CRM Articles

Humana to Open Tempe Call Center
Apr 14, 2008
Humana will an 81,789-square-foot call center on April 21 in Tempe, AZ, according to the Phoenix Business Journal. ...

Post-Merger, Click Tactics and Intrasight Rebrand as ClickSquared
Apr 2, 2008
Click Tactics, Inc. and Intrasight, two relationship marketing services firms that merged last September, have rebranded themselves under a single name, ClickSquared. The company is based in Waltham, MA. ...

An Original or a Copy?
Apr 1, 2008, Richard H. Levey
Quick is FedEx Kinko's new business loyalty program the original or a copy? It's a little of both, actually. On April 2, the Dallas-based company is relaunching...

United Way Picks Clarity Group To Lead CRM Efforts
Mar 3, 2008
United Way of America has retained Clarity Group to develop customer relationship management practices within its national operation, as well as 11 local United Way organizations....

Churn Away
Mar 1, 2008, By Arthur Middleton Hughes
All industries suffer from voluntary churn — the loss of customers to some other company. But some get hit worse than others....

Canadian Call Centers Grow 28%
Feb 28, 2008
Canadian call centers experienced an annual average increase in revenue of nearly 28% between 1998 and 2006, according to Statistics Canada. ...

Credit Card Firms Mailing More to Customers: Report
Feb 19, 2008
Credit card marketers have begun using direct mail more to connect with current cardholders than to prospect for new ones, according to a report from Mintel Comperemedia....

OgilvyOne Named Agency of Record for Sears and Kmart
Jan 28, 2008
Ogilvy Worldwide's digital and direct marketing division, OgilvyOne has been selected to serve as the agency of record for Sears Holdings Corp., the parent company of Kmart and Sears, Roebuck and Co....

Potential Data Breech for J.C. Penney
Jan 28, 2008, By Tim Parry
(Multichannel Merchant) Credit card holders of general merchant J.C. Penney Co. are among the 650,000 customers whose personal information may have been compromised because of a lost back-up computer tape. ...

J.C. Penney to Close Customer Service Center: Reports
Jan 18, 2008
J.C. Penney will close its call center in Moosic, PA, and eliminate roughly 275 job, according to reports. ...

Bisnode Acquires Lundalogik
Dec 19, 2007
Bisnode, a Swedish digital marketing company, has acquired Lundalogik, a supplier of customer care and customer relationship management systems....

Live From NCDM: Sadh Gets Back To (Data)Basics
Dec 11, 2007, By Richard H. Levey
Customer relationship programs fail at an alarming rate -- 70%, said Devyani Sadh, quoting industry statistics. So why bother? Why go through the headaches of setting up a database marketing system at all? ...

Those Returns Better be Happy: Study
Dec 10, 2007
Nine out of 10 shoppers said a convenient returns policy is either important or somewhat important when deciding whether or not to shop with an unknown online merchant or cataloger, according to a study commissioned by returns management firm Newgistics. ...

Craig Hogan Joins Marketing Team At Scottrade
Nov 21, 2007
Scottrade, an online investment firm, has hired Craig Hogan to serve as director of customer intelligence, customer relationship management and reporting. ...

C3i Receives Incentives to Relocate Call Center
Nov 13, 2007
C3i Inc. has secured state funding to relocate its call center operations from Morristown, NJ to Plains, PA. ...

D&B Acquires CDI Provider Purisma
Nov 7, 2007
D&B has acquired Purisma, a consumer data integration (CDI) technology provider, for $48 million. ...

An Underserved Market
Nov 1, 2007, By Richard H. Levey
Around 40% of those classified as “emerging Hispanics” (those over age 21 with annual household incomes below $40,000) sign up for them, compared with 60% of the general population, according to a new study from loyalty marketing firm Colloquy....

Talk It Up
Nov 1, 2007, By Tom Rapsas
Any direct marketer worth his or her M.B.A. knows the importance of identifying a company's best customers — and keeping them happy. Since it can cost five to 10 times as much to acquire a new customer as it does to retain a current one, it's logical that DMers have to do everything in their power to recognize, reward and build long-term relationships with their top-tier clients....

Louis Ramery Named SVP Of Relationship Marketing At Sears Holdings
Oct 31, 2007
Louis Ramery will join Sears Holdings Corp. as senior vice president of customer relationship marketing for the company's Sears and Kmart operations, on Nov. 5. He will report to Maureen McGuire, Sears Holdings' CMO. ...

Dell Shutters Texas Call Center
Oct 8, 2007
Dell Computer Friday closed its call center in McGregor, TX, laying off as many as 500 people, according to wire service reports. ...

Merkle Hires Paul Bowman As Managing Director of Customer Strategies
Oct 3, 2007
Database marketing agency Merkle has hired Paul Bowman to serve as managing director of customer strategies....

THE CONVERSATION MATURES
Oct 1, 2007, By Beth Negus Viveiros
High-tech marketing is all grown up. From a marketing perspective, this means companies like Cisco have to be everywhere for their customers....

An Underserved Market
Oct 1, 2007, By Richard H. Levey
OK, we know it's a stereotype: Hispanics are loyal to their families. But not all are loyal to brands — at least not judging from their involvement in loyalty programs....

WORKER'S PARADISE
Oct 1, 2007, By Ken Magill
Tony Hsieh, CEO of online shoe merchant Zappos.com, asks each employee to write a 100- to 500-word description of the company's culture every year for...

Cluster Bombing
Oct 1, 2007, By David Shepard
Does this sound familiar? You work for a retailer with a large catalog and Internet business. Your bosses figure out that not all customers are the same when it comes to brand loyalty, and that their purchase behaviors reflect this disparity....

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