Scott Hudgins, VP of Customer Managed Relationships at The Walt Disney Company shared details about how Disney has approached CRM and the guiding principles and key learnings that have driven their success. They began their CRM process in 2001 knowing that most of their customers were somewhere in one of their databases.  One of their guiding principles has been to get customers to opt in to any engagement based on interest and how they wanted to be engaged.  Over time....

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