If you couldn't be there, perhaps the next best thing is here!

B2B Knowledge and Networking Evening: Meet the socially skilled business marketer
[24 Apr 2012] On 19 April a packed house at IBM Forum London heard how IBM became a socially enabled business, how Juniper Networks has empowered employees to leverage social media’s full potential and, via OgilvyAction’s Global Head of Digital, learned how brands are reappraising their role in their customers’ lives. Watch the highlights and hear what the audience said.

Digital Knowledge and Networking Evening: Smarter Social Media
[24 Feb 2012] Hosted by Google at their brand new London offices, this “Smarter Social Media” Knowledge and Networking Evening featured senior practitioners from BT, IBM, Nokia, Google and Juniper.

Knowledge and Networking Evening: Whose Data is it Anyway?
[27 Jan 2012] On 24 January 2012, senior client marketers from the IDM Data Council presented up-to-the-minute case studies of the organisations for whom the collection, understanding and ultimate use of customer information is central to their unquestionable success.

Mobile and app marketing. What’s working for leading UK brands?
[01 Dec 2011] On 23 November 2011, IDM members and guests were given detailed insight into what’s behind the latest mobile and app marketing programmes from leading brands Links of London, Nike, Heineken and Dorling Kindersley.

The 4th Annual IDM/DMA West Digital Marketing Conference
[28 Oct 2011] The 2011 programme for this popular annual event delivered real-life case studies, stats, charts and forecasts on topics such as digital data, gamification, social CRM and the appliance of neuroscience.

What's on the minds of today's CMOs?
[27 Oct 2011] IBM’s UKI Brand Manager and IDM B2B Council member, Pete Jakob gave IDM members and guests first, and exclusive, sight of findings from the 2011 IBM Global CMO Study that reveals how the UK view often differs from the global.

The 8th Annual IDM B2B Marketing Conference 2011: Influencing the decision-makers: Behavioural economics to understand the B2B customer
[01 Jun 2011] Nick Southgate, IPA Behavioural Economics Consultant informs and inspires with endless examples proving that today's B2B buyer isn't the rational, detached decision-maker he or she would have us believe...

2+2=5: the role of Social and CRM
[01 Apr 2011] Nick Broomfield and Julian Measey explored the role of Social and CRM as part of an integrated customer engagement strategy.

Waitrose eCRM and sCRM: lessons learned so far
[01 Apr 2011] Lazar Dzamic shared with us: the role of eCRM in Waitrose’s strategy; how the shape of Waitrose’s initial eCRM strategy was influenced by the realities of the data infrastructure; how those initial learnings enabled Waitrose to become more sophisticated in later phases; what the key learnings are so far: strategy, creative, resources, technology, ROI, and the introduction of the social ‘layer’ – the 3rd strategic phase: considerations, ideas, results...

An Audience with Rory Sutherland
[18 Feb 2011] One of marketing’s most original thinkers and influential speakers, Rory brought an inimitable, passionate, ebullient style which captivated, enlightened and inspired his audience. On 16 February his subject was “the priceless knowledge which all direct marketers are privy to, but which they have long neglected”, where he revealed the one single thing that good marketing has to do.

Integrating online and off-line data: Charles Ping, Communisis
[24 Nov 2010] Drawing on his experience as a seasoned practitioner, Charles used case studies to demonstrate and explore three themes:
- The days of "clicks" and "bricks" being separate concepts are long gone, but many companies still struggle with disparate data structures
- The real challenges facing companies chasing the single customer view
- How online data can inform offline communications.

Multi-Channel Marketing - 5 Strategies for Success: Lawrence Mitchell, RBI
[15 Oct 2010] As Marketing Director of RBI, Lawrence used case studies and examples to discuss the importance of multi channel marketing to B2B marketers, including the types of Metrics that can be used to optimise acquisition, conversion and retention programmes.

Using Twitter for B2B Marketing - How to Get Results: David Chalmers, Cisco
[15 Oct 2010] David shared a case study on how Cisco is using Twitter today across Europe, including what metrics they are using to track the impact of this new social media channel, and some simple, concrete examples of how they have used this to support campaigns to deliver tangible results for Marketing.

Volunteered Personal Information - Alan Mitchell and William Heath
[05 Mar 2010] Expert database marketer and writer, Alan Mitchell explains why it’s vital that today’s marketers understand the opportunities presented by VPI.

Online engagement: has your brand got the X-Factor? Andrew Piller, Commercial Director of FMX, Fremantle Media
[04 Mar 2010] Andrew's presentation reviewed how FMX responds to the challenges that brands are facing in the area of consumer engagement.

Identifying and Leveraging your Business-to-Business Influencers in a Web 2.0 World
[18 Jan 2010] In this presentation, Duncan Brown, Managing Director of Influencer50 Ltd and Lisa Hutt EMEA Programs Director at salesforce.com examine how leading marketers have adapted to a new and rapidly changing landscape by reaching out to newfound Influencers, increasing their reach, credibility and sales potential.

Digital Thinking: the New Digital Marketing - Ideas That Can Be Advertised, Not Advertising Ideas
[27 Jul 2009] Nick Emmel shows how to adapt marketing strategies to be relevant in the digital world, using examples from Vodafone.

Digital Thinking: the New Digital Marketing - Mobile Marketing
[23 Jul 2009] Eric Mugnier from Inside Mobile looks at Mobile Marketing and the use of new technologies.

Proving the Power of Data: Outsmarting the Credit Crunch
[29 Jun 2009] Di Roach of dunnhumby reveals how retail data and new analytics lead to informed action.

Proving the Power of Data: Experiencing Schweppes
[29 Jun 2009] Fiona Blades of MESH planning and Linda Neville, Strategic Planner, Coca-Cola share Schweppes' success in measuring real-time brand contacts and the emotions surrounding them. Read more about experience data:

Emerging digital trends: Katie Smith, Head of Digital Media, Macmillan Cancer Support
[20 Apr 2009] Katie Smith's presentation on Macmillan's aim to reach and help over two million sufferers of cancer.

The Annual IDM Lunch 2009: Video highlights
[20 Apr 2009] In his new book, Grown Up Digital, Don Tapscott describes how differently the new net generation grew up, how differently it thinks and behaves – and how it has now arrived as the bright new talent in our businesses. In his presentation at the prestigious Annual IDM Lunch Don unveiled how the wikinomic generation will influence the nature of business, the marketplace and society as a whole.

The Annual IDM Lunch 2009: Grown-up Digital, the Net Generation, Talent and Marketing, Don Tapscott, Chairman, nGenera Insight
[07 Apr 2009] In his new book, Grown Up Digital, Don Tapscott describes how differently the new net generation grew up, how differently it thinks and behaves – and how it has now arrived as the bright new talent in our businesses. In his presentation at the prestigious Annual IDM Lunch Don unveiled how the wikinomic generation will influence the nature of business, the marketplace and society as a whole.

