Topic | CRM

(Multichannel Merchant) During the next five years, retail store sales are projected to grow by 2.4%. In contrast, e-commerce sales are expected to climb by 13%-14%.

Not too long ago I spent a day teaching a group of marketing professionals about loyalty marketing. Fun it was not.

Sure, many of the big players in direct response have embraced database marketing's best practices. They're extending analytic capabilities across all mediums and integrating marketing channels into a single file. But they'd better watch their backs: Small and mid-tier companies

AAA Insider, one of AAA Southern New England's newest member programs, is also one of its most effective. A year in, free-to-paid memberships are converting at nearly 95%, compared with the club's general renewal rate of around 89%.

Collette Vacations had a powerful marketing tool at its fingertips: A database of customer satisfaction survey responses, which also held information

CM Plus chatted recently with Dave Ratner, the "chief instigating officer" of Dave's Soda and Pet City, an Agawam, MA-based chain of pet supply stores (that, yes, also sells soda).

There are brands of food that we regularly buy, simply because (a) the cats like them, or (b) the vet suggested them. But despite all the times I've mailed or e-mailed in my contact information in the hopes of getting offers, coupons or whatever, nothing much ever came of it. Likewise for the brand of…

Selling products and services through multiple channels offers a number of touch points where you can gather information from customers or potential customers.

Most multichannel merchants know why customer satisfaction is important. It is understood that satisfied customers are more likely to make repeat purchases, shop more often, spend more money,

Most loyalty-marketing gurus agree that the only reason to run a loyalty program is to generate incremental profit. After all, if you’re not in marketing to make money, then you’re in the wrong business.