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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September 26, 2012
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 […]
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 â a solution that enables improved customer loyalty and profitability and supports innovation across the whole organization. This […]
Three customer communications experts discuss analytics for identifying and developing mission-critical customer contact strategies.
Are you under the gun to drive profitable new growth? Are you exploring new ways to meet your revenue targets while at the same time deepening customer relationships and improving loyalty? Are you interested in turning your contact center into a profit center to better leverage this underutilized asset?
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 â¦ from customers. That fact seems self-evident, but what has been less clear is how to fully capitalize on […]
Too often, even the best CRM solutions don’t have the ability to carry customer relationships through to the most profitable, or even the final sale. As a result companies often miss out on the full revenue and profit potential of their customer interactions. But now, TrueChoice® Solutions, Inc. bridges that gap with easy-to-use, real-time solutions […]
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 […]
You’ve gone to great lengths to identify and nurture the most valuable segments of your customer base. You’ve closely monitored them through surveys and focus groups, and you know they consistently indicate they are “highly satisfied” with your company and its products. But … are they loyal?
If you’re like most companies, you don’t really know – at least, not for sure. And that’s a problem.
Nikonâs 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 […]