The 3rd Annual IDM Data Summit; How a new data stream, experience data, provides clients with a competitive advantage, Fiona Blades, Chief Experience Officer, MESH Planning
[23 Mar 2009] How a multi-award winning methodology measures marketing impact and effectiveness, using the real-time emotional reactions of its target audience at each customer touchpoint.

The 3rd Annual IDM Data Summit; The hidden dimension: emotion, Martin Oxley, MD, Buzzback
[23 Mar 2009] How creative use of the internet can build a better customer picture through its ability to connect and engage.

Courting and Keeping Customers; Loyalty 2.0: Linking Loyalty to the Customer, Natalie Kouzeleas, Senior Director Marketing & Loyalty Solutions EMEA, Oracle Corporation.
[05 Feb 2009] Natalie's white paper looks at the concept of ‘Loyalty 2.0,’ providing insight into where loyalty programmes are headed and the growing importance of technology in underpinning a successful loyalty programme.

Courting and Keeping Customers; Winning and Retaining Customers, Nick Mercer, Commercial Director, Eurostar.
[05 Feb 2009] Nick reveals how Eurostar has grown its turnover by 80% in the last five years by taking an innovative approach to courting and keeping customers, including how business had to adapt rapidly to the events following the channel tunnel fire.

The 2nd IDM/DMA West Digital Marketing Conference: DIGITAL: The right media at the right time. Bringing it all together: a Visit Wales Case Study; John Munro Cert Dig IDM, M IDM, Digital Marketing Manager, Visit Wales
[27 Jan 2009] Appreciate how Visit Wales first built user generated content and Web 2.0 principles into their campaigns and, in a current campaign, are integrating on and offline channels through brand and direct marketing. See some of the practical lessons learnt and how these might apply to your business.

The 2nd IDM/DMA West Digital Marketing Conference: DIGITAL: The right media at the right time. Keynote: The digital marketing landscape 2009; James Matthewson M IDM, Director, My Digital JAM Limited
[27 Jan 2009] This event was supported and developed by the Councils of the IDM and DMA in the West. In his keynote session James explained how marketing has changed forever and outlined nine key considerations for marketers.

The 2nd IDM/DMA West Digital Marketing Conference: DIGITAL: The right media at the right time. Making playtime work: a National Lottery Case Study; James Long M IDM, Planning Director, Flourish
[27 Jan 2009] Discover the award-winning planning and insight that led Camelot to deploy email, viral, microsites and direct mail to encourage existing and lapsed players to play again.

The 2nd IDM/DMA West Digital Marketing Conference: DIGITAL: The right media at the right time. Specialist briefing: Getting up close and personal: pushing the boundaries of SMS; Nick Fuller F IDM, jaywing
[27 Jan 2009] Nick discussed how marketers are getting to grips with the newest and most personal of direct channels, including examples of the primary types of campaigns, legal implications and the full range of possibilities around mobile devices.

The 2nd IDM/DMA West Digital Marketing Conference: DIGITAL: The right media at the right time. Specialist briefing: Maximising revenue and opportunities from email in an economic downturn; Steve Kemish M IDM, Client Services Director, Adestra
[27 Jan 2009] In his session Steve discussed retaining and delighting customers to earn greater Life Time Value, and using email to turn customers into advocates and ambassadors.

The 2nd IDM/DMA West Digital Marketing Conference: DIGITAL: The right media at the right time. Specialist briefing: More traffic, better traffic, mastering SEO and PPC; Mike Rogers M IDM, Managing Director, Optimize
[27 Jan 2009] Learn top tips and techniques from how big, grand companies have increased the quantity and quality of visitors to their websites via Search Engine Optimisation (SEO) and Pay per Click (PPC).

The 2nd IDM/DMA West Digital Marketing Conference: DIGITAL: The right media at the right time. Workshop: online advertising that stands out; Oli Christie M IDM, Creative Director, Inbox Digital
[27 Jan 2009] Online advertising is a hard nut to crack! This session used a genuine Panasonic brief to come up with ideas for an online advertising campaign.

Business-to-Business (B2B) in the Spotlight; Simon Devonshire, Head of SME Business Marketing, O2 UK
[07 Oct 2008] An IDM members’ event dedicated purely to B2B marketing. Expert speakers and an audience of like-minded marketers came together to discuss best practice and business opportunities. Simon explored why B2B marketing is often perceived to be boring.

The Annual IDM Business-to-Business Marketing Conference 2008; Hoover's One Year On, Chris Warwick, Vice President of Product, Hoover's
[09 Apr 2008] Chris bought us up-to-speed with the latest developments in Hoover's SEO techniques and customer contact strategies, which now incorporate social networking and user generated content.

The Annual IDM Business-to-Business Marketing Conference; Thinking Differently! Rob Watt, Media Director, Avenue A | Razorfish
[09 Apr 2008] The new generation of customers are Web 2.0 savvy. Rob explained why every business will need to change the way they communicate with their employees and their customers – and, of course, how to get started.

Online advertising 2008: the essential briefing; Guy Phillipson, Chief Executive, IAB UK
[06 Mar 2008] In an uncertain economy, with headline news of advertising cuts and an evidence of a shift to marketing budgets online, it pays to understand the online space and how to leverage it. Guy’s insightful presentation was coloured with fact and award-winning client examples including Volkswagen Golf GTI. Danny Meadows-Klue chaired the evening and considered what the future holds for digital marketing.

The Annual IDM Data Council Summit 2008; Segmenting Consumers, Richard Webber Hon F IDM, Managing Director, Originsinfo Ltd
[26 Feb 2008] Richard’s views and writings on this subject of geodemographics have been widely published. In his session he reviewed why origin must be viewed as an important consideration in market segmentation and communication activities. He looked at why attributing people into segments on the basis of their name is, for most organisations, a more practical basis than relying on self completion questionnaires.

The Annual IDM Data Council Summit 2008; Thinking Ahead, Richard Worsley, Director, Tomorrow Project
[26 Feb 2008] Richard is one of the two co-Directors of the Tomorrow Project – a registered charity undertaking an independent programme of research, consultation and communication about people’s lives in Britain in the next twenty years. His session revealed factors about work and the workplace; hanging consumer behaviour and expectations; careers, guidance and life cycles; and global context.

The UK's Toughest Marketing Challenge; Mark Bainbridge, Marketing & Communications Network Director for the British Army
[31 Jan 2008] The British Army is tasked by government to enlist 23,000 new soldiers a year, making it Britain’s largest recruiter in the face of a host of negative public perceptions. Mark, along with two key specialists from Publicis, revealed how the British Army continues to deploy the very latest in digital techniques that exploit the full potential of the media and applications at its disposal.

View from the top: new advertising opportunities for direct and digital marketers; Hamish Pringle, Director General, IPA
[18 Oct 2007] Hamish examined the latest Bellwether findings and assessed what they meant for the future of our profession. His presentation covered how to forecast the digital future - drawing upon the IPA-commissioned 10-year forecast from The Future Foundation - and What future marketing will look like, examining the need for integration, new roles for agencies and client “discomfort zones”.

