Customer loyalty and retention
- February 07, 2020
The kiosk features a prize wheel, treasure hunts and themed quizzes to engage and interact with shoppers while promoting in-store loyalty programs.
- January 16, 2020
With new Google Cloud Platform tools for retailers, the search giant takes on Microsoft and AWS with its own flavor of AI and promises of better uptime.
- June 19, 2019
Big-box retailer Target's checkout outage showed how e-commerce systems can fill in when POS systems fail. They're not quite ready to supplant POS -- but they're getting there.
- May 18, 2018
If you want better, more timely access to customers, consider customer behavior analytics, which is driven by the combination of marketing and data analytics.
- April 13, 2018
Oracle customers weigh in on executive's hypothesis that analytics can now prove ROI of the martech stack -- or soon will -- and make marketing a revenue center just like sales.
- June 07, 2017
Customer contact channels offer many potential touchpoints, but customers don't want to hear from you that often. Three executives share strategies for balanced customer contacts.
- September 22, 2014
Many companies are moving to subscription-based models to deepen customer relationships.
- November 07, 2011
Companies can deploy social channels to cultivate customer loyalty programs, but shouldn’t rely on these channels to define these programs.
- September 06, 2011
See how American Express and Dell turned around their customer satisfaction ratings by applying customer experience management (CEM) principles.
- August 09, 2011
Nicor National believes that managing the customer experience starts with improving the customer service representatives’ environment.
- June 20, 2011
Columnist John Ragsdale answers some of the most frequently asked questions about the universal CRM metric.
- September 15, 2010
There are more ways to survey and listen to customers than ever but organizations must approach it carefully. This special report offers real world examples, pitfalls and best practices for EFM.
- March 15, 2010
Pegasystems has reached an agreement to buy Chordiant for $161 million, bringing BPM together with CRM, customer experience and analytics.
- November 25, 2009
What's the best way to turn potential customers into actual customers? Consultant Martha Rogers gives advice on building customer loyalty and using social media and social CRM.
- September 01, 2009
After years of collecting customer data, companies have a wealth of information about who their customers are and who's loyal, but finding and managing that data is daunting.
- April 28, 2009
Find out how relationship marketing and customer equity are linked in this podcast. Learn the difference between relationship marketing and transactional marketing.
- April 02, 2009
There's nothing like a recession to make customer loyalty a priority. Companies that collect feedback, leverage social media and segment their customers can emerge stronger.
- January 26, 2009
Most marketers are not monitoring online message boards and communities and are failing to measure the customer experience, a CMO Council survey finds.
- September 30, 2008
According to experts, customer loyalty and shareholder value go hand-in-hand -- you can't expect to improve one without improving the other. In this month's podcast, Martha Rogers discusses the link between customer trust, customer loyalty and ...
- July 28, 2008
In this month's podcast, Martha Rogers takes questions from readers on building and managing customer worth and customer equity in a variety of different situations. Learn how businesses can cater to the customer life cycle, find out if price ...
- February 28, 2008
Learn how customer value changes over time and learn strategies to increase customer value in this customer equity podcast with Don Peppers.
- January 29, 2008
Business and IT professionals are unhappy with their CRM deployments, particularly marketing, analytics and customer service, according to a new report.
- June 27, 2007
Oracle has built an Oracle-based back end to the hosted call center application it acquired in Telephony@Work as the competition for virtual contact centers increases.
- May 03, 2007
Wrestling fans are helping the WWE determine story lines and self-segmenting the organization's marketing efforts with co-created content.
- February 27, 2007
Employee loyalty and faith in the product can be a leading indicator of customer loyalty. Yet most employees don't think they deserve customer loyalty.
- November 16, 2006
ROI analysis only provides part of the equation in measuring ROI of a loyalty program. Companies should also measure causality.
- April 20, 2006
Companies should move data quality controls "upstream" to save money, retain customers, and mitigate clean-up efforts, one expert says.
- November 08, 2005
Combining the contact center and marketing departments has helped HCI Direct improve retention and upsell with its Silkies line.
- June 06, 2005
The deep insight text mining promised years ago never quite emerged, but some companies are finding success using it on customer data. HP is one.
- April 20, 2005
Consider the Microsoft Excel dilemma: BI users love it, IT departments hate it and BI vendors are competing with it. What's a business to do? Columnist Rick Sherman has some suggestions -- and banning spreadsheets is not one of them.
- April 13, 2005
Following a disappointing quarter, Siebel Systems CEO Mike Lawrie is being replaced after less than a year on the job.
- March 29, 2005
As marketing organizations face both internal and external pressure to reduce costs and prove their worth to the company, Marketing Resource Management (MRM) technology is steadily gaining ground.
- February 17, 2005
Poor data quality can stymie your CRM efforts and even worse, make your company look poorly run and unprofessional. Find out how to keep your data clean and up-to-date.
- January 25, 2005
The fragmented data mining market should see some growth in the coming years, thanks in part to application and database software vendors.
- December 09, 2004
Verizon is turning to Oracle's new BI 10g to help transfer its successful Yellow Pages business online.
- November 30, 2004
High tech firms may not fare as well as you might expect when it comes to showing respect to their online customers. A recent report from The Customer Respect Group ranks the industry leaders.
- July 13, 2004
Two law firms have taken the problem of dirty data to heart and hired full-time staff to monitor their contact lists.
- June 18, 2004
At the Smart CRM West conference, analysts preached the importance of planning for a CRM implementation and installing a few key people to serve as data stewards.
- March 17, 2004
It's not good enough for your marketing campaigns to just meet the letter of the law. There's also a comfort threshold for customers, Gartner research finds.
- November 26, 2003
A new study offers evidence that you should take the time to measure how your customers perceive your business.
- May 09, 2003
As you look at new bells and whistles to improve your contact center's performance, don't forget the people who make that technology sing -- the agents.
- March 05, 2003
If a customer isn't happy, odds are Cisco knows about it. The networking giant is pursuing an aggressive customer loyalty strategy that has a key technology component.
- March 05, 2003
These days contact center agents are doing a whole lot more than merely manning phones. Peppers & Rogers found some workforce optimization and training tools that are a great way to get more out of your staff.
- February 28, 2003
When Hilton acquired another major hotel chain, it needed to do some quick work to align the brands. As it turns out, most of the effort revolved around strategy, not technology.
- February 07, 2003
It's really (almost) all about the data: Optimizing loyalty initiatives
- August 09, 2002
Experts agree few issues are as crucial to building successful customer interactions as developing consistent and effective privacy customer privacy policies.
- January 07, 2002
- December 17, 2001
By the end of the 2000 baseball season, the Seattle Mariners were becoming victims of their success on the field.
- September 26, 2001
Learn about the Customer Retention Associates' P.A.C.E. process - a pathway to customer loyalty.
- September 26, 2001
This article by our customer loyalty expert, Michael Lowenstein, explores customer loyalty programs in the United States.
- May 03, 2001 03 May'01
- April 04, 2001 04 Apr'01
- February 15, 2001 15 Feb'01
- November 01, 2000 01 Nov'00