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Restaurants optimize rewards programs to gain customer data and boost loyalty

Alex Palmer

Numerous restaurant chains have launched or expanded their loyalty programs in recent months to drill deeper into customer data.

Marketers must use mobile to encourage brand loyalty

Ryan Joe

Brands must draw on a deluge of mobile-driven customer information in order to engage customers and encourage repeat business.

Marketers see CRM as the holiday gift that will keep on giving

Alex Palmer

Even though holiday sales numbers grab the headlines, many marketers see the shopping season as just the beginning of their relationship with a customer. Using the influx of first-time buyers as an opportunity to expand their databases and better understand consumer behavior, marketers are finding that effective CRM strategies can make it feel like Christmas all year long.

BMW gains mileage on hybrid campaign through CRM

Alex Palmer

BMW may sell hundreds of thousands of cars each year, but for its latest model, the all-electric commuter car ActiveE, it's looking for just 700 passionate consumers.

Know thy customer: behavioral tracking brings new granularity to segmentation

Amanda Green

The premise of customer database segmentation is that marketing and consumers are not one-size-fits-all. Traditionally, marketers segmented huge databases of customers by geography and purchase history.

Entertainment companies exploit Netflix  customer-relations flop to gain ground

Amanda Green

When Netflix announced new pricing plans in July, driving thousands of angry customers to complain or leave the service entirely, its competitors smelled blood in the water. Rivals such as Blockbuster and Redbox sought to take advantage of Netflix's CRM faux pas by reaching out to the company's disgruntled customers.

Brands award customers points and gain appeal through online rewards programs

David Ward

There was a time when customer loyalty programs doled out rewards in the form of goodies stocked in a faraway warehouse. However, companies are increasingly moving the tracking and redemption of points — as well as the actual rewards themselves — online, with chains including CVS, Rite Aid and Dunkin' Donuts making the leap.

Live chat boosts customer service, lead generation

David Ward

As live chat has improved due to advancing technology and a better understanding of how and when consumers want text-based contact, its role for online companies has expanded beyond simple customer service to include lead generation and customer-relationship management.

Toyota, Salesforce.com bring CRM to driver's seat

David Ward

Toyota Motor Corp. and Salesforce.com are partnering to bring CRM to a new frontier: the dashboards of consumers' automobiles. The companies said in late May that they will launch "Toyota Friend," a private social network using Salesforce Chatter, its social marketing tool, in Japan with electric and plug-in hybrid vehicles next year.

Brands walk fine line after sweepstakes campaigns

Esther D’Amico

Brands that retarget consumers after a sweepstakes campaign must work hard to remember a guiding principle of CRM: don't annoy the consumer.

Expedia's relaunched rewards program falls short of impressing travel marketers

Esther D'Amico

Online travel agency Expedia said in late March that its  relaunched rewards program was a game changer for travel consumers because it allowed them to earn points on hotels, flights, packages and activities regardless of which hotel or airline they used.

Brands turn to CRM collaboration tools

Esther D'Amico

Marketers are tapping into Facebook-like collaboration tools to improve their lead generation, CRM and internal communications performance. Salesforce.com, Yammer and  Constant Contact are among the service providers operating Web-based collaboration tools, and SAP plans to join them soon.

Brands turn to cloud CRM services

Alex Palmer

Technology companies, including Microsoft, HP and IBM, have unveiled plans in recent weeks to launch or expand in-the-cloud CRM services, reflecting the growing demand from marketers for more collaborative and timely data about clients and prospects.

Marketers use analytics to measure mobile

Juan Martinez

Marketers are beginning to mine data from mobile transactions and brand interactions with the same interest they glean information from other more traditional media sources.

Niche brands boost Facebook campaigns

Alex Palmer

Marketers' use of Facebook has exploded in recent months, and brands with niche audiences have begun to use the site's social media analytics to better understand their fans.

Make accurate customer data the center of loyalty efforts

David Northridge, VP, client retention, Experian QAS

Your customers are your most valuable asset. It will always be important to secure new customers, but businesses also need to leverage relationships with existing customers for up-selling and cross-selling opportunities.

Banks roll with new regulations for customer insight

Alex Palmer

Financial institutions are emphasizing transparency and choice, and trying to learn more about their customers, increase loyalty, and better target their offers in response to newly enacted federal financial regulations.

Using social for timely customer information

Alex Palmer

A number of technology providers have launched services, or expanded their existing ones, to help marketers sort through it the massive amounts of consumer data generated on a daily basis on Facebook, Twitter and other social media outlets.