Inaugural IDM/DMA West Digital Conference: Best Practice Email Marketing Workshop: David Hughes M IDM, Strategic Consultant and IDM Diploma in Digital Marketing course tutor, Non-Line Marketing
[10 Sep 2007] David's presentation explored statistics, research and best practice email marketing. A subject he is all too familiar with, given his role as a practitioner and principle course tutor of the IDM Diploma in Digital Marketing.

Inaugural IDM/DMA West Digital Conference: Digital in Action; Matthew Stammers M IDM, Marketing & PR Director, CORGI
[10 Sep 2007] In this highly topical case study session, Matthew demonstrates how CORGI Direct developed an affordable and effective digital marketing strategy aimed at trades people operating in the field. Matthew will outline the challenges encountered and share the valuable lessons - from business case to skill and resource management - that he and his team learnt along the way.

Inaugural IDM/DMA West Digital Conference: Digital trends and opportunities: David Hughes M IDM, Strategic Consultant and IDM Diploma in Digital Marketing course tutor, Non-Line Marketing
[10 Sep 2007] A fast-moving digital analysis packed with examples of digital communication with customers. The impact of Web 2.0 on customers, podcasts, blogs, social networking sites, in-game advertising - no online opportunity is left unturned.

Inaugural IDM/DMA West Digital Conference: Exploiting B2B Online: Steve Kemish, Digital Marketing Consultant, Cyance
[10 Sep 2007] Steve revealed the lessons learnt from growing Research Machines plc into a £20M online business in a tough UK market. An expert facilitator and workshop leader, he discussed exploiting the web to build business.

Inaugural IDM/DMA West Digital Conference: Marketing in a Web 2.0 World; Alex Marks, UK Marketing Manager, Microsoft
[10 Sep 2007] This presentation demonstrated the advancement of technology, how this affects the media channels and consumption, and how marketers can adapt to engage with them more effectively.

Inaugural IDM/DMA West Digital Conference: The Digital Future - What it could mean? Jonathan Mitchener, BT
[10 Sep 2007] The future landscape for business is going to be a very different one. There are a number of potential changes, so-called disruptive technologies, which coupled with a changing world may impact significantly on the way companies do business, including marketing. This presentation will give an insight into some of these potential disruptions and offer you the chance to reflect on how such developments might affect your world. One area to be covered, is the future of electronic gadgets which will revolutionise the potential for people (consumers and business) to access online digital services in a future converged technology world. In summary, a glimpse of the future today!

Web 2.0 - What does it mean for you, your business and your customers?
[14 Jun 2007] Find out what Web 2.0 really is and why you should be interested, which tools you should be looking at and what the real costs are, plus how to convince others of the business case for Web 2.0.

BPA — Winners in Action
[21 Mar 2007] What does it take to win the IDM Business Performance Diamond Award? Find out, first hand, from the 2006 winner: AA Insurance and their agency, Rapier Ltd.

The IDM Annual Lunch 2007: The challenges facing today's business leaders
[09 Mar 2007] At the 2007 IDM Annual Lunch Sir Martin Sorrell predicted that over the next 5-10 years, WPP's business activities will continue significantly to move outside of traditional advertising into the direct, interactive and internet space. Members can listen to his address, free.

Interactive Mobile Marketing Workshop: An introduction to mobile marketing, Nick Fuller, owner, Nick Fuller Digital DM and Anna Montes, Solicitor, Osborne Clarke
[20 Feb 2007] The demographics of mobile marketing; How to put a campaign together; How to comply with legal requirements; How to make money from mobile marketing.

Interactive Mobile Marketing Workshop: Case Studies, Paul Berney, Managing Director, Response Mobile, Robert Thurner, Commercial Director, Incentivated & Alex Meisl, Chief Executive, Sponge
[20 Feb 2007] A look beyond the technology and the mechanics of mobile; Real life campaigns and how the client’s objectives were met; Mobile marketing put into context and what is actually happening in this fast developing medium

Interactive Mobile Marketing Workshop: How much will it cost? Paul Berney, Managing Director, Response Mobile and Robert Thurner, Commercial Director, Incentivated
[20 Feb 2007] Details of where costs mount up and budgetary requirements; How costs vary by campaign and how to ensure maximum cost-effectiveness; Examples of cost-variations from simple response handling to advanced mobile internet applications.

IDM Members' Convention 2006: DM 2.0: Threat or Opportunity — Richard Madden M IDM
[16 Nov 2006] A challenging, provocative, and intelligent analysis of the sacred cows and myths of direct, data and digital marketing.

IDM Members' Convention 2006: Legal Landscape: a Level Playing Field for UK Marketers? — Stephen Groom M IDM
[16 Nov 2006] In a 3 part presentation Stephen shared the findings of a new survey of European enforcement of marketing law. Briefs on the EU’s Unfair Commercial Practices Directive (due 2007), before highlighting key strategic issues and the impact on self-regulation and marketing practice.

Finally, Privacy laws … Why is it still worth complying when your competitors seem to be getting away with murder?

IDM Members' Convention 2006: Marketing the Buzz — Philip Wilkinson M IDM
[16 Nov 2006] Philip reviewed what’s changed in the online space since 1998, particularly when marketing a new business.

IDM Members' Convention 2006: The Journey to Marketing Optimisation — Mark Perrett M IDM
[16 Nov 2006] Mark delivered an in-depth case study that considers the key components of Marketing Optimisation and demonstrated through experience some of the results that can be obtained through pursuing relatively simplistic optimisation strategies.

IDM Members' Convention 2006: Twenty Twenty Vision — Peter Simpson M IDM
[16 Nov 2006] The data, digital and direct profession has made huge advances over the last 20 years, but Peter expounds that DM is still a junior partner in marketing, and our primary output still referred to as junk. He predicts the next 2O years will see more radical change driven by, primarily, consumerism but also multi-channel, electronic, legislation and data protection developments. Peter shares his 2O predictions for the next 5 years on how the industry, and profession, will reshape.

TV for Direct Marketers: Where Next? — Chris Gardner, Marketing Director, Which?
[20 Oct 2006] Following success at Oxfam and Cancer Research UK, Chris Gardner told the story of how Which? moved from solely using direct mail/prize draw into a multi-media strategy incorporating both DR and BR TV.

TV for Direct Marketers: Where Next? — Joanna Reynolds Hon F IDM, Managing Directors, Reynolds Busby Lee
[20 Oct 2006] Joanna was formerly head of marketing at Reader’s Digest, IMP Publishers and MD at Time-Life. TV was one of the biggest media she used – but not just in the UK but Europe too. Joanna gave a unique perspective into European practice and what we can learn.

TV for Direct Marketers: Where Next? — Maria Phillips, Creative Partner, Watson Phillips Norman
[20 Oct 2006] Maria has been responsible for creating over 60 different commercials, covering fundraising, financial and more. She is one the most sought-after speakers on TV creativity. Maria talked about what happens when everyone is using the creative techniques that work - and what’s coming next.

