Customer Relationships

Use Data—Big and Small—to Improve Customer Relationships

Use Data—Big and Small—to Improve Customer Relationships

What kind of data do marketers need to enable them to get closer to their customers to drive revenue and profitability for their companies?

Marketing Challenge: Spoiled for Choice

Marketing Challenge: Spoiled for Choice

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Sterling Worldwide is hiring a new VP of sales and marketing. One candidate is all about the data, the other is all about fostering customer relationships. Who should get the job?

Saving Customer Relationships Despite Negative WOM

Saving Customer Relationships Despite Negative WOM

Research shows that customers who receive constructive responses after negative posts become more actively engaged.

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?

The Importance of Social CRM to Direct Marketers

The Importance of Social CRM to Direct Marketers

Why should direct marketers care about social CRM? Simply put, it might well be a worthwhile investment.

It's Time to Say Thanks, and Good-bye, to Social CRM

It's Time to Say Thanks, and Good-bye, to Social CRM

Before social tools and strategies breathed much needed new life into traditional CRM, its reputation was at a low point. In fact "C-R-M" was pretty much treated like a four-letter word.

Building Your Customer Relationships

Building Your Customer Relationships

If you thought this article was going to be about more effective usage of your CRM software, you could not be more wrong.

How Email Marketing Is Like Dating

How Email Marketing Is Like Dating

Personalize your email so that it's relevant to each individual customer and maybe you'll have the beginning of a beautiful relationship.

Customer Bonding

Customer Bonding

If no one has taken the lead in establishing social media in all parts of your company yet, you might discover an opportunity is lurking for marketing to take it.

Trends to Watch: Multiple Channels, One Customer Relationship

Trends to Watch: Multiple Channels, One Customer Relationship

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The real power of a cohesive omnichannel marketing strategy is its ability to bolster engagement and build customer loyalty.

Q&A: Scott Pinkney, SVP & creative director, BBDO/Proximity, Toronto

Q&A: Scott Pinkney, SVP & creative director, BBDO/Proximity, Toronto

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Scott Pinkney, SVP and creative director at BBDO/Proximity in Toronto, on customer relationship management, fine art, and his favorite font.

Marketer vs. Reality

Marketer vs. Reality

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Using data to align marketers' perceptions with the actual customer experience.

But Do You Love Me?

But Do You Love Me?

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

Social CRM: It's about the strategy, not the technology

Social CRM: It's about the strategy, not the technology

With consumers in control of communication, it's up to businesses to harness social media and initiate new sales and service models. It's time more companies got on board.

Should marketers care about service?

Should marketers care about service?

Marketers and customer service leaders need to unite. The customer expects no less.

Should marketers care about services? Readers Respond

Should marketers care about services? Readers Respond

Should marketers care about services? Readers respond to the October Gloves Off question.

Jaguar Land Rover aims to increase customer retention

Jaguar Land Rover aims to increase customer retention

Jaguar Land Rover is leveraging cutting-edge technologies to retain customers in an after-sales environment.

Shotgun marriage: customer service and marketing

Acxiom and Loyalty 360 released their joint research project, "Making Every Interaction Count: How Customer Intelligence Drives Customer Loyalty," at Loyalty Expo 2012. The research focuses on how most brands "are not leveraging (customer data) as a strategic asset that helps create and maintain long-lasting relationships with their high-value customers."

Time Warner Cable hates Netflix and you!

Time Warner Cable hates Netflix and you!

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TWC's plan has upset industry analysts who feel that the introduction of usage-based plans could open the door for broadband providers to rid themselves of monthly rate plans.

Q&A: John Dawes, Tealeaf's VP of products and strategy

Q&A: John Dawes, Tealeaf's VP of products and strategy

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John Dawes, VP of products and strategy at Tealeaf, a customer experience management (CEM) company, discusses the ways your website might actually be limiting transactions.

Alternate spin on digital interaction 
steers auto brands' campaigns

Alternate spin on digital interaction 
steers auto brands' campaigns

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Some marketers may balk at the expense of Volkswagen's videogame for Microsoft Corp.'s Xbox to support the launch of the 2012 Beetle. However, Volkswagen of America EVP and chief product and marketing officer Tim Mahoney says the game — which mirrors the campaign's 
TV spots, showing consumers driving around in a Beetle and giving passersby high-fives — "seemed ideally suited to reinforce 
the TV spot."

Alterian to shutter Chicago office

Alterian to shutter Chicago office

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Alterian will close its Chicago office as part of a restructuring plan that began in September, said Adrian Duffield, partner at College Hill, Alterian's financial PR agency. Alterian employees were notified on Nov. 6 that the shuttering process would begin immediately, he said.

Oracle to acquire RightNow for $1.5 billion

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Database company Oracle announced it has agreed to acquire CRM company RightNow Technologies, for $1.5 billion, both companies said in a statement. The transaction is expected to close by late 2011 or early 2012.

Xerox CMO at DMA 2011: Marketing must be relevant, personalized

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Brands must offer engaging, personalized and relevant marketing experiences to compete in today's marketplace, said Christa Carone, CMO of Xerox Corp.

Q&A: Ragini Bhalla, director of marketing and communications at Fantasy Interactive

Q&A: Ragini Bhalla, director of marketing and communications at Fantasy Interactive

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Ragini Bhalla, director of marketing and communications at digital agency Fantasy Interactive, discusses her new role and how building loyalty online differs from offline channels.

Q&A: Riley Gibson, CEO and cofounder, Napkin Labs

Q&A: Riley Gibson, CEO and cofounder, Napkin Labs

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Riley Gibson, CEO and cofounder of Napkin Labs, discusses how brands are using the "crowd-sourcing platform" to conduct loose-format focus groups.

Manage marketing data and triggered emails

Manage marketing data and triggered emails

Email marketing, considered the first line of customer engagement, leads the charge to increase Web traffic and drive sales. However, setting up an email service independently relies on a large time and capital investment.

Steve Jobs' resignation: Will it change the way consumers see Apple?

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Steve Jobs is a marketing genius. This is a fact. Some would say his greatest success is illustrated by consumer behavior leading up to and following launches of new Apple products.

IHG launches an integrated shopping rewards program

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InterContinental Hotels Group (IHG) launched an integrated shopping rewards program, Priority Club Shopping, on August 3 that will enable IHG Priority Club members to earn loyalty points for shopping with more than 600 retailers, said Mark Shepherd, director of partnership programs at IHG.

Tailor marketing strategies to customer preferences

Tailor marketing strategies to customer preferences

To make communications relevant, marketers need information about each customer's preferences and interests. But where do you get this information? How do you coax customers to give it to you? A well thought-out preference center can make all the difference across all channels.

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