Colleyville, Texas

Wow, times have changed. In the two-plus years in my job as editor of Inside Direct Mail, the multichannel universe has exploded. Few direct mail pieces—no matter how brilliant and previously successful—and the companies behind them can afford to be without a comprehensive and, ideally, coordinated multichannel marketing plan—and the Web site as a major part of it all.

The best way for marketers to make the most of their customer relationships is to understand their customers' needs, wants, values. That’s precisely why customer segmentation is so vital—it provides valuable information about customers so marketers can furnish stronger, more targeted offers.

The trouble is customer segmentation comes with its challenges, and marketers often trip up during the process. Here, industry professionals discuss common mistakes marketers should avoid when performing customer segmentation.

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