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Nike Seeks CRM Boost From Tencent’s WeChat

Nike China announced to run its first marketing campaign on mobile messaging service. In August, Nike unveiled its own accounts on the hit service, which has more than 200 million registered users worldwide. The WeChat campaign is aimed at enhancing Nike’s one-on-one customer relationships, as its media manager pointed out that: WeChat is our ultimate Read more…

Unique CRM Practice – Cordarounds

Cordarounds is an online-only clothing company based in San Francisco. It started with two employees – Chris Lindland and his friend Enrique Landa. They manufacture HORIZONTAL corduroy pants and sell them online. Its business model may violate both the best practices of catalog industry and of classic e-commerce home page design, but Cordarounds receive national Read more…

Testing: Why Failure Must Be an Option

In today’s world, we are constantly being bombarded with e-mail. Some of it is important, relevant, and saved for future use. However, the majority of e-mail is deleted (junk e-mail came out of necessity). How many times have you clicked opt-out or unsubscribe only to get more e-mails from the same company weeks down the Read more…

CRM success: It’s all about the strategy

Customer relationship management helps you manage your company’s interactions with customers, clients and sales prospects. And, a well-managed process helps guarantee customer loyalty. The software you use is important. But unless you understand the strategies underlying the organization, automation and synchronization of your sales and marketing processes, you may find your CRM program dead in Read more…

What is Social CRM?

Social CRM is the evolution of traditional Customer Relationship Management systems adapted to social media. Paul Greenberg, a leading authority in this space, defines SCRM as “…designed to engage the customer in a collaborative conversation in order to provide a mutually beneficial value in a trusted and transparent business environment. It’s the company response to Read more…

SCRM – The New Kid on The Block

Every marketer is familiar with the term customer relationship management (CRM), the practice of “managing a company’s interactions with customers, clients and sales prospects” (Customer Relationship Management Wikipdedia). In fact, CRM was once a marketer’s best friend. However, there is a new kid on the block. Meet Social CRM (SCRM). SCRM is an extension of Read more…

Delivering Online Customer Experience Across Customer Touch Points

I define Brand as a perception—generated by the aggregate customer experiences across all touch-points and covering the entire customer lifecycle. Social media is just one customer-facing touch-point; there are other channels to deliver the numerous touch-point experiences. Real data generated from our work with clients and research on the global credit card customer experience, the Read more…

Victoria’s Secret: CRM as the Primary Marketing Tactic in Down Economy

Amy Stevenson, Associate VP, Customer Marketing at Victoria’s Secret, shared with the attendees of RAC 2009 Show in Las Vegas how Victoria’s Secret’s objectives, strategies and metrics have been fine tuned to address new consumer attitudes and behaviors in this economic climate. She discussed how to create the optimal marketing mix to maintain customer spending Read more…

9 CRM Elements of Building Lasting Customer Relationships

[E Commerce Times, 1/27/09} Building relationships is an important part of sales, and E-Commerce News offers tips for how to build them effectively. Among them: Know your customer by following their Facebook and Twitter feeds and by reading their blogs; compensate non-sales staff for sales they make; and pay the sales staff something besides commission. Read more…