by Susan Cohen

Fourth Quarter 2003
Data Warehousing: The Foundation for All Analyses

Third Quarter 2003
Information-Based Medicine: A New Era in Patient Care

Second Quarter 2003
Balanced Scorecard, Balanced Strategies
Want balanced strategies? Maybe a balanced scorecard is in order.

First Quarter 2003
Teach Your Company to Learn

November/December 2002
Naughty or Nice?
The holiday season promises big rewards for customer-focused companies. Susan Cohen wants to know if you've been naughty or nice this year.

September/October 2002
Company Portal
Where in the world (wide Web) do you want your site to lead visitors? Susan Cohen explores the possibilities.

July/August 2002
Permission Marketing
It pays to be polite, says Susan Cohen. Her column covers permision marketing and customer respect.

May/June 2002
Building a Brand
There are so many things to consider when building a brand. Susan Cohen addresses the need for brand consistency across communication vehicles.

March/April 2002
Profiting from Customer Service
Money spent on customer service is simply an investment in customers, says Susan Cohen. She offers strategies for online customer interaction.

January/February 2002
Success from the Start
How do you succeed from the start? By coordinating IT and marketing efforts writes Cohen.

November/December 2001
Online Advertising
How do you know if online advertising is working? Not by counting clicks, writes Susan Cohen.

September/October 2001
Customer Communications
Susan Cohen makes the business case for investing in e-mail campaigns.

July/August 2001
Plan Before Personalizing
To personalize or not to personalize? Susan Cohen says businesses should put some strategy behind Web personalization efforts. And then follow the 10 commandments of personalization.

May/June 2001
Count on Repeat Business
Repeat business is good business, says Susan Cohen, who writes about personalizing contact via e-channels.

March/April 2001
Close the Loop Measuring ROI from Web Ads
Want to measure the effectiveness of your Web advertising? To do so, you'll want to learn about closed-loop marketing, writes Susan Cohen.

January/February 2001
Ways to Win on the Web
If you build it they will come. Or will they? Susan Cohen talks about building and maintaining winning Web sites.