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To narrow down your selection of articles, click on the "AND" or "NOT" next to any of the categories below. Say you’re currently browsing entries in category "A", you can then drill down into entries that belong both to category A and another category, or belong to category A but not another category. For instance, you could list entries about demographics in the automotive sector, or entries about email marketing that are not about spam. Numbers in the columns below indicate how many entries the selected operation will narrow your query to. You can combine multiple intersection and exclusion criteria to further limit the number of entries.
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- Showing 1 - 7 of 7
Commentary: Contact Centers Can Use Social Networking Sites to Improve Customer Service
The following is a commentary from Aphrodite Brinsmead, customer interaction technologies analyst at Datamonitor, on the opportunity for contact centers to use social media to improve customer service. This material was syndicated with permission from Retailer Daily.
Twitter and Google as customer [...]
Posted: Wednesday, February 11th 2009
LL Bean: Best Customer Service Across All Formats
For providing great customer service, LL Bean is once again hailed as the No. 1 in retail, according to the fourth annual NRF Foundation/American Express Customers' Choice survey, conducted by BIGresearch, writes Retailer Daily.
Surveyed shopper [...]
Posted: Thursday, January 15th 2009
Back to Basics for Targeting CXOs
B2BMarketingBiz: How to Impress C-Level Executives with Guerilla Online Marketing
MarketingSherpa published another useful case study. It details the efforts of CRM consultants Iunctura.com to reach senior executives. I was struck in particular by this observation:"Regular executives (outside of CIOs) don't spend a lot of time surfing web sites. They are primarily information gatherers, foraging here and there fo [...]
Posted: Thursday, July 24th 2003
SiteCatalyst Does Wonders for MyFamily
MediaPost: Case Study: MyFamily.com Finds Marketing Accountability
Let's just put aside the fact that this is going to sound like an ad for SiteCatalyst, OK?
When Leo Burnett Technology Group went out of business in 2001 and all of us found ourselves out on the street, one enterprising art director set up a MyFamily page for us all to keep up to date and to network. Well, mostly, it was a place for us to just bitch about pa [...]
Posted: Friday, July 11th 2003
How Cisco Uses Email as a Personal Sales Tool
ClickZ: Leveraging One-to-One E-Mail Marketing
I've been paying attention to email marketing for a long time, and most companies do a really crap job of it. The direct marketing approach to email is so tired and futile in the face of spam. For a while now, I've been yammering that the true killer app for email is CRM. This case study is a brilliant example of that. Cisco, working with [...]
Posted: Thursday, June 26th 2003
Auto-Replenishment Secret to Some Etailers' Success
NYT: E-tailers Lock In Repeat Orders
A small but growing number of online retailers are rolling out so-called auto-replenishment programs, in which customers sign up for periodic shipments of everything from pet food and steaks to diapers and acne medicine. The programs require a fair amount of finesse on the part of retailers, as they determine exactly how many razor blades a typical man uses in a mo [...]
Posted: Monday, May 12th 2003
How Schwab Reduces Costs and Increased Profit With Email
eCRMGuide: Targeted E-mail: A Case in Point
MarketingFix reader Cezanne Huq wrote to complain that too much of our email coverage is about spam and not enough about best practices. So here you are, a great case study of how Charles Schwab has used email to reduce call center costs and increase customer profitability by over 30%. The piece extensively quotes Jim Nail, senior analyst for Forrester Research, and [...]
Posted: Saturday, April 26th 2003
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