CRM

• Agencies

  AOL Leaves Tech Support Out of the Loop

  (Magilla Marketing) AOL subscribers reportedly weren

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  From Good to Great: Best Practices in Analytics

  What does it take to produce great analytics? Some would say it’s all about the right data, tools and techniques. But let’s assume that you have all that. What do you do then?

• Agencies

  The Enterprise Story—Measuring What Matters

  Turnberry Isle Resort, Florida, 1996. The mood at the Enterprise Rent-A-Car senior management retreat should have been festive. But the opening presentation at the meeting hit a sobering note. Customer-satisfaction scores were flatlining.

• Agencies

  The Long View: Why E-Mail Metrics Are Different

  Are you in the process of moving some of your direct mail dollars to e-mail? Here’s a tip: the metrics are different.

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  Retail ROI: Fuel Costs Hurt, Training Costs Help

  Look for employee training and inventory and supply management systems to appear high on corporate wish lists this holiday season: These two investments deliver the highest returns, according to a survey of retailers.

• Agencies

  Survey Sheds Light on Employee Rewards ROI

  While firms acknowledge that employee rewards—
  like health benefits, training programs, and paid leave—are a cost of doing business, few are able to quantifiably gauge the impact of those rewards.

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  ROI Buffet

  Executive coaching yields ROI nearly six times its cost, according to a new study from consultancy N2growth.

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  Placing Sure Bets on Customer Knowledge

  Yes, traditional mass-marketing tactics are alive and well. At the same time, to help compensate for audience fragmentation and boost their house advantage, smart companies are infusing more customer knowledge into their marketing decisions.

• Agencies

  Marketing Performance Management: The Case for Customer Experience Management

  Customer relationship management (CRM) attempts to pull together a sense of reality in brand, relationships, and loyalty. But CRM requires a massive investment and organizational change to adopt more and more robust technology and processes.

• Agencies

  COLLOQUY Corner: The Yin and Yang of Loyalty Marketing

  Once you’ve decided to collect and use customer data in your marketing efforts, how do you encourage customers to raise their hands and ask to be identified through your program?