 | Loyalty Marketing for the Internet Age: How to Identify, Attract, Serve, and Retain Customers in an E-Commerce Environment |
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Product Description
Companies cannot afford to give their customers away. But according to e-commerce experts, 70% of all e-transactions never go through due to customer frustration
As the explosive ECRM (Electronic Customer Relationship Management) methodology comes into its own, every business dealing with customers electronically is learning that no matter what size the business, retaining customers is the key to long-term financial success. By bringing together marketing, sales, service, and other divisions with state-of-the-art electronic customer relationship management tools, companies are able to learn about their customers' behavior and customize their products or services to meet each and every customer's unique requirements. They will be able to reduce the cost of sales while simultaneously increasing customer loyalty.
By following the best practices of web-based customer communications strategies, developing a business process devoted to customer loyalty, and putting the necessary infrastructure in place, companies will be able to:
*leverage the Internet to increase customer loyalty and increase profits
*identify the best and most appropriate customer relationship marketing practices
*attract the most loyal prospects and customers
*serve customers via multiple levels of interaction, contact, and dialogue-building,
*simplify interactions in order to increase loyalty
*retain the most profitable customers by anticipating and meeting their specific and unique needs
Product Details
- Amazon Sales Rank: #2675615 in Books
- Published on: 2000-01
- Original language: English
- Number of items: 1
- Binding: Paperback
- 345 pages
Editorial Reviews
Review
...a savvy, smart, and strategic plan for any company that intends to compete in the Information Age. -- Tom Murphy, author of Web Rules: How the Internet Is Changing the Way Consumers Make Choices, and Vice President for Product Development at infoUSA.com
A basic course in the elements of loyalty marketing interpreted for e-business managers. -- The Business Reader Review, October 2000
Insightful, well organized, and easy to read ... a detailed roadmap for navigating the complex issues of building a customer-centric e-business... -- David B. Fowler, Vice President, Marketing, Kana Communications Inc.
This comprehensive guide to the sometimes confusing subject of eCRM provides clear instructions, success stories and action steps. -- Melissa Campanelli, Entrepreneur Magazine, January 2001
From the Publisher
Customer Loyalty Is Often the Difference between Success and Failure for a Business.
Loyalty Marketing for the Internet Age provides specific, easy-to-follow directions to assist you in gaining customer loyalty by creating and implementing cost-effective strategies to strengthen the bonds of customer loyalty in the e-commerce environment. Loyalty Marketing for the Internet Age includes, among others, these user-friendly tools to take advantage of the online revolution:
* Practical checklists, hands-on activities, and action plans
* Success stories that illustrate the best practices
* A thorough glossary to help you wade through the techno-speak
* An exhaustive “Software Solutions” section that identifies the right computer applications for the right tasks
About the Author
Kathleen Sindell, Ph.D., an expert on electronic commerce, is a popular speaker and an adjunct faculty member at the Johns Hopkins University MBA program. She is the author of numerous popular, academic and professional books, articles and websites. A dynamic consultant, speaker, writer, and scholar, Sindell is regularly tapped as an e-commerce expert on CNNfn, The Nightly Business Report, and at popular online and print outlets.
