Friday - May 8, 2009
Driven by the housing market landslide and seizure of the global credit markets, economies the world over have slipped into retrenchment and recession. Many organizations are tightening capital and expense budgets, closing locations, shortening hours or reducing staff. Still others are tempted to reduce the level of service and support they extend to customers in stores and through contact centers. The simple fact is this: Reducing customer service is the last thing companies should do in a recession.
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Thursday - April 30, 2009
Several years ago, while selling software in the British telecom market, I met the CMO of a smallish network operator. He described the issues his business was facing, and when I asked him his churn rate, he replied, almost casually, that it was "about normal for our industry: 37 percent." He must have seen my jaw drop.
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Wednesday - April 22, 2009
Online retailers are facing new challenges today. While more people are shopping online, there are more sites for comparison shopping, and in this difficult economy, people are spending less. Price discounting may help create sales now, but if it is the foundation of your customer acquisition and retention strategy, you may not achieve the long-term results you're after.
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Thursday - March 26, 2009
The dismal state of the economy is causing companies everywhere to reassess their marketing budgets to ensure that they're allocating their limited marketing funds in the most productive ways possible. In many cases, this means curtailing, postponing or even eliminating previously planned marketing expenditures.
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Thursday - March 19, 2009
As organizations are reducing their budgets due to the current economic climate, they are looking to maximize their return on investment, and a recent Aberdeen Group study shows that technology solutions that would allow these organizations to experience improvements in end-user experience without adding more bandwidth capacity would resonate with their needs.
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Wednesday - March 18, 2009
Have you shopped online in the past month? Week? Day? If you are like a majority of the American population, you likely answered yes to one, if not all, of those questions. Consumers appreciate the ease and convenience that online retail offers, but with this convenience often comes disappointment during the shipping process.
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Tuesday - March 3, 2009
This year promises to be one of the most challenging in recent memory for online retail. The strategies and tactics that online retailers have relied upon in the past will not work in this harsher, new consumer climate. This year will clearly separate winners from losers.
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Wednesday - February 4, 2009
"Understand what keeps the customer up at night." Those words from Bob Regnerus hit at the heart of successful e-commerce transactions. Regnerus, an online marketing consultant and author of the recent book, "Big Ticket eCommerce: How to Sell High-Priced Products and Services Using the Internet," offers his insight into successful e-commerce transactions.
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Thursday - January 29, 2009
The budget cuts and spending freezes resulting from the current economic downturn have reduced the number of legitimate opportunities for sales representatives; therefore, organizations are placing a renewed emphasis on cutting costs and customer retention to combat certain economic realities.
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Friday - January 23, 2009
It's no secret that customers aren't buying much these days. The economic engines have locked and stalled, leaving businesses everywhere in freefall. While companies around the globe are jettisoning anything they can to slow the descent, none are ditching CRM. In fact, CRM may be the last remaining parachute: a fact realized during earlier turbulence.
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