Charles Dupin

Problem: palmOne wanted to improve its marketing efforts to customers who are not readily accessible via e-mail. Solution: An integrated, personalized campaign to promote palmOne's accessories. Result: A combination of direct mail and e-mail boosts response and sales. Although palmOne successfully communicates with many of its customers via e-mail and the Web, the handheld computer marketer wanted to create a more one-on-one experience through multiple channels for its customer base. It also wanted to reach out more proactively to those customers for whom it did not have e-mail addresses. Charles Dupin, palmOne's relationship marketing manager, says, "We have a lot of addresses

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