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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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Feb. 01 2004




Reichheld RECONSIDERS

Imagine waking up midway through your career and realizing that all the prognostication, research and theorizing you had done was inconsequential. This

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Feb. 01 2004




Beef DMers Sidestep Mad Cow Fallout

If there has been a massive turning away from beef as a result of bovine spongiform encephalopathy (so-called mad cow disease), direct marketers that

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Feb. 01 2004




The Buzz About Hiving

Comfort and connection are what consumers crave the most these days. And is what they’re doing about it. Consumers are reaching out to connect with family,

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Feb. 01 2004




Reichheld RECONSIDERS

Imagine waking up midway through your career and realizing that all the prognostication, research and theorizing you had done was inconsequential. This

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Jan. 01 2004




Bloomingdale’s Goes for the Best

In detective novels of old, dropping a dime on someone meant placing a tip-off call to the police. But when Bloomingdale’s drops a dime, the only booking

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Dec. 01 2003




SNOW BUSINESS

There are some factors of resort management that Intrawest Corp. just can’t control. Take the weather, for example. Fresh powder can’t be guaranteed for

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Nov. 01 2003




Visible Means of Support

In May, Victoria’s Secret began a mailing to existing customers for one of its house-line bras. The company based its marketing decision on an earlier,

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Nov. 01 2003




Another CRM Saab Story

Two years ago, Saab examined its prospect market and realized it could not outspend its much larger competitors in general advertising outreach. But the

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Oct. 15 2003




Expounding on Expanding

What do marketers want from their customer relationship management service vendors limited, but best-of-breed offerings, or one-stop shops? To a certain

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Oct. 15 2003




A Database for Bacchus

The Skalli family hopes that its 20% to 30% growth mandate will have American wine drinkers seeing red specifically, the Cabernet Sauvignons or Merlots

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