TV for Direct Marketers: Where Next? — Matt White, Channel 4
[20 Oct 2006] What’s do the TV companies feel about DRTV? What are they planning in the future that’s going to help – or hinder? This presentation provided a unique perspective from the media owner’s point of view.

TV for Direct Marketers: Where Next? — Mike Colling F IDM, Managing Director, Mike Colling and Co.
[20 Oct 2006] Mike discussed the merits of the three main TV options for direct marketers: short form DRTV, long form DRTV (infomercials) and BRTV. What can each option add to a marketing mix? He shared the latest learning in response trends, and looked at what mobile and web have added to response results. And finally Mike spoke about the potential future for TV for direct marketers. What are the implications of a converging world, when you will know who has seen your commercial, exactly when, and where they were at the time?

TV for Direct Marketers: Where Next? — Tina Taylor, Channel 4
[20 Oct 2006] What’s do the TV companies feel about DRTV? What are they planning in the future that’s going to help – or hinder? This presentation provided a unique perspective from the media owner’s point of view.

TV for Direct Marketers: Where Next? — Tod Norman F IDM, Brand Partner, Watson Phillips Norman
[20 Oct 2006] What does hard-hitting DRTV do for your brand? Does it damage or help it? And if you have a powerful brand, does that help your response? For the first time in the UK, completely original ‘qualitative’ research findings were presented by Tod Norman.

Getting under the customer’s skin - Martin Chillcott M IDM
[21 Sep 2006] Martin Chillcott M IDM of Hotchilli delivered a 'no-holds barred' view of how real-world CRM programmes should be run to deliver genuine customer insight. Using examples from well known brands in Financial services, Travel and UK Leisure sectors and a major Loyalty scheme, Martin gave the benefit of his experience in data analysis, customer research and even some stuff from the real world.

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Getting under the customer’s skin - Steve Messenger F IDM
[21 Sep 2006] Steve Messenger F IDM, Senior Director for Forecasting, Modelling and Consultanc at Ipsos MORI challenged the DM industry on its failure to use attitudinal data to improve targeting. He is cynical about the extent to which attitudinal data is actually being used and understood and keen to talk about the added insight it can bring if employed effectively.

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IDM North Conference: How to Win Customers and Influence Profits - Marketing for Value in the Travel Sector
[19 Sep 2006] Patrick Allen, Head of Marketing, United Cooperatives

As Head of marketing for the largest independent retail co-operative in the UK Patrick Allen is less concerned with customer acquisition than he is with are the acquisitions adding value to the business? Using examples from his Cruise specialist business unit he demonstrated how he has married econometric modelling with content software to develop a marketing for value programme that is adding millions to his bottom line.

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IDM North Conference: How to Win Customers and Influence Profits - People are better than banks
[19 Sep 2006] Simon Devonshire, Sales and Marketing Director, Zopa

Launched in March 2005, Zopa was founded by Richard Duvall, James Alexander and David Nicholson. All were previously involved with Egg, with Richard Duvall the creator of the online bank for Prudential. Now, www.zopa.com, at just over a year old, has 63,000 people registered. The site has been dubbed "the people's bank" and lets individuals lend and borrow from one another. With customer acquisition rigorously controlled and a refreshingly different approach to communications, Simon shared the secrets of Zopa’s success and insights drawn from his extensive marketing experience.

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IDM North Conference: How to Win Customers and Influence Profits - The impact of digital print and personalisation on customers - Focussing on the individual (Workshop)
[19 Sep 2006] Phil Taylor, St Ives Direct

This workshop session hosted by St Ives Direct gave an overview of what has been done, what is being done, and what could be done in the world of variable content printing.

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IDM North Conference: How to Win Customers and Influence Profits - The online gold rush
[19 Sep 2006] Davin MacAnaney, Commercial Manager, PaddyPowerPoker

Eight of this year’s new Sunday Times Rich List entries come from the online casino sector. Davin’s not amongst them - yet. However, with over six year’s experience marketing in the online space, few are better equipped to describe some of the innovative acquisition techniques and the importance of analytics in this dynamic marketplace.

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IDM North Conference: How to Win Customers and Influence Profits – Best Practice Email Marketing (Workshop)
[19 Sep 2006] Anthony Green, Sales and Marketing Director, Concep

This workshop showed how to harness innovative e-mail techniques to create incremental sales and build better online relationships, with Anthony Green from global email marketing specialists Concep. Covering both B2B and B2C campaigns, Anthony illustrated email best practice with case studies from leading UK and international businesses.

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IDM North Conference: How to Win Customers and Influence Profits – Real-time research and testing (Workshop
[19 Sep 2006] Bill Burey, Managing Director, CCB Limited

This workshop showed how the new ‘real-time’ world could change the way we do business, and how to win new customers and influence profits.

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Successful International CRM – General Motors Case Study
[23 Jun 2006] On 22 June 2006, Rob Malyn, Direct Marketing Manager of General Motors Europe reviewed how General Motors developed a winning national CRM campaign into today’s successful European-wide programme.

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Successful International CRM – Toyota Case Study
[23 Jun 2006] On 22 June 2006, Graham Hill an advisor to CRMGuru.com and a principle with Sophron Partners Limited explained why you can’t create a great customer experience without first relating to your customers – and in particular how this key belief was used to expand the Toyota’s successful strategy throughout Europe.

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Love in the Contact Zone: Relevant Skills and Data are Key (Jon Epstein)
[01 Jun 2006] As use of the web accelerates, any human contact is more memorable – getting it right or wrong will increasingly determine loyalty and profit. On 23 June Jon Epstein and Simon Roncoroni explored how businesses must change their approach to contact staff and use of customer data to succeed in the ‘live’ market place of tomorrow.

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Love in the Contact Zone: Relevant Skills and Data are Key (Simon Roncoroni)
[01 Jun 2006] As use of the web accelerates, any human contact is more memorable – getting it right or wrong will increasingly determine loyalty and profit. On 23 June Jon Epstein and Simon Roncoroni explored how businesses must change their approach to contact staff and use of customer data to succeed in the ‘live’ market place of tomorrow.

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Loyalty Schemes – The Good, The Bad and The Ugly
[26 Apr 2006] What's the truth behind loyalty schemes? Are they really worth the investment? On 25 April 2006, sector expert Wanda Goldwag joined IDM Members and guests to take an in-depth, no-holds-barred look at which of today's high profile loyalty schemes are effective and which, frankly, are not. She examined why companies use loyalty schemes, why customers sign up and revealed her fascinating predictions as to what the future holds for loyalty.

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Charities: The appeal of digital (Reading Room)
[10 Apr 2006] Neil Davis from the Reading Room and Stephen Belgrave from the CrimeStoppers Trust joined Members and their guests at this evening event on 6 April. The event addressed the interactive aspects of awareness-building and fundraising projects as well as the most cost effective ways to both enhance communication while reducing overheads.

