Additional Resources
- Why Proactive Customer Care
- Too often, contact centers are seen purely as cost centers. Proactive customer care can help turn this around. Not only can it contribute to cutting costs, but it can also have a huge impact on long-term customer satisfaction and loyalty. Proactive customer care can help to control call volume, maximize...
- Tags: Aspect Software Inc., Call Centers, Product Marketing, Customer Relationship Management (CRM), Branding, It Operations, Marketing, Enterprise Software, Software
- Webcasts
- Customer Loyalty: The New Competitive Advantage
- Customer loyalty might be the only sustainable competitive advantage, especially in challenging economic times. Yet, so few businesses understand how to create customer loyalty that the average U.S. company loses half of its customer base every five years. Hence the need for a systematic approach to this competitive differentiator and...
- Tags: Competitive Advantage, Customer Loyalty, Strategy, Management
- White papers 2006-08-01
- How to... Implement Business Scenarios for Customer Loyalty Management
- Customer Loyalty Management is an important business scenario within Customer Relationship Management. It is of particular importance when businesses deal with consumers ("Business to Consumer scenarios" or B2C). Marketing experts have proposed to introduce "Loyalty Accounts" for this purpose. This paper explains how to implement Customer Loyalty Management on the...
- Tags: SAP AG, Customer Loyalty Management, B2C, E-business/E-Commerce, Internet
- White papers 2004-08-01
- SAS Helps Wachovia Grow Customer Satisfaction and Loyalty
- Heightened competition in the financial services industry is driving Wachovia Corp. and other institutions to become more customer-focused. With help from SAS, Wachovia, one of the largest providers of financial services to retail, brokerage and corporate customers, has achieved increased customer loyalty and profitability since placing an emphasis on customer...
- Tags: SAS Institute, Customer Satisfaction, Wachovia Corp., Product Marketing, Marketing
- Case studies
- Structured Neural Network Techniques for Modeling Loyalty and Profitability
- Customer satisfaction and customer loyalty are related to key measures of financial performance for firms. The ability to find key drivers for predicting loyalty and profitability is an important step in developing marketing strategies that lead to high quality, long-term relationship with customers. Traditional techniques for modeling the network of...
- Tags: Technique, Neural Network, Profitability, Modeling, Research & Development, Productivity, Business Operations
- White papers 2005-03-09
- Online Transaction Troubles?
- Your organization can build customer loyalty by offering customers a high-quality online experience. In turn, satisfied customers provide a long-term value of repeat business, often allowing for more reinvestment in IT. Unfortunately, poor Web application performance can result in lost customer loyalty and revenues. This Quest Software white paper...
- Tags: Performance, Information Technology, Web Application, Quest Software Inc., Customer Loyalty, Performance Management, Strategy, Human Resources, Workforce Management, Management
- White papers 2006-08-11
- The Loyalty Connection: Secrets to Customer Retention and Increased Profits
- Do you know how to stop customer churn? Although most business leaders say they are devoted to loyalty, their management systems and budgets don't back that up, according to new CRMGuru.com research. Yet, loyalty experts agree that it is more cost-effective to retain customers than to acquire them. In this...
- Tags: Customer Retention, RightNow Technologies, Leadership, Management
- White papers 2005-03-01
- Five Reasons Why... Proactive Customer Care Means Customer Loyalty
- Too often, call centers are seen purely as cost centers. In these instances, making Customer Service Reps (CSRs) more productive by shaving minutes, even seconds, off every call is the name of the game, with the goal of potentially saving hundreds of thousands of dollars on call resolution time annually....
- Tags: Aspect Software Inc., Customer Service, Call-center, Call Centers, Customer Relationship Management (CRM), Product Marketing, It Operations, Enterprise Software, Software, Marketing
- White papers 2005-11-29
- Ensuring Customer Loyalty: Designing Next-Generation Loyalty Programs
- Loyalty programs are everywhere in business. Customers interact with them multiple times almost every day - whether shopping at a grocery store, buying a cup of coffee, flying on an airline, staying at a hotel, or paying a cell phone bill. In other words, companies have become convinced that it...
