How reply failure turns hard-won paid-for demand into a stranded asset Customer acquisition cost inflation is usually explained as a media problem. Ad prices are up, search is more competitive, social channels are...
Category - CRM
New developments in Customer Relationship Management as it relates to all services and businesses and those responsible for and involved in the handling of responses to unsolicited enquiries
Peter Friedman
When AI Writes the Email, Who Is Really Replying?
What “Email in the Era of LLMs†reveals about the future of organisational responsiveness The most important change in email may not be that AI can write it faster. It may be that AI is beginning to decide what a...
What’s up with all this sudden obsession with the word ‘Intent’ in the CX world?
Intent Versus Buyer Readiness When an inbound buyer reaches out via an unsolicited email inquiry, the contrast between traditional readiness and modern intent becomes stark. Historically, an inbound email inquiry was...
Why Users Despise Your Contact Form
If you want to understand why users despise contact forms, you have to look at them through the lens of effort and control. From an organizational standpoint, the contact form is a defence mechanism. It exists to...
Unsolicited email enquiries? Your CRM hates them!
The Core Diagnosis: The Outbound Bias of Modern CRMs The prompt perfectly identifies the structural blind spot: CRMs were fundamentally architected from an outbound-first, campaign-centric mindset. To a CRM, structured...
CompetitivenessComplianceCRMCXEmailImpact of AIInsightsReachabilityRegulationRepliesReputational harm
What on Earth Is This Universal Commerce Thing? Why haven’t I even heard of it?
Universal Commerce Protocol: The Background and the Bigger Implication Why This |Matters Now Digital commerce is changing because customers are no longer always navigating websites themselves. Increasingly, AI...
