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Martha Rogers talks about what a customer strategy is and isn't, gives some examples of companies that get it and those that don't, and explains in detail the steps necessary to shift an organisation to focus on its Return on Customer....
November 16, 2005
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Marketing Managers know it costs significantly less to retain and service existing customers than to prospect for-and acquire-new ones, but maximizing the customer benefit and value isn't feasible if an organization relies solely on the...
April 24, 2008
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Did you know that... *40% of users don’t return to a Website after a negative first experience? *About 50% of potential online sales are lost when users can’t find what they need? *As much as 50% of customer loyalty is attributed...
September 15, 2006
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David Norton talks about the issues in executing strategy, how to go about describing strategy, how alignment of performance drivers with customer value proposition is a source of competitive advantage, and how strategy is a hypothesis...
November 10, 2005
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: With a wealth of new service choices available to subscribers — and efficient, high-capacity new platforms from which to provide those services — these should be halcyon days for telecommunication service providers and their customers....
September 18, 2007
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How long does it take you to respond to your customer's e-mail inquiries? If you're not responding within 24 hours you could be losing money and customer confidence. In today's multi-channel environment, e-mail has become a critical...
May 20, 2004
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: Understand the value of investments in customer experience capabilities. Gain insights into the role of technology and business analytics in harnessing information to build more profitable and mutually-valuable experiences with customers....
November 23, 2009
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In years past, companies competed by being mostly product-centric. They organized their processes and resources based on the products and the systems that supported those products. Today, strategies based solely on products are yielding to customer-centric...
September 1, 2007
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To find out how one of the most successful retailers maintains loyal customers, join us as we discuss loyalty marketing and how Unica’s Affinium® Campaign solved critical challenges for Best Buy’s relationship marketing...
July 19, 2008
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What you will learn in this this Webcast: Why customers, not products, generate profits. How to spend money on your limited customer base in order to get the greatest return. How to manage the "value exchange" – the value you deliver...
July 27, 2007
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