Drilling Down Home Page Turning Customer Data
into Profits with a Spreadsheet
The Guide to Maximizing Customer Marketing ROI

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Book Includes all tutorials and examples from this web site

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Customers Speak Up on Book & Site

About the Author

Workshops, Project Work: Retail Metrics & Reporting, High ROI
Customer Marketing

Marketing Productivity Blog

8 Customer
Promotion Tips


Customer Retention

Customer Loyalty

LifeTime Value and
True ROI of Ad Spend

Customer Profiling

Intro to Customer
Behavior Modeling

Customer Model:

Customer Model:

Customer Model:
Recent Repeaters

Customer Model:

Customer LifeCycles

LifeTime Value

Calculating ROI

Mapping Visitor

Measuring Retention
in Online Retailing

Measuring CRM ROI

CRM Analytics:
Micro vs. Macro

Pre-CRM Testing for
Marketing ROI

Behavior Profiling

See Customer
Behavior Maps

Favorite Drilling
Down Web Sites

About the Author

Book Contents

 What is in the book?
 Productivity Blog
  Simple CRM
 Customer Retention
 Relationship Marketing
 Customer Loyalty
 Retail Optimization
  Visitor Conversion
  Visitor Quality
Guide to E-Metrics
  Customer Profiles
  Customer LifeCycles
  LifeTime Value
  Calculating ROI

  Recent Repeaters
  Retail Promotion
  Pre-CRM ROI Test
  Tracking CRM ROI
Tutorial: Latency
  Tutorial: Recency
  Scoring Software
  About Jim

Contact Information and Privacy Policy

The Drilling Down Project by Jim Novo.  All rights reserved in all media.

You are free to link to any pages on this web site without asking me first.  Really.  That's why they call it "the web," right?

My background, client list, and consulting services are described here.

Email contact addresses:

Click and Send - Jim Novo

Anti-Spam text version:
jim(at)jimnovo.com - replace (at) with "@"


I mean it.  I guarantee you will learn practical, useful, actionable, customer marketing optimization techniques by going through this site.  If you don't, contact me and I will be happy to assist you "on the house."  I know there has been a lot of hype surrounding this topic, and people find it difficult to understand.  If I have "missed the mark" in your case, please allow me make it up to you by addressing your individual business needs.

                                     - Jim  

Privacy Policy

Hi Folks, Jim Novo here.  Short answer?  We don't rent the newsletter list - period.

The purpose of this web site is to provide a discussion forum and information relevant to the Drilling Down concept and products, and about database marketing in general.

I collect the e-mail address of those who subscribe to the Drilling Down newsletter and  the e-mail address of those requesting files from the auto-responder (updated ReadMe file for the software).  The auto-responder generated address will not be spammed for a newsletter subscription!  If you're interested in the Drilling Down approach, you'll come back and subscribe to the newsletter without spam from me, I figure.

The e-mail address, date and time of activity, IP address, and browser type are collected when submissions to the newsletter or auto-responder occur.  This information is used to manage and audit subscriptions to the newsletter.  The list is not rented or provided to any other business or organization.  I also look at general page view and referrer activity to get a sense of traffic patterns and advertising effectiveness; none of this information is tied to a personally identifiable piece of data (like e-mail address).

The Drilling Down book with free software is sold at Booklocker.com  No financial transactions take place here at the Drilling Down web site.  Booklocker, unlike Amazon, believes your personal information "belongs to you."  You can read their privacy policy here.

If you have any questions regarding privacy on this website, please e-mail me using the contact information above.

- Jim Novo


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The advice and discussion continue on the Marketing Productivity Blog
Twitter: @jimnovo

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This is the original Drilling Down web site; the advice and discussion continue on the Marketing Productivity Blog and Twitter.

Download the first 9 chapters of the Drilling Down book here: PDF
Purchase Book           Consulting