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Customer relationship management

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Article

This event report outlines how Carnival Corporation, the cruise-line group, is delivering personalized experiences to guests using wearable tech and smart software.

Article

This event report outlines how Staples, the retailer, is seeking to drive revenues through tapping new technologies.

Article

This event report covers how Domino’s, the pizza chain, is leveraging new digital technologies to connect with consumers and drive sales.

Article

This event report outlines how Chipotle, the restaurant chain, survived a brand crisis.

News

CHICAGO: After video footage of a United Airlines passenger being forcibly removed from an overbooked flight was posted online, the actions of the airline's chief executive officer in backing his staff and describing the passenger as "disruptive ...

Article

This article posits that marketers must remember that they are in the business of building customer relationships and that the best brands behave as butlers.

Article

In this article, the author warns brands against overestimating the customer's desire for enhanced customer experience management.

Article

This event report outlines how Capital One, the financial-services provider, is moving into the chatbot space.

Article

The article explores how Woolworths, one of Australia's biggest grocery retails, successfully relaunched its loyalty scheme with a personalisation focus after the company was forced to abandon an unpopular change.

Article

This article highlights how a good online experience wins through efficiency and transparency, and by optimising for every device and customer group, allowing online retailers to keep customers engaged and avoid basket abandonment.

News

SINGAPORE: Consumers in Singapore are showing signs of disengagement from traditional loyalty programmes with a quarter (24%) reporting that their expectations of brand loyalty have completely changed, a global study has found.

Article

This article explores how organisations can find new opportunities for business, and develop a stronger brand, by rallying around the needs and the data of consumers.

News

SHANGHAI: Brands, including Mondelez and Moleskine, are using a huge influx of new Chinese customers on Singles Day to fuel their data and CRM marketing efforts through the rest of the year.

Article

This article outlines how brands need to redesign the customer experience to give consumers the feeling that exchanging their personal information is worthwhile, by seeking permission through creative engagement.

Article

This event report outlines how Boeing, the aerospace group, builds deep relationships with key clients through a Customer Advisory Board.

Article

This event report describes how the multinational oil and gas company Shell faces increasing challenges, as margins are squeezed and competition increases; to differentiate, it learned to understand its customers better.

Research Paper

The focus of this paper is on levels of service failure and recovery strategies in relation to UK online fashion retailers.

Article

The article outlines how Mondelez, Moleskine and Secoo are using Single's Day, the world's biggest e-commerce event, as a starting point to grow their e-commerce presence in China with CRM and data-driven strategies.

Article

This event report describes how Zurich, the multinational insurance provider, has integrated artificial intelligence into its customer service offering.

News

EMEA: Marketers in Europe and South Africa are eager to embrace the possibilities offered by virtual reality and chatbots, new research suggests, but they have work to do in organising their data to make the best use of these.

News

LONDON: Poor-quality customer contact data could be costing UK organisations almost 6% of annual revenues, a new study has claimed.

Article

This article explores the current thinking and writing on the subject of customer-centricity, the ethos that places good service and customer-experience at the heart of a brand's strategy.

Article

The paper describes how Camelot, the operator of the UK's National Lottery, has revived its online customer feedback questionnaires to measure all aspects of its web experience, which in turn became a key indicator of revenues.

Article

This article looks at how Heathrow Airport, London's main and the UK's largest airport, transformed its service by taking a holistic view of the passenger journey.

Research Paper

This viewpoint discusses the misuse of Importance-Performance Analysis (IPA). The authors argue that in contemporary IPA research importance is rarely regarded as a multidimensional concept despite the topic being debated since the late 1960s.