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Amazon’s $4 Billion E-Commerce War Chest

February 7, 2013

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The Number of Marketplaces

Forrester Research senior analyst Andy Hoar delivered a fascinating keynote at the Rakuten Linkshare Symposium last week.  His theme was the continuing evolution of e-commerce and the insights he brought will have a lot of consequences for the performance marketing sector. Some of his points restated things that anyone that has been paying attention already […]

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Apple vs. Google: The Mobile Search War Heats Up

September 26, 2012

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With the release of the iPhone5 and iOS6, attention has become focused on the competition between Apple and Google for local and hyper-local search dollars. The iPhone has relied for years on Google’s mapping service and data, but with iOS6 they have introduced their own Apple Maps service. The problem is that Apple’s alternative is […]

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Elevate Customers to the Core of Your Business

June 28, 2007

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Customers want the best your company has to offer. To deliver, you need an integrated customer experience across all touch points throughout your organization. This requires a complete and consistent view of your customers. First-generation CRM promised these capabilities but has often fallen short. Historically, high cost, complexity and drawn-out implementations contributed to nearly a […]

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Smart-Enough Customer Decisions

June 28, 2007

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Think about the last great customer experience you had. Was it someone in a store who helped you with your problem? Perhaps it was a website that, against all expectations, allowed you to actually get things done. Maybe you spoke with a call center representative who was empowered to act. Perhaps a company actually made […]

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The Power to Know

June 28, 2007

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Proven to Deliver Customer Intelligence for Marketing, Sales and Service In a business climate that punishes the inefficient and slow-moving, enterprises need agile strategies, clear-sighted decision making and the ability to focus scarce resources on the activities most likely to drive success. SAS helps you achieve all these goals, with integrated software and services that […]

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Understanding Customer Intentions: Delivering a Satisfying Customer Experience

June 28, 2007

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Figure 1: Top Five Business Issues for Senior Executives

As far as business headlines go, one in particular has been pretty hard to ignore: Companies are once again focused on growth. To be precise, they are focused on the opportunities and challenges of increasing share and revenue by attracting, acquiring and retaining profitable customers – no easy task in the face of changing consumer […]

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Laying the Foundation for Long-Term CRM Value

June 28, 2007

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After wrestling with first-generation customer relationship management solutions that were difficult to use, customize and integrate, organizations have learned the importance of having a CRM solution that is flexible enough to fit the way they do business – a solution that enables improved customer loyalty and profitability and supports innovation across the whole organization. This […]

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The Customer Service Challenge: Creating the ‘Perfect’ Customer Call

June 28, 2007

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Figure 1: Satisfaction Rate With Types of Customer Service

For many companies, seizing growth opportunities hinges on becoming more customer-centric while continuing to hold down operational costs. Unfortunately, achieving both goals simultaneously often proves difficult. Actions intended to lower service costs can severely compromise service quality, while high-quality, high-touch service may please customers but wreak havoc with the bottom line. In our experience, most […]

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Transform Customer Data Into Profit

June 28, 2007

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Customer-first. Customer-focused. Customer- driven. Customer-centric. Customerobsessed. The words have been bandied about in the management lexicon in the last few decades as though each new wave of strategists were the first to realize that revenue comes … from customers. That fact seems self-evident, but what has been less clear is how to fully capitalize on […]

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