Customer loyalty and retention
- 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.
- August 06, 2009
A recent survey found that, despite the down economy, customer experience counts for more than cost when it comes to consumer spending and loyalty.