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Loyalty/ CRM

Benchmarking Your “Customer Relationship Maturity Level”

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Successful customer relationships are based on active listening. As customers have more access to new channels to learn about products and services, their expectations

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Dec. 09 2002




Live from NCDM: Winners and Losers in the Loyalty Game

Burger King thought it was in CRM heaven when it started its BK Rewards program a short time ago. A press release stated that the initiative would “drive

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Dec. 09 2002




Live from NCDM: The Case for Consumer-Centricism

What looked on paper like an $18 million profit for Chase’s Group Sales program was actually an $18 million loss for the entire company. But the loss

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Dec. 01 2002




Direct From the Consumer: Patience Is a Profit Center

In the business of direct marketing, we are always in a hurry. We hustle our mailers out the door to be the first to arrive. We perk up our offers with

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Nov. 15 2002




How to Solve the CRM Puzzle

Customer relationship management has been around long enough that companies have begun codifying best-practice strategies. A recent study from Carlson

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Nov. 15 2002




Laying a Firm Foundation

You’ve seen the headlines: 40% return on Acme’s latest database marketing campaign! If Acme can do that, we can too, says your boss. Do it next week.

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Nov. 01 2002




One-to-One Upmanship

You’ve heard the old joke a woman says to her friend, What a wonderful son I have. He goes to a psychiatrist twice a week, and all he can talk about is

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Nov. 01 2002




Brown & Williamson Invests in CRM

Brown & Williamson Tobacco Corp. has signed a five-year, eight-figure contract with KnowledgeBase Marketing Inc. for customer relationship management

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Nov. 01 2002




Collectible DATA

Unlike Superman or Wonder Woman, Batman doesn’t have special powers. Still, many consider the Dark Knight to be one of the great superheroes, if not perhaps

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Nov. 01 2002




Getting Close to Proximity

My company is currently involved in a database project for an automotive client that needs to select customers and prospects who live within a given radius

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Nov. 01 2002




Check Your Alignment

Two business ventures were launched. Both sold the same products at a comparable price. Both spent considerably on packaging and advertising. Both developed

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