Customer loyalty and retention

Measuring customer loyalty and developing a retention strategy are critical to an organization's success. The organization that understands and manages customer loyalty has a leg up on its competition. This section includes a variety of resources, news, guides and tips to building strong customer loyalty in your organization. Get up to speed on customer loyalty-related definitions and terms. Read expert advice on how to create a sound strategy and build customer loyalty using new technology. Find out how marketers are using the Web to better connect with their customers. Learn about utilizing CRM software to build a loyalty program and identifying high-value customers in the call center. Read a chapter download on creating a customer-focused CRM strategy that can help build customer loyalty. Learn about B2B and B2C loyalty programs and how customer experience management relates to customer loyalty.

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Must read

  • Building customer loyalty: Four tips in four minutes Tutorial - Use these tips from Paul R. Timm's book "Technology and Customer Service: Profitable Relationship Building" to learn how to build customer loyalty with common technology tools: the call center, help desk, CRM and Web sites. Each of the four tips focuses...
  • How to build customer loyalty Learning Guide - Learn how to build customer loyalty and get tips for building a customer loyalty strategy in this section.
  • Customer loyalty case studies and industry-specific strategies Learning Guide - This section of the Customer Loyalty Learning Guide provides a look at other businesses that have implemented customer loyalty programs and examines innovative strategies and industry-specific challenges.
  • Customer loyalty through employee retention Ask the Expert - Learn how employee retention can positively impact customer loyalty in this expert tip from marketing guru Michael Lowenstein.

News:

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Expert Technical Advice:

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CRM Customer loyalty and retention Experts

Michael Lowenstein, VP and Senior Consultant, Customer Loyalty Management, Harris Interactive

  • Michael Lowenstein, VP and Senior Consultant, Customer Loyalty Management, Harris Interactive
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Don Peppers and Martha Rogers, Founding Partners, Peppers & Rogers Group

  • Don Peppers and Martha Rogers, Founding Partners, Peppers & Rogers Group
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Reference & Learning:

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  • The top 10 customer experience questions

    FAQ - Read our list of the top ten customer experience questions from expert Lior Arussy. Learn about customer experience mapping, the chief customer officer position and more.

  • How to improve the customer experience in 10 steps

    Special Report - Learn how to improve the customer experience with these ten customer experience initiatives any company can implement immediately.

  • Creating positive customer retention strategies

    Chapter Download - Is your organization deploying positive customer retention strategies or negative ones? In this chapter excerpt, learn about a number of positive customer retention strategies, including how to add customer-perceived value, create social and structural...

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White Papers

  • How to Maximize Revenue by Sending Targeted Promotions to Customers Published by: Infor CRM | 23 Oct 2009

    White Paper - This paper discusses the key obstacles that stand in the way of marketers garnering good insights into retention rates and customer profitability and presents a solution on how to overcome these obstacles. You'll also learn how to increase customer loyalty and retention while increasing revenue.

  • Focusing on High-Tech Manufacturers Published by: Infor CRM | 23 Oct 2009

    White Paper - This paper explores the idea that to effectively compete today and into the next generation, high-tech manufacturers must rethink their customer relationship management (CRM) strategies. Read on to learn the three strategies high-tech manufacturers must do if they want to be profitable tomorrow and in the years to come.

  • Next Generation Customer Focus: Strategies and Business Activities Necessary for World-Class Performance and Success Published by: Infor CRM | 23 Oct 2009

    Webcast - This paper focuses on consumer products manufacturers and the strategy of customer-focused innovation, exploring NGM study questions and examines business areas where customer-focused innovation has potential to influence performance outcomes. Read on to learn how ways to effectively identify and satisfy customer demand.

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Downloads:

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Definitions:

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  • loyalty punch card 23 Apr 2009

    Word - A loyalty punch card is a token that lets a customer earn free merchandise or discounts after a certain number of purchases.

  • loyalty card program 23 Apr 2009

    Word - A loyalty card program is an incentive plan that allows a retail business to gather data about its customers. The goal of a loyalty card program is to build repeat business by offering participating customers something that isn't available to...

  • transactional marketing 15 Apr 2009

    Word - Transactional marketing is a business strategy that focuses on single, "point of sale" transactions. The emphasis is on maximizing the efficiency and volume of individual sales rather than developing a relationship with the buyer. (Continued)

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See also -Topics Related to Customer loyalty:

Email marketing, Internet marketing, Marketing automation technology, Campaign management, Management strategies