Students , Direct

Customer Preference a Hot Topic for 2008
2008-01-02 23:21:00
Happy 2008 !Now that the holidays are officially behind us and we're all raring to dive headlong into a fresh New Year, it's time to take a look at what will be important to us as we begin to implement our direct marketing strategies.One hot topic that has gained a lot of attention in the past few weeks is around customer preference. We really believe that if you communicate with your customers in the ways in which they want to be communicated, you are going to see big returns -- in sales, in ROI, and in customer satisfaction. Customer preference is more important than ever because of the multitude of channels available for us to utilize when spreading our marketing messages. On the one hand, we can increase the times that our message is viewed or heard. On the other hand, you don't want to annoy potential customers by hitting them too many times with your messages -- and particularly not with the marketing channel that they least prefer. The good news is that there are many d...
More About: Hot Topic , Topic

Friday Blog Log, and Happy New Year!
2007-12-28 04:28:00
We've come up with an interesting list of links today. Thinking of the New Year , reflecting on 2007 and wondering what 2008 will bring to us...Thought you'd all be interested in this top ten list of New Years Resolutions. Of course, all of the usual suspects appear--lose weight, get fit, etc. However, topping the list was the resolution to spend more time with friends and family. That's a good one for all of us, no?We were also intrigued by this Christmas Day post from the Diva Marketing Blog . It talks about how the movie, Miracle on 34th Street can be compared to social marketing. From the movie we all know and love: "The CEO of a major retail organization briefs the company's ad department. "No high pressuring and forcing the customer to take something he doesn't want. We'll be known as the helpful store. The friendly store. The store with a heart. The store that places public service ahead of profit. The plan sounds idiotic and impossible...consequently, we'll make m...
More About: Happy , Happy New Year , Friday

The Direction of Marketing: Some Ideas to Ponder for the New Year
2007-12-27 17:32:00
Maybe it's the holidays . . . maybe it's the specific projects that we're engaged in right now . . . but I'm sensing a real change in the direct marketing landscape. Don't get me wrong, as we discussed yesterday, we're still struggling with finding the ultimate solutions for many of the same problems of the past 10 years, too. However, I sense a change in the proverbial marketing weather.And, apparently I'm not alone in this thinking. As a matter of fact, in a recent post from James Cherkoff, Director at Collaborative Marketing in the UK, he outlines what he sees as this changing landscape. Here are Cherkoff’s thoughts: “Lots of the ideas that seemed radical a few years ago are now accepted as the norm. And many disruptive trends are now presumed to be long-term change. For instance, the idea that television must be reinvented or die is hardly worth the breath and, hey, did you know people don't like interruptive marketing? Search (aka The Database of Intentions) is now...
More About: Ideas , New Year , Year , Direction

Just How Important is Real-Time?
2007-12-26 17:25:00
I remember about 5 years ago when I worked at Experian. The hot topic when we'd get together for sales meetings and to discuss what our clients (large financial services and telecom firms) needed was real-time customer interaction. We felt that if we could develop technologies and data integration techniques to enable access to up-to-the-minute customer data, our clients would be able to now fulfill their CRM dreams.They'd be able to offer the customer the exact right product that they'd be interested in, at that specific point in time. Think of how happy the customers would be; think of the extra profits to be made.Now, 5 years later, I see that the real-time dream hasn't really made it to reality.Most firms still struggle to pull data from IT. If the data is only a week old, that's a good thing. Analysis is one-off and project-based. Rarely (except for web analytics) do senior managers have the ability to access up-to-the minute transaction and customer data.I found an art...
More About: Time , Real , Real Time

Friday Blog Log
2007-12-21 16:34:00
Welcome to another edition of our Friday Blog Log! Here are our Links of the Week for your enjoyment!1) Charles Green's Trust Matters: In this Trusted Advisors post, Charles discusses how "issues of the commons show up first in government, later in business, because government by default gets the un-economic propositions. But the issues are increasingly not unique to government." He goes on to state just how trust issues impact business. And if you read our post yesterday, you know that this is an area that we are so very passionate, that every now and again, it causes us to rant. This is a great post, and the comments are very thought-provoking as well.2) Bob Sullivan's InfoGrow: In Bob's post, he reviews The Association of National Advertisers Conference, where attendees were polled on topics around sales and marketing effectiveness. Another area in which we are passionate is using analytical intelligence in your direct marketing strategy. In this study, attendees polled thi...

