Kraft Foods Kraft Foods, along with Kraft Canada, has spent the better part of the last few years improving their use of email as a part of their CRM strategy. Some of my work at Digital Cement Inc. has involved the design and production of weekly and bi-weekly communications with subscribers to the Recipe By Email programme. The real invisible beauty of the work is the amount of stategic thinking behind the design and implementation. My experience with the CRM geniuses at DCI and a client, like Kraft, which takes conversations with their customers seriously, has been a real benefit to my understanding of the subtleties behind sustained contact with customers. This is very much unlike the one-off nature of much of the advertising out there.