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Charities: The appeal of digital (The CrimeStoppers Trust)
[10 Apr 2006] Neil Davis from the Reading Room and Stephen Belgrave from the CrimeStoppers Trust joined Members and their guests at this evening event on 6 April. The event addressed the interactive aspects of awareness-building and fundraising projects as well as the most cost effective ways to both enhance communication while reducing overheads.

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Emerging Growth Markets - China (event presentation)
[03 Apr 2006] Jan Wemmel, International Business Development Manager at AZ| Direct Gmbh (www.az-direct.com), addressed IDM Members and their guests at this evening event on the 30 March. Using case studies such as L’Oreal’s loyalty program he explained how he tackled this difficult market and the pivotal role data plays in Chinese Direct Marketing.

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Brilliant in Manchester (IDM North): Breathing Life into ‘Boring’ Subjects
[20 Mar 2006] Chris Barraclough M IDM, Creative Partner, Barraclough Edwards Chamberlain

On 14 March 2006 four of the most outstanding, most envied, creative talents revealed what makes creative work great. Chris Barraclough, revealed how you make ‘dry and dusty’ products sexy and appealing. From mortgages and factoring to fleet management and even accountancy, Chris showed how you can bring even the dullest product can be brought to life.

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Brilliant in Manchester (IDM North): Ideas that make the world less ordinary (Part 1)
[20 Mar 2006] Alistair Sim, Founder, Love Creative

On 14 March 2006 four of the most outstanding, most envied, creative talents revealed what makes creative work great. Alistair Sim’s session looked at the very heart of the creative process and demonstrated with powerful case studies how to find those elusive creative ideas that can be executed across all channels.

Brilliant in Manchester (IDM North): Ideas that make the world less ordinary (Part 2)
[20 Mar 2006] Alistair Sim, Founder, Love Creative

On 14 March 2006 four of the most outstanding, most envied, creative talents revealed what makes creative work great. Alistair Sim’s session looked at the very heart of the creative process and demonstrated with powerful case studies how to find those elusive creative ideas that can be executed across all channels.

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Brilliant in Manchester (IDM North): Six Simple Questions
[20 Mar 2006] Steve Harrison, Founder and Creative Director, Harrison Troughton Wunderman

On 14 March 2006 four of the most outstanding, most envied, creative talents revealed what makes creative work great. Steve covered six simple questions you have to ask before the creative work can begin, he underpinned the success of this approach with award-winning work from the likes of Xerox, Microsoft, the AA and The National Phobics Society.

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Brilliant in Manchester (IDM North): The Power of Tone of Voice
[20 Mar 2006] Simon Sinclair, Head of Chaos, Pravda

On 14 March 2006 four of the most outstanding, most envied, creative talents revealed what makes creative work great. Simon Sinclair tackled the challenging subject of achieving the right tone of voice for the target audience, richly illustrating his advice with case studies from above and below the line.

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The &more Story Part 2: Using Customer Analytics to Drive Strategy
[06 Feb 2006] In an open and expert discussion, Martin Squires, Head of Customer Intelligence and Analytics Unit at Marks & Spencer Money revealed how they migrated customers from the standard &more credit card to chip and pin. In doing so, they not only seized the opportunity to deepen and widen customer relationships, but to convert &more’s “secondary card” status to front of wallet.

Commencing with a brief overview of the corporate and brand objectives, his session focused on the real use of customer analytics, multi-dimensional segmentation and profiling models to drive complex campaigns.

Driving a Consistent Customer Experience
[04 Dec 2005] In an in-depth presentation Neil Bigley, Senior Controller, iCRM Marketing at Nationwide explained, using real examples, how Nationwide used the latest marketing technologies to deliver a customer-centric experience. And how the strategy has delivered results.

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Essential Search Marketing
[30 Nov 2005] What information should we be collecting on our customers? What are the best methods for collecting it? Is everything measurable? How should we measure it? How can we improve our online customers' experience and increase profits? RedEye's Jonathan Kay used blue chip case studies to answer these questions, demonstrating how companies have significantly improved their online business.

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BPA - Winners in Action (General Motors)
[04 Nov 2005] Download this case study to find out how General Motors developed a winning national CRM campaign into a successful European-wide programme.

In the motor industry the process from the launch of a new model to customer purchase can take two years. Through its multi-channel programme, General Motors undertook to manage the customer lifecycle over that entire period and beyond.

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BPA - Winners in Action (Hyundai)
[04 Nov 2005]

Download this case study to find out about Hyundai and their Customer Retention Programme.

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Marketing's Most Wanted: Women
[04 Nov 2005] Women are the most powerful buying influence in business and consumer markets today; but do we really know how to market to them? This event covered the latest trends and insights in marketing to women.

Emma Laney discussed examples of communications by McCann Erickson which reflect the new era of the “Sex and the City” woman. They reflect a truer picture of women who have more confidence to celebrate in their femininity, now that the boundaries between genders have been eroded.

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IDM Guru series: Don Peppers
[07 Oct 2005] Maximise Your Return on Customer, 4th October 2005.

IDM North One Day Conference: Direct Insights (Cheetham Bell JWT)
[05 Oct 2005] Inside Out – Insights on organisations who really personify their brands

It’s ok to have great marketing campaigns, but how do you get your staff, suppliers and commercial partners to enhance your brand? Unless the whole organisation understands what the marketing department is trying to do your reputation can wither and die. This presentation will give practical examples of how to get your team on board and bring your brand to life.

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IDM North One Day Conference: Direct Insights (M&S Money)
[05 Oct 2005] The Launch of &more Chip and Pin
Nick Bowyer, Marketing Director, M&S Money

In this presentation Nick explains the campaign employed by M&S Money to to launch the new &more chip and pin credit card.

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IDM North One Day Conference: Direct Insights (MOC Evolution)
[05 Oct 2005] Unlocking the Hidden Value of Your Data

Find out how you can fill the gaps in your database to mine rich new veins of information for profit, from this extraordinary presentation made by data expert Dr Atai Winkler.

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IDM North One Day Conference: Direct Insights (Red C)
[05 Oct 2005] Keynote Address: Seeing is believing! How eye tracking delivers new creative insight
Adrian Rowe, Red C

In this presentation Adrian explains how the latest developments in eye tracking help us understand our customers and how to improve the impact of your messages.

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IDM North One Day Conference: Direct Insights (Royal Mail)
[05 Oct 2005] How to achieve 25 minutes of solid exposure to your brand!
Rob Brogan, Consultant, Royal Mail

Back by popular demand after his brilliant session in 2004, Rob took us through the latest research from Royal Mail, which shows how customer magazines can engage readers with your brand, drive sales and improve ROI. Including vital statistics and video footage, this presentation provided perfect ammunition if you are already involved in producing customer newsletters or wish to develop one.

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Award-winning websites
[10 Jun 2005] What makes a website work? With the Internet now more crowded than ever, what does it take to stand head and shoulders above the rest? And even when you have succeeded in being seen and heard, is that enough? What can you do to make sure you elicit the response you want?

