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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  • 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.
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  • Tips for customer service and sales to build customer trust

    Podcast - Get tips to improve customer interaction and build customer trust in this podcast. Learn how to train employees on the importance of trust and how to measure the effectiveness of customer service initiatives.

  • Using Web 2.0 technology to build customer loyalty

    Podcast - Web 2.0 technologies are changing the way companies build customer loyalty and customer satisfaction. In this podcast, Don Peppers talks about Web 2.0 technology must-haves, how to use social networks to improve customer satisfaction and how customer...

  • Relationship marketing and customer equity with Don Peppers

    Podcast - Find out how relationship marketing and customer equity are linked in this podcast. Learn the difference between relationship marketing and transactional marketing.

  • Secrets to success in using technology to optimize your online customer experience

    Podcast - Get tips for optimizing the online customer experience through technology in this podcast with expert Martha Rogers. Learn how to deploy online self-service technology effectively.

  • Understanding customer trust and its impact on the customer experience

    Podcast - Get help understanding customer trust and its impact on the customer experience in this podcast. Learn how to improve the customer experience by building customer trust.

  • Building a customer strategy with Martha Rogers

    Podcast - According to experts, a customer strategy should always be designed in the customer's best interest. In this podcast, expert Martha Rogers gives tips for updating customer strategies, building a customer strategy from scratch and adjusting an employee...

  • Building the trust of customers with Don Peppers

    Podcast - There are many methods for building the trust of customers, but which work the best? In this installment of our Creating Customer Value podcast series, Don Peppers discusses the effectiveness of customer testimonials and word of mouth. He provides tips...

  • Customer complaint management with Don Peppers

    Podcast - Analyzing customer behavior is tricky, since a customer's behavior includes more than just their purchasing patterns. In this podcast, