Behavioral CRM

Fickle About Loyalty

Fickle About Loyalty

Customers' capricious purchase behaviors and ever-increasing expectations—and marketers reactions to both—have altered the thinking on loyalty in three significant areas.

3 Reasons to Care About Social CRM—and One Not to

3 Reasons to Care About Social CRM—and One Not to

Alas, if there's no social CRM but we can generate some value from interfacing and connecting CRM to social channels, what shall we call it?

All Loyalty Is Not Created Equally

All Loyalty Is Not Created Equally

Most businesses will take any kind of loyalty they can get, but the truth is that all loyalty is not created equal.

But Do You Love Me?

But Do You Love Me?

There's a difference between capturing a customer's wallet and capturing his heart.

Why focus groups and digital don't mix

Why focus groups and digital don't mix

Read on for four reasons in favor of using online customer behavior data as a never-ending, real-time "focus group."

Behavioral CRM Trumps Demographics

Behavioral CRM Trumps Demographics

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In marketing today it's not just who you know, it's what you know about them.

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