Biographical Information

David Rich

managing director, CRM practice, Accenture

David Rich ( is the managing director of the CRM practice at Accenture, a company that specializes in management consulting, outsourcing, and systems integration technology.

Articles for David Rich

Marketing on a Leash

Tight budgets and heightened expectations combine to pose a challenge.

The New Behavior of the Social Customer

Divining the right path requires the right data.

The World Is Their Oyster

Give customers an opportunity to play an active role in customizing their customer service

The Ledge of Allegiance

What history—and a survey of current behavior—can teach us about the threat to customer loyalty.

Create Your Own Upturn

A shift from managing volume to managing relationships.

New Routes to New Customers

A customer-centric approach for emerging markets.