Topic | CRM

Staying true to its mission of providing creative, confidence-building toys for children while continuing to expand its number of customer touch points has been integral to the success of Enfield, CT-based Lego,

Since there are fewer businesses in the world than there are people, B-to-B databases by nature are smaller than B-to-C. However, they're far more difficult to manage.

Faced with new customer types from search and affiliate programs, lower direct-buyer conversion rates, and higher overall costs, multichannel marketers are continually evaluating new strategies and techniques to maintain and improve acceptable levels of success. In the quest for the “next big thing” in marketing, many companies often overlook proven strategies that have the potential…

"In the universe, there are things that are known, and there are things that are unknown, and in between, there are doors," wrote William Blake. Those doors, according to a new white paper from database services provider Merkle, are key to "quantitative marketing."

Marketing to the lesbian, gay, bisexual, and transgender (LGBT) community isn't as difficult as quantifying the market. That was one conclusion you could draw from the Reaching Out conference held in February by students at Harvard Business School, MIT Sloan School of Management, and Yale School of Management.

Direct marketers put a huge amount of time and money into examining, testing, analyzing, and fine-tuning their marketing on a campaign-by-campaign basis. The results of a single campaign are judged by response rates, average spend amounts, and often, the ROI generated by that campaign.

While merchants and their customers believe that superior customer service is extremely important, the two differ on the most important customer service elements, according to a new national survey conducted by the NRF Foundation, an arm of the National Retail Federation, and the American Express Co.

According to CATALOG AGE’s Benchmark Report on Operations, which will appear in the April issue, a mean 35.5% of catalogers’ orders come via the Web. So it stands to reason that Internet buyers account for a growing share of catalogers’ print circulation

Having an emotional bond gives a marketer a license to go places with a consumer they wouldn't be welcome otherwise. As an example of this, Bob Wallach, senior vice president of marketing, refrigerated division, ConAgra Foods, cited the Walt Disney Company. Disney used the warm feelings the public had for its characters to make the…

Meeting the consumer's current needs isn't enough to guarantee success. According to Forrester Research, a marketer must also anticipate future needs. In a recently released report, Forrester analyst Christine Spivey Overby dubs this proactive approach "consumer-focused innovation" and outlines its three basic principles