Required Reading: Avoid Dealing with Difficult Customers
Some customers are just worth letting go, regardless of their monetary value.
Should Businesses Review Customers?
Reverse reviews hold customers accountable for their behaviors.
Customer Satisfaction Plunges Again
American Customer Satisfaction Index sees one of its biggest drops in 20 years.
Is Kid-Targeted Marketing Unethical?
With children going online more often, Internet advertising comes under scrutiny.
IBM Smarter Commerce Summit: IBM Attends to the Customer Experience
Smarter Commerce Summit shows companies that moments matter.
Sensor Data Expands Possibilities for BI
We're entering the age of "personal analytics."
Airline Loyalty Programs in Flux
Consumers and airlines rethink their commitments to each other.
DMA13: Marketers Must Carefully Consider Big Data Strategies
Speakers suggest using unstructured data to keep customers' trust and to listen to their needs.
Is There Life After Death for Loyalty Points?
Colloquy report shows varying bequeathing policies for leading airline, hotel, and credit card loyalty programs.
Turn Customers Into Raving Fans
It's not about points or rewards cards.
Social, Local, Mobile Transcend Business Searches
Consumers increasingly search for local businesses on mobile devices.
Companies Now Compete on Information
Businesses that embrace "being useful" will win out.
SAS Ramps Up High-Performance Analytics
Premier Business Leadership Series 2012 foretells the future of big data.
Catching up with Your Customers
Restaurants struggle to reach their increasingly tech-savvy customers.
Being Hospitable Means Being Social
Hotel chains open communities to communicate with guests.
Tablets and Smartphones Transform the In-Store Customer Experience
Retailers hope to give consumers new incentives to shop at brick-and-mortar stores
Hotels Go Mobile for a Better Stay
Properties create apps to reach prospective guests and the ones they have
CRM on Twitter: September 2009
How United Airlines learned that customer dissatisfaction + social media = a first-class pain.
On the Scene: Clarity Is SAP’s New Enterprise
SAPPHIRE '09: SAP executives stressed the emerging need for transparency among all enterprises. Did the message ring true?
Do You Know Your URLs?
Not every marketing effort includes a campaign-specific Web address -- but some of the ones that do aren't doing a very good job of connecting to the main brand.