- Tags: Loyalty Program, Food & Beverage, Manufacturing
- White papers 2005-02-01
- Customer Intelligence in Retail: No Loyalty Card? - No Problem
- The presenter of this webcast explains the retail Customer Loyalty Management Cycle and shows how it sets the agenda for generating and using Customer Intelligence to improve business performance. The presenter shows how customer intelligence - essential for "doing things better" - is also a vital prerequisite for generating the...
- Tags: Card, SAS Institute, Customer Intelligence, Customer Loyalty Management Cycle
- Webcasts
- Don't Just Compete...Win! - New Research and Best Practices for Differentiating Your Loyalty Program
- This webcast provides research-driven insight into the attitudes of affluent consumers toward loyalty programs, and frequent shopper programs in particular. The presenters of this webcast provides an in-depth understanding of the impact of loyalty programs on the retail industry and explains four customer-focused best practices for differentiating a loyalty program...
- Tags: Webcast, SAS Institute, Best Practice, Loyalty Program, Digital Media, Consumer Electronics, Personal Technology
- Webcasts
- Driving Profitable Customer Relationships With Loyalty Programs
- Watch this Web seminar replay to hear thought leaders from Siebel Systems, Inc. and IBM highlighting solutions for these issues facing communications, media, and energy industries today. Topics include: A customer case study, how effective customer life cycle and loyalty management programs have reduced churn, reduced retention cost, and increased...
- Tags: Siebel Systems Inc., Roi/Tco, Advertising & Promotion, Finance, Managerial Accounting, Marketing
- Webcasts
- Going Beyond CRM to Strengthen Customer Loyalty and Improve Revenue: Ensure That the Value Chain Is Working Efficiently
- CRM is essential for managing the transactional aspects of the customer relationship, but it is no longer enough. Executives seeking to build customer loyalty, improve market agility, and manage their brands across global markets are finding that customer experience management offers both a solution to address the challenges of today...
- Tags: Revenue, Value Chain, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software
- White papers 2006-07-01
- Successful CRM: Turning Customer Loyalty into Profitability
- In this white paper, you'll learn why listening to the voice of the customer is so crucial to CRM success--and how genuine customer loyalty impacts corporate profitability. You'll also find out what the latest research indicates about the gap between potential and actual CRM benefits, and the four key drivers...
- Tags: RightNow Technologies, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software
- White papers 2004-10-01
- Customer Centered Service: What It Is and How to Implement
- Repeat business from the existing customer base is the best kind of business a person can have. And the best way to ensure repeat business is to treat the customers right. This paper introduces the notion of Customer Centered Service, a new and exciting way to increase customer loyalty and,...
- Tags: Customer, eGain Communications Corp., Customer Centered Service, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers 2006-05-10
- Choice Hotels Canada Makes Room for Customer Loyalty
- Choice Hotels Canada is the largest hotel chain in Canada with more than 270 properties open or under development. Choice Hotels Canada needed a tool to standardize and verify the contact information for close to 200,000 people in its loyalty program. The company chose DataFlux solutions running in real-time to...
- Tags: SAS Institute, Canada, Choice Hotels Canada
- Case studies
- mySAP CRM Generates Added Transparency to Help Improve User Acceptance, Realize Customer Potential, and Increase Customer Loyalty
- Infraserv GmbH & Co. Hochst KG - based in Frankfurt, Germany, and one of Europe's leading industrial site operators and service providers - upgraded to the latest version of the mySAP Customer Relationship Management (mySAP CRM) solution. As a result, Infraserv improved user acceptance and increased customer loyalty and acquisition...
- Tags: mySAP, mySAP CRM, CRM, Customer Relationship Management (CRM), Enterprise Software, Software
- Case studies
- Building Customer Connections: Increase Customer Loyalty by Simplifying How People Work Together to Deliver Value
- This whitepaper outlines some of nowadays challenges and trends as companies work to create the optimal customer experience and achieve anticipated value from their Customer Relationship Management (CRM) investments. Consistent with positions taken by leading analysts such as Gartner3, CRM is more than a one-time initiative or system implementation project....
- Tags: CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software
- White papers 2006-11-01
- Developing Customer Contact Strategies
- One of the keys to success in customer relationships is the design and execution of a customer-focused contact strategy. To be most effective, the contact strategy should be segment-specific, multi-dimensional, actionable, and measurable. Companies can have a more meaningful interaction with customers based on a multi-dimensional, segment-specific contact strategy. An...
- Tags: Strategy, Management
- White papers
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