What kind of data do marketers need to enable them to get closer to their customers to drive revenue and profitability for their companies?
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?
Research shows that customers who receive constructive responses after negative posts become more actively engaged.
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?
Why should direct marketers care about social CRM? Simply put, it might well be a worthwhile investment.
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.
If you thought this article was going to be about more effective usage of your CRM software, you could not be more wrong.
Personalize your email so that it's relevant to each individual customer and maybe you'll have the beginning of a beautiful relationship.
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.
The real power of a cohesive omnichannel marketing strategy is its ability to bolster engagement and build customer loyalty.
Scott Pinkney, SVP and creative director at BBDO/Proximity in Toronto, on customer relationship management, fine art, and his favorite font.
Using data to align marketers' perceptions with the actual customer experience.
There's a difference between capturing a customer's wallet and capturing his heart.
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.
Marketers and customer service leaders need to unite. The customer expects no less.
Should marketers care about services? Readers respond to the October Gloves Off question.
Jaguar Land Rover is leveraging cutting-edge technologies to retain customers in an after-sales environment.
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."
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.
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.
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 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.
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.
Brands must offer engaging, personalized and relevant marketing experiences to compete in today's marketplace, said Christa Carone, CMO of Xerox Corp.
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.
Riley Gibson, CEO and cofounder of Napkin Labs, discusses how brands are using the "crowd-sourcing platform" to conduct loose-format focus groups.
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 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.
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.
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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