On 12 May Margaret Manning, CEO of digital communications agency, Reading Room (NMA awarded earlier this year) took us through some award winning web sites, examining why they won, what it is that makes them effective and what lessons can be learned.

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The death of the cold call
[01 Jun 2005] With consumers ever more resistant to unsolicited calls and rogue operators causing increasingly tighter and tougher legislation, the telemarketing industry could be seriously under threat. In a regional event “The Death of the Cold Call?” held in Bristol on 24 May 2005, these issues were discussed in three sessions.


Session One: This pdf summarises the comprehensive briefing by the Telephone Preference Service.

The death of the cold call?
[01 Jun 2005] With consumers ever more resistant to unsolicited calls and rogue operators causing increasingly tighter and tougher legislation, the telemarketing industry could be seriously under threat. In a regional event “The Death of the Cold Call?” held in Bristol on 24 May 2005, these issues were discussed in three sessions.


Session Two: This pdf summarises the Keynote presentation and includes: current regulations on outbound telemarketing; the impact of unscrupulous telemarketing activity on consumer attitudes; the implications of tightening legislation for marketers and practical steps to minimise the negative impact on business.

Drawing the line - between on & offline
[04 May 2005] The on and offline relationship is rapidly starting to look like the above-the-line and below-the-line advertising question of the 80’s and 90’s: How much should we spend on each? How do they interact and how do I get the balance right? Nick Backhouse and Mark Crawford addressed these issues in a recent Members' evening.

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Can one to one marketing really work in the FMCG arena? - Discovery Foods Presentation
[27 Apr 2005] To explore the challenges of implementing one-to-one programmes in FMCG, targeted marketing specialists Diametric brought together three leading brand experts from: Masterfoods, Discovery Foods and dunnhumby to share their experiences. They reviewed the rationale behind one-to-one targeting, programme concept development and design; how to make the economics work, the question of retailer acceptability, and the need for creative utilisation of new communication channels.

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Can one to one marketing really work in the FMCG arena? - Dunnhumby Presentation
[27 Apr 2005] To explore the challenges of implementing one-to-one programmes in FMCG, targeted marketing specialists Diametric brought together three leading brand experts from: Masterfoods, Discovery Foods and dunnhumby to share their experiences. They reviewed the rationale behind one-to-one targeting, programme concept development and design; how to make the economics work, the question of retailer acceptability, and the need for creative utilisation of new communication channels.

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Can one to one marketing really work in the FMCG arena? - Masterfoods Presentation
[27 Apr 2005] To explore the challenges of implementing one-to-one programmes in FMCG, targeted marketing specialists Diametric brought together three leading brand experts from: Masterfoods, Discovery Foods and dunnhumby to share their experiences. They reviewed the rationale behind one-to-one targeting, programme concept development and design; how to make the economics work, the question of retailer acceptability, and the need for creative utilisation of new communication channels.

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Business-to-Business Lead Management
[25 Apr 2005] In January 2004 Volvo Cars took the decision to invest heavily in a CRM programme designed to build a database of conquest fleets, nurture the decision maker with regular flow of information, and ultimately seek permission for an appointment. Using the already established Lead Management Process introduced three years earlier, Volvo Cars are now able to track every business lead to measure the success of the programme. This strategy was developed and put in place by Anita Fox, Volvo’s Direct Marketing Manager, alongside an EHSBrann team headed by Janine Woodcock. In a very frank presentation on 14 April 2005, Anita and Janine discussed the practical issues, winning elements and pitfalls of a successful lead management programme supported by robust management information.

On average the duck is dead
[21 Mar 2005] On hearing of his impending retirement, we couldn’t let industry guru Reimer Thedens leave our profession without asking him to share something of his hard-earned experience from a 30-year career. And we’re pleased to say that the OgilvyOne Chairman, Honorary IDM Fellow and long-time advocate of lifelong learning readily agreed! So, on 15 March Reimer imparted some of his favourite pearls of wisdom gleaned from his professional life - and of course from David Ogilvy.

Symposium Speakers - Reunited (Mike Tildesley)
[22 Feb 2005] The first IDM/Marketing Society Symposium, Making Brands Personal: Connecting with Customers, June 2004, was a complete sell out and brought together an exceptional blend of marketing, branding, data and new media expertise. We cherry-picked the very best of the Symposium and were able to reunite, in the true spirit of integration, three of our most popular speakers.

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Symposium Speakers - Reunited (Simon Uwins)
[22 Feb 2005] The first IDM/Marketing Society Symposium, Making Brands Personal: Connecting with Customers, June 2004, was a complete sell out and brought together an exceptional blend of marketing, branding, data and new media expertise. We cherry-picked the very best of the Symposium and were able to reunite, in the true spirit of integration, three of our most popular speakers.

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Symposium Speakers - Reunited (Tony Mooney)
[22 Feb 2005] The first IDM/Marketing Society Symposium, Making Brands Personal: Connecting with Customers, June 2004, was a complete sell out and brought together an exceptional blend of marketing, branding, data and new media expertise. We cherry-picked the very best of the Symposium and were able to reunite, in the true spirit of integration, three of our most popular speakers.

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Great Online Creative (An Introduction to the Creative Showcase)
[08 Feb 2005] So what makes great online creative? What makes your campaigns stand out from the crowd? Whether you are looking to engage your customers through attention-grabbing graphics or you want to increase the click-throughs on your search listings, this session will give you a window into some of the freshest thinking from the online industry. Here is one of three presentations made by Danny Meadows-Klue at a recent members event.

Great Online Creative (Creative Showcase Winners, Winter 2004)
[08 Feb 2005] So what makes great online creative? What makes your campaigns stand out from the crowd? Whether you are looking to engage your customers through attention-grabbing graphics or you want to increase the click-throughs on your search listings, this session will give you a window into some of the freshest thinking from the online industry. Here is one of three presentations made by Danny Meadows-Klue at a recent members event.

Great Online Creative (Search Marketing Tricks of the Trade)
[08 Feb 2005] So what makes great online creative? What makes your campaigns stand out from the crowd? Whether you are looking to engage your customers through attention-grabbing graphics or you want to increase the click-throughs on your search listings, this session will give you a window into some of the freshest thinking from the online industry. Here is one of three presentations made by Danny Meadows-Klue at a recent members event.

Google: Absolutely Essential Search Marketing
[08 Nov 2004] Lorraine Twohill's presentation from our recent Members' evening not only looked at search marketing in its widest context – i.e. what exactly is search marketing? - but also got right down to the real, usable, practical detail, essential for anyone responsible for online marketing. Finally, and perhaps most importantly, given the ever-changing nature of the online environment, Lorraine looked at the very latest technological developments in search.

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Open Planning
[28 Oct 2004] What would you say if we could introduce you to a practical method of planning and evaluation that could increase profitability and effectiveness by 10-25%? Here is the presentation made by Professor Angus Jenkinson F IDM and Kevin Bishop at the recent 'Open Planning' members' evening.

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The Death of Direct Marketing? (Helen Davies, Carat)
[21 Oct 2004] Will Direct Mareting die - or be reborn? How should you plan your business and your career?

