Archive | Customer Loyalty RSS feed for this section

Amazon’s $4 Billion E-Commerce War Chest

February 7, 2013

3 Comments

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 […]

Continue reading...

Apple vs. Google: The Mobile Search War Heats Up

September 26, 2012

Comments Off

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 […]

Continue reading...

Laying the Foundation for Long-Term CRM Value

June 28, 2007

0 Comments

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 […]

Continue reading...

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

June 28, 2007

0 Comments

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 […]

Continue reading...

Transform Customer Data Into Profit

June 28, 2007

0 Comments

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 […]

Continue reading...

CRM Without Compromise: A Strategy to Outsmart and Outgrow Your Competition

June 28, 2007

0 Comments

Investments in CRM applications have produced a broad spectrum of results. Some companies experienced dramatic increases in revenue and customer satisfaction along with significant cost savings, while other companies have experienced limited returns and disappointing results. The benefits would be greater if more companies took CRM to the next level by designing their CRM strategy […]

Continue reading...

Nikon”s Journey to Leadership

June 28, 2007

0 Comments

Nikon’s implementation of its customer experience management strategy demonstrates the power of knowing your customers. It also shows the importance of understanding their needs as well as what motivates them to continue doing business with you. With revenues of more than $5.9 billion, the Nikon brand is respected globally by consumers for its innovations in […]

Continue reading...

Marketing Mastery Matters

June 28, 2007

0 Comments

A major Accenture study reveals that a significant investment in marketing is crucial to achieving high performance. But the skill levels that constitute mastery continue to shift, and today’s best practice can become tomorrow’s price of entry. No company can afford to be complacent. It’s not just a cup of coffee you’re looking for when […]

Continue reading...

Unlock the Value of Content to Transform Online Business

June 28, 2007

0 Comments

Businesses today face a radically complex market landscape that presents many challenges: rapidly changing consumer preferences and expectations, an explosion in social computing and a dramatic shift in sales and marketing investments to the mobile and online worlds. To succeed, organizations must transform their online strategies by capitalizing on new ways of attracting and engaging customers.

Continue reading...