Lack of Service in Direct Marketing Industry
2007-12-20 17:45:00
A forewarning--I'm grumpy today. Get ready for a rant.It's not the holiday blues; nothing bad going on in my personal life. No. Today, my beef is with my own beloved industry, Direct Marketing , and the companies that service this industry. Is it only me, or has customer service from large corporations gone down-hill?This week has been a doozy. One firm (not to mention any names, but it is a large consumer credit bureau) has decided to pull the rug out from under us, change sales reps midstream while we're in the midst of a large project. To make matters worse, they're throwing more contracts at us and we fear that they plan on increasing our price for data that we have already sold to the client (at the lower price). How is that the right way to treat a customer?Here's another example: Another vendor (a huge player in the DM industry) sees RRW as a competitive threat as opposed to a client. We're spending serious money with them on behalf of our clients. Yet, we have a...
More About: Industry , Direct Marketing , Service

Word-Of-Mouth (WOM) More Important than Ever!
2007-12-19 04:13:00
In this faltering economy, direct marketers need to make use of every possible strategy to gain the loyalty of their customers and prospects. As you know, we're big believers in utilizing social media as part of the overall marketing strategy. Part of participating in this brave, new world is extending your reach via Word -of-Mouth (WOM).In a recent article from BizReport, WOM is examined and is reported as being "seriously underestimated by many communicators and often overlooked as a valuable component to a communications strategy." These are the new findings in the annual “Media, Myths and Realities” report from Ketchum and the USC Annenberg Strategic Public Relations Center. The study reports that "less than a quarter (24 percent) of communicators have a word-of-mouth strategy in place." At first blush, this may not alarm you, however, when you consider that WOM is estimated to grow from $981 million in 2007 to $1 billion in 2008, with a continuing upward trend forecaste...

Data Collection Can Be a Customer Benefit
2007-12-18 17:37:00
We write a lot about consumer privacy and how it's so very important that companies treat customer information like gold--that they guard it as carefully as they would any other important asset.But, as a direct marketer, and one who strongly believes in the power of data and analytics, my mind tends to veer in the direction of: What can I do with this data, now that I have it? What can I up-sell my customers? How can I find more people that look exactly like my most profitable customers? If you REALLY want to be successful, however, you need to flip the coin and start to think about what the data can do for your customer, NOT what it can do for you. (Oh boy, I'm channeling JFK--scary!)This article from Destination CRM, brings my point home. It talks about how Amazon now lets consumers edit their purchase history (taking out gifts, for example) to fine-tune their recommendation process. Consumers willingly do this because they have become dependent on Amazon's recs. This po...
More About: Data , Customer , Benefit

Case Study Monday: Responsys and Intrawest
2007-12-17 20:15:00
As many of you know, the National Center for Database Marketing Conference (NCDM) was held last week in Las Vegas! For our Case Study Monday , we wanted to highlight the winners of the 2007 NCDM Database Excellence Award in MultiChannel Marketing. This year it went to Responsys and Intrawest for delivering a "winning customer experience through e-mail, direct mail and call center." That's what we call a slam dunk!Here's their success story as outlined in Marketwire:Responsys, a leading global provider of on-demand email and marketing automation solutions, and Intrawest, the world leader in experiential destination resorts, announced today they have won the prestigious National Center for Database Marketing (NCDM) Database Excellence Award for outstanding achievement in the Multichannel Marketing category. The winning "Destination Countdown Campaign" was selected for a Silver Award from hundreds of highly qualified direct marketing initiatives based on originality, customer cent...