Although usually considered to be a ‘promotional’ technique, direct marketing is in reality much broader, referring to a group of techniques which help organizations create and sustain direct relationship with their customers on a one-to-one basis. The associated philosophy of ‘relationship marketing’ (see Chapter 1) sees the customer as an appreciating asset with whom the organization has a mutually beneficial connection, or relationship, over a lengthy period of time. This outlook has much to offer arts organizations in terms of developing the tastes of their customers. Because of the uniquely collaborative nature of the arts transaction (see Chapter 4), a continuing and developing relationship with customers is central to the success of arts marketing.