As we begin the celebration of 22 years of publishing excellence in the CRM and
contact center industry, I would like to take the opportunity to reflect on our
beginnings and how we got to where we are today. Although we were unaware of it
at the time, Technology Marketing Corporation (TMC) literally laid the
foundation of the telemarketing, CRM and Customer Interaction Soltuions
industries with the launch in June 1982 of this pioneering publication, then
called Telemarketing'. TMC also launched the industry's first official
conference and expo in April 1985, which was called TBT (Telemarketing And
Business Telecommunications). Together, Telemarketing' and TBT became the
world's first and most preeminent sources of information on the industry and
were responsible for training the first and second generations of telemarketing,
CRM and call center practitioners. In fact, the Wall Street Journal called
Telemarketing' magazine 'The Bible of the Industry.' It was also referred to as
'The Standard Industry Source' by Fortune magazine and 'The Only Credible Source
of Information' by Alex Fraser of Hewlett-Packard. We are indeed humbled by
these great testimonials coming from the most prestigious sources.
The industry as a whole deserves the accolades. This is an industry that has
grown from obscurity to world-class global prominence. From zero revenue to a
multibillion-dollar industry, from zero employment to three percent of the
American workforce, from the concept of telemarketing to the call center to the
contact center to CRM to e-CRM and e-sales and e-service.
In June 1982 when Telemarketing' magazine was launched, I never in my wildest
dreams would have imagined that this industry would someday attract so much
worldwide acceptance. I wouldn't have guessed that literally hundreds of
billions of dollars would someday be transacted through the phone. I wouldn't
have guessed that someday we would see regular advertising on major television
stations for CRM products. I wouldn't have guessed that three percent of the
U.S. workforce would eventually be employed by the industry, and I certainly
wouldn't have thought that former Vice President Al Gore, ' the next U.S.
President for a short while,' would keynote TMC's Communications Solutions' EXPO
in the spring of 2001. Mr. Gore's participation in an event centered around the
world of call center, contact center, CRM and communications showed how far
we've come as an industry.
Industry At A Crossroads, United We Stand, Divided We Fall
Exclusive Coverage Of FTC Regulations
In the last five issues of this publication (February ' June 2003), Richard
Tehrani and I have EXCLUSIVELY WRITTEN eight major editorials and cover stories
defending the industry against the unfortunate, ill-advised, unfair and
extremely damaging FTC ruling against telemarketing, call centers and other
electronic forms of marketing. See Richard's and my editorials at
www.tmcnet.com under past
3-5 Million Jobs Jeopardized!
In the above mentioned editorials, it was clearly pointed out that telemarketing
is the most effective marketing, job-producing and job- protecting tool known to
mankind. As such, the telemarketing industry employs 3-5 million Americans. We
clearly demonstrated that the FTC's unfortunate regulations came as a result of
lack of information and proper industry representation.
Industry At A Crossroads!
As the old saying goes, 'United we stand, divided we fall!' Our industry is
truly at a crossroads.
Our options are as follows:
1. Do nothing and let the bureaucrats in Washington outlaw all forms of modern
marketing and, thus through ignorance, destroy the U.S. economy by keeping it in
2. Let us act as a united front. Do your share by filling out the questionnaire
on our Web site (www.tmcnet.com/cis/actionplan.pdf).
As the industry's leading publisher since 1982, we at TMC are engaged heavily
in a variety of activities that help to promote and facilitate the
accomplishment of all of the following objectives. We are proud to be the only
publication that actually gives a damn about our industry!
Here Is What We Need To Do As A United Industry That Is Supporting 3-5 Million
Jobs In The U.S.
1) Improve our image jointly with the DMA & ATA.
2) We need a massive and highly effective PR campaign.
3) Have proper representation at all associations.
4) Better inform legislators.
5) Encourage others to participate and not 'stick their heads in sand.'
6) We need your input.
7) We need to defend the industry.
8) Fight the unfair regulations.
9) We need a true action plan.
- Please help us by filling out the forms at
- Our industry gets millions of people off of unemployment, gives jobs to the
disabled or otherwise unemployable people and helps them with new opportunities
and gainful employment.
HOW YOU CAN HELP
- Write letters to your Congres-sional representatives. You will find their
names, phone numbers and e-mail addresses on
- Educate your lawmakers on the number of jobs and sales you contribute to the
- Donate time to make calls to lawmakers.
- Get your large customers with name recognition to write letters affirming
their need for teleservices.
WHAT YOU NEED TO DO TO HELP
- Help us create an ACTION PLAN.
- Don't assume others will take care of the problem for you! They won't!
- Support the ATA and the DMA.
- We need self-recognition more than anything else.
- We need to vastly improve the image of our industry. Let everyone know that:
- We produce millions of jobs and billions in taxes.
- We boost the economy.
- We work for charities.
- We employ people that other industries consider unemployable (handicapped,
single parents, elderly, military spouses, students, etc.).
HERE ARE A FEW OF THE TELESERVICES AGENCIES' CONTRIBUTIONS
We Need To Tell The Lawmakers:
- The teleservices industry DIRECTLY GENERATES 1.3 million jobs.
- It INDIRECTLY generates millions more beyond that!
- The industry is responsible for $40 billion of sales per year, and contributes
HUGE AMOUNTS of tax dollars.
- Brings jobs to rural areas that would otherwise have NO JOBS.
- Most CHARITY MONEY is raised by teleservices agencies.
- Most POLITICAL FUNDS are raised with the assistance of teleservices agencies.
- PLEASE make sure you fill out our 'Action Plan' form and return it to:
Fax Number (203) 866-3326
Or e-mail responses to
To be sure, much has changed in CRM, contact centers, telemarketing and customer
interaction centers in recent years. What worked yesterday, doesn't work today.
Some of the factors which have contributed to the explosive changes are as
1. Rapid technological innovations in CRM, inbound and outbound technologies and
2. The impact of offshore outsourcing and related challenges.
3. The impact of FTC and FCC regulations on our industry.
4. The current economic conditions.
To provide in-depth analysis and adequate coverage of the above important
matters, I intend to cover them in future issues. Please stay tuned!
As always, I welcome your constructive comments. You may e-mail me at
TMC Chairman, CEO and
Executive Group Publisher
[Return To The July 2003 Table Of Contents]