Journal
Industry notes
New to the vocabulary? Start with the CRM glossary.
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Industry notes ·
Multilingual campaign ops without the chaos
How we run weekly CRM campaigns across a dozen languages using one journey, locale-driven content, a fixed translation window and per-locale QA.
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Industry notes ·
AI agents in lifecycle marketing: what we let them do
Which lifecycle decisions we let an automated system make, which stay with a person, and the guardrails in between: bounded actions, logged decisions and a human gate.
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Industry notes ·
Generative content in CRM, and the rules around it
Where generative models genuinely help a CRM team, what the new transparency and governance expectations mean day to day, and how to keep human review where it counts.
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Industry notes ·
Recosting the messaging mix
WhatsApp's move to per-message pricing broke a lot of channel budgets. The fix is not a new spreadsheet but a method: cost every channel per outcome, not per send.
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Industry notes ·
Planning without the cookie countdown
Google is keeping third-party cookies in Chrome. What that removes from your roadmap, why the first-party data work still matters, and how to justify it without a deadline.
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Industry notes ·
Apple's Mail categories and the promotions problem
Mail on iPhone now sorts messages into Primary, Transactions, Updates and Promotions. What tends to land outside Promotions, and what it means for how you measure email.
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Industry notes ·
RCS arrives on iPhone: what CRM teams should do about it
Apple is adding RCS in iOS 18. What that actually changes for messaging programmes, why business messaging is a separate question, and why SMS stays the fallback.
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Industry notes ·
Chrome keeps third-party cookies: what changes for CRM
Google will not switch off third-party cookies in Chrome after all. Why that is a reprieve for adtech rather than for CRM, and which first-party work still pays.