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CMI Personnel Spotlight
We're happy to announce three promotions on our client services team:

Mike Mabey was promoted to vice president, client solutions from his previous position as account manager. Mabey specializes in leading advanced analytics projects for pharmaceutical and utilities industry clients. He has been with CMI for seven years.

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Alisa Hamilton was promoted to research manager from her previous position as project manager. Hamilton began working with CMI in 2010 and focuses primarily on the pharmaceutical and non-profit industries.

Angela Mattoon was promoted to project manager from her previous position as associate project manager. Mattoon's customer satisfaction experience extends across a wide variety of industries. Mattoon began working with CMI in 2007.
Upcoming Events
Pharma Market Research Conference
February 1-2, 2011

Mike Mabey, vice president, client solutions, and Bill Salokar, vice president, business development, will join other market research executives from the field of pharmaceutical, biotechnology, medical devices, and diagnostics for this two-day event in New Jersey.
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CMI kicks off 2011 with new clients, new roles for some staff members, and exciting new strategies for customer relationship management.

Please let us know if you'll be in New Jersey February 1-2 for the 2011 Pharma Market Research Conference.
We'd love to see you there.
360° to Customer Relationship Management
Hannah Baker Hitzhusen's article last month in CRM Magazine's DestinationCRM.com described how effective customer relationship management - particularly in a B2B world - benefits from 360-degree analysis. "CRM in the B2B world is like managing a forest one tree at a time," says Hitzhusen. "The goal is not to build a relationship with a company, per se, but rather with the individual employees and stakeholders that make up that company."

To create the foundation for an effective, revenue-generating CRM program, one must consider each stakeholder's perspective:
  • Needs and expectations: Procurement may care about cost and availability, but the end user cares more about functionality and ease of use.
     
  • Language: Does your stakeholder speak "c-suite strategy" or "end-user technical?"
     
  • Role within the organization: Where does your stakeholder sit? At the head of the decision-making table, or in the bleachers?
Click here to read more about the 360-Degree Approach to CRM.
On the Pathway to Cross-Selling Success
CMI's Dr. Christina Liao recently presented a unique application of Decision Pathway Modeling to the Society for Insurance Research (SIR) annual conference. Liao shared how Decision Pathway Modeling can identify ways to convert single line customers into buyers of multiple products. Her insights can help any company seeking to deepen its relationship with existing customers through cross-selling and up-selling complementary products or services.

To engage with customers in a compelling and productive way, one must first understand the motivational "why" and "how" behind their initial purchase decision. Decision Pathway Modeling gives marketing and brand teams a comprehensive understanding of the true drivers of consumer decisions to guide strategy and messaging to connect with customers on deeper emotional and motivational levels.

To learn more about CMI's approach to Decision Pathway Modeling, visit our Website or contact Dr. Christina Liao.
Contact CMI