Here is the presentation from Helen Davies from this recent spirited debate where four heavyweight opinion leaders motioned their views on this year's hottest topic: our industry's own future.

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The Death of Direct Marketing? (Melanie Howard, Future Foundation)
[21 Oct 2004] Will Direct Mareting die - or be reborn? How should you plan your business and your career?

Here is the presentation from Melanie Howard F IDM from this recent spirited debate where four heavyweight opinion leaders motioned their views on this year's hottest topic: our industry's own future.

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The Death of Direct Marketing? (Paul Hayes, Times Newspapers Ltd)
[21 Oct 2004] Will Direct Mareting die - or be reborn? How should you plan your business and your career?

Here is the presentation from Paul Hayes from this recent spirited debate where four heavyweight opinion leaders motioned their views on this year's hottest topic: our industry's own future.

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The Death of Direct Marketing? (Tony Coad, CCB)
[21 Oct 2004] Will Direct Mareting die - or be reborn? How should you plan your business and your career?

Here is the presentation from Tony Coad FIDM from this recent spirited debate where four heavyweight opinion leaders motioned their views on this year's hottest topic: our industry's own future.

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Profitable Data Strategies (Prudential)
[06 Oct 2004] Here is the presentation made by Angus Maciver, Head of Customer Insight at Prudential at our recent members event. He discussed how best to use your database of customers and potential customers after a successful direct marketing campaign.

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Profitable Data Strategies (WHSmith)
[06 Oct 2004] Here is the presentation made by Richard Howe, Clubcard & New Media Controller at WHSmithat at our recent members event. He discussed how best to use your database of customers and potential customers after a successful direct marketing campaign.

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&more - one year on (Adrian Carr)
[27 Sep 2004] Retailing giant M&S launched its first combined credit card and loyalty programme in October 2003 under the banner of M&S MONEY – &more. In a climate where M&S was rarely out of the business press, the question was – “How will it fare?”. Here is the presentation made by Adrian Carr, &more Credit Card Marketing Manager at our recent Members' evening on 23 September 2004.

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&more - one year on (Chris Pitt)
[27 Sep 2004] Retailing giant M&S launched its first combined credit card and loyalty programme in October 2003 under the banner of M&S MONEY – &more. In a climate where M&S was rarely out of the business press, the question was – “How will it fare?”. Here is the presentation made by Chris Pitt, Head of Card Marketing at our recent Members' evening on 23 September 2004.

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Creative Room 101
[05 Aug 2004] Guests joined award-winning creatives, Nick Moore M IDM, Creative Director of TBWA/GGT and Rory Sutherland M IDM, Executive Creative Director at OgilvyOne Worldwide as they described the route to success behind their prize-honoured campaigns. Here is the presentation made by Nick Moore.

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The New Distance Marketing Directive for Financial Services
[05 Jul 2004] The Distance Marketing of Consumer Financial Services Directive comes into force in October this year and will have big implications for financial services companies of all sizes. Use this presenation made by Professor Merlin Stone to find out how the legislation will affect your marketing activity and how you can ensure a smooth adoption and integration of the legal requirements.

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Digital Marketing Now
[04 Jun 2004] When applied to digital marketing, the words 'fast-moving' don't even come close when describing the speed at which new developments take place. The online market has changed faster than any other media channel. On 25 May, Danny Meadows-Klue M IDM, one of Europe's leading figures in online advertising joined us to share his experience of the industry to date and reveal what changes marketers need to be prepared for.

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How Accessible is your website? - Nationwide presentation
[06 Apr 2004] Think your website accessible to all? How about to the visually impaired? From October 2004 if you run a business website, it will be a legal requirement to make it accessible to all, including those with disabilities. Here is the presentation made by Nationwide.

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How Accessible is your Website? - Optimum.web and Moorfields presentation
[06 Apr 2004] Think your website accessible to all? How about to the visually impaired? From October 2004 if you run a business website, it will be a legal requirement to make it accessible to all, including those with disabilities. Here is the presentation made by Optimum.web and Moorfields Eye Hospital.

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IDM New Technologies Briefing
[30 Mar 2004] New testing ... new channels ... new media and new responsiveness for direct marketers ... in one evening of presentation and discussion. Here are the presentations made by CCB, Interactive Marketing PC World Business, upRoIT Ltd and Mobix Interactive Ltd.

Integrated Marketing in an Online World
[23 Mar 2004] More and more companies are discovering that the most powerful application of web marketing is as a fully integrated element in a multi-channel marketing strategy. In this intense and thought-provoking session, Jim Sterne advised on how to exploit the potential of the web in an integrated environment, how to allocate funds for advertising, marketing and retention, and how to create synergy between promotions running across multiple channels. Here is Jim Sterne's presentation from the morning.

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Tomorrow's Mobile Marketing Today
[23 Mar 2004] GartnerG2 is renowned for its in-depth research examining the impact of technology on business. Drawing from its latest findings on the subject of mobile marketing, analyst Daren Siddall used real examples from brands such as Mars and Coca-Cola in this far-reaching presentation.

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IDM West Members' Evening: Complicated Lives
[05 Dec 2003] Melanie Howard M IDM, co-founder and director of the consumer think-tank The Future Foundation, discussed the findings of a major five-year study focusing on the growing complexity of life in modern British society and the subsequent implications for marketers now and in the future. Here is an edited version of the presentation from the evening.

Keynote Evening: The Customer Intelligence Deficit
[18 Nov 2003] Most companies, despite having large volumes of customer information, suffer from a serious customer intelligence deficit. The challenge is converting raw data into actionable intelligence. Seán Kelly, an acknowledged expert, explored the key transition points for a targeted approach to marketing.

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Unlock your true potential through coaching
[17 Nov 2003] Coaching can be an amazingly powerful tool to help you unlock and harness human potential. All too often in striving for business excellence we may not engage the full talents of individuals. This evening event gave the attendees new coaching skills that could be put into practice immediately. Here is Seventh Wave's presentation.

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An Evening with a Fellow: The New Geography of Consumption
[05 Nov 2003] The 2001 census doesn't just bring existing geodemographic data up-to-date. The more sophisticated methods used mean that many more opportunities are now available to marketers. What are these? How can we take advantage of them? And are geodemographics only of value in the absence of more detailed, customer level data? Richard Webber F IDM answered these questions in his presentation from the evening.

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Email marketing workshop: Permission to proceed?
[10 Oct 2003] Our speaker, Bede Feltham, discussed how to make sure your messages are read amongst the clutter of spam email using permission marketing. This discussion focused on what exactly is meant by 'permission' and how you should employ it to maximise your return.

Keynote Event: The new EU Directive on Privacy and Electronic Communications
[07 Oct 2003] On 31 October 2003, the new EU Directive on Privacy and Electronic Communications becomes law. During this Keynote Evening, we found out what this will mean to marketers direct from the Information Commissioner himself.

