As I opened the annual CRM & Retention Seminar I moderated during the last iCE conference in London, I quoted a fantastic online article that linked CRM to the thoughtfulness demonstrated by the grocer on Sesame Street, Mr. Hooper: “Mr Hooper paid attention to customer behavior even beyond their purchases to know how to adjust his stock,” the article said. “Would he have had birdseed milkshakes on the menu had he not listened to Big Bird? Certainly not.”