Data Minefield
[03 Oct 2003] Do you find yourself without enough customer data to make well-informed decisions? Or do you hold so much data on your customers that you don't know where to begin? Tony Woods from StatApp, our guest speaker at the IDM Members' Evening on 16 September, reviewed the scope for data advantage then focused on how marketers can make it happen - without completely re-training! The presentation from the evening is available to download (see below) and, if you would like further information, please visit the StatApp website at http://www.statapp.co.uk

The CRM Diet: IDM North Annual Conference
[03 Oct 2003] CRM has had a roller coaster ride in the last three years, going from "IT must have" to "expensive white elephant". This conference delivered information on real and practical CRM programme successes - the result of merging technology and smart marketing thinking.

Brand versus Response — Chris Barraclough M IDM, Simon Kershaw and John Watson F IDM
[29 Aug 2003] Chris Barraclough M IDM, Simon Kershaw and John Watson F IDM met to debate Brand versus Response.
What's more important: a stunning piece of creative or an ad that pulls response?

Brand versus Response: Speaker notes — Simon Kershaw
[29 Aug 2003] Chris Barraclough M IDM, Simon Kershaw and John Watson F IDM met to debate Brand versus Response.
What's more important: a stunning piece of creative or an ad that pulls response?

The power of data: Driving the communication strategy — Chris Edwards, Rickie Wakelin
[18 Aug 2003] Drawing on their experience of leveraging data on brands such as Comet, Next Directory, Debenhams, Superbreaks and Bank of Scotland, our speakers revealed how to create wealth from data and the value of data hygiene, analysis and profiling. The speakers went on to demonstrate how analytical CRM can increase customer understanding and business reward. Their objectives were to share best practice, offer practical solutions and encourage discussion.

Keynote Event: Nick Barley, Director of Marketing & Corporate Affairs, Microsoft Limited
[14 May 2003] This Keynote Evening was a sell-out event. Read the Microsoft brand discussion paper which supported the presentation.

Evening with a Fellow - Peter Mouncey F IDM.
[02 May 2003] Tactical tool or key strategic asset: How organisations can maximise the value of their customer database.

17 silver bullets you can implement in two days - Jim Sterne
[14 Apr 2003] One of the most influential web marketing experts in the world came to Manchester for IDM North event.

Making CRM Work - Dr Thomas Lacki, Carlson Marketing Group
[10 Apr 2003] Dr Lacki's research is captured in his article "Achieving the promise of CRM" published in Interactive Marketing Journal, April 2003

Measuring your success online - Jim Sterne
[10 Apr 2003] An internationally recognised consultant to Fortune 500 companies, Jim Sterne focuses his 20 years of sales/marketing experience on measuring the value of the Web as a medium for creating and strengthening customer relationships.

The Value of Customer Insight—Simon Hall F IDM, Proximity London
[24 Sep 2002] Illustrates that by understanding your customers' requirements, you can re-shape your business, and align it for success. This presentation will share with you the concepts that have helped make Proximity one of the largest and best-known integrated consultancies.

Direct Marketing Room 101—Martin Chilcott M IDM, Hotchilly Marketing Solutions
[10 Sep 2002] An exploration of what direct marketing dislikes we would like thrown to the depths of ‘Room 101’, and never be bothered with again! Martin Chillcott presents the IDM’s own version of George Orwell’s infamous 1984 room—or Paul Merton’s popular TV show…

Customer Information: Privacy and Other Issues—Paul Sampson, Veale Wasbrough
[08 Jul 2002] Presents an overview of the Data Protection Act 1998 and the impact that it has had on the direct marketing industry, including an insight into problems that organisations have encountered and furthermore solved and the implications that the law has on every aspect of your business.

Total Impact: This Time it's Personal!—Richard Madden, TBWA/GGT Direct
[03 Jul 2002] Learn about the methodology that lets you understand exactly what your communications are doing, why they are doing it and what you can do about it. Understand what every single brand interaction with your customer does for your relationship.

Throwing the Baby out with the Bathwater — Chris Read, Arthur Andersen Digital Solutions
[11 Jun 2002] This presentation is freely available to all IDM website visitors.

A look at how technology, channels and infrastructure can help organisations to maximise their return on every consumer transaction. Also puts forward some of the factors involved in building compelling multichannel propositions, and highlights the need for customer care during every interaction, not just the sales process.

Building Your People for Profit — Claire Owen, Stopgap
[02 May 2002] An exploration of how staff attitudes can impact an organisation's financial success, and how to ensure this happens for the better rather than the worse. Looks at areas including the factors that increase or decrease staff satisfaction, and how to create and use a brand internally to motivate your people.

Oasis: Why Keeping Customers Unlocks Long-Term Profitability — Peter McCarthy, iSKY
[01 May 2002] An overview of strategies to improve customer loyalty, taking in turn each stage of the acquisition, retention and optimisation cycle. Also puts forward evidence of how customer satisfaction can lead to better bottom-line business results.

Facing the Media — Irene Mallis, Communicate Media Consultancy
[23 Apr 2002] Puts forward factors to consider when preparing to face the media in crisis situations, and offers tips on how to turn a media opportunity into a positive PR vehicle.

Measuring Customer Profitability in Retail Financial Services — Simon Doherty, Teradata
[10 Oct 2001] Alongside other insights, this presentation offers definitions of current customer value, net present value and lifetime value in a financial services context, and identifies factors that can affect the accurate calculation of these. It also proposes a solution for determining customer profitability.

Modelling Lifetime Value: Options and Issues for Determining Future Customer Value — Barry Leventhal, Teradata
[10 Oct 2001] An exploration of the elements involved in calculating lifetime value, examples of the modelling techniques available, and what to consider when looking to determine future customer value.

How Do You Get Your Customer to Commit Online? — Christine Reid, Manches
[24 Jul 2001] An overview of the legalities of e-commerce: making an e-contract; terms and conditions; distance-selling considerations; competition and prize draw guidelines; and liability for third parties.

Mobile Marketing and Commerce — Sean Flynn, Boltblue
[29 May 2001] An introduction to the mobile communications environment: what constitutes the mobile Internet; some of Boltblue's related activities and services; the ground rules for successful mobile marketing, and how to go about applying them; and future mobile technologies.

Technology Branding and Marketing — Charlie Hoult, Loewy
[05 Apr 2001] An outline of the issues faced when trying to promote the products and services of technology companies, and how to go about tackling them. Puts forth branding fundamentals, illustrations and benefits, and the strategy and execution rules for technology marketing.

The E-Business Imperative — Jim Norton, Institute of Directors
[28 Mar 2001] A look at the nature and challenges of conducting business online, combined with salient statistics and e-commerce examples. Includes such topics as: the impact of exponential growth; the importance of, and the fundamental change implicit in, e-business; the global pace of development; and the eight C's of e-business strategy.

Email Marketing — David Woodrow, 24/7 Mail
[01 Feb 2001] An introduction to email marketing, looking at aspects such as: the rise in, and nature of, email activities; how to build an email campaign, accompanied by example formats; and the similarities and differences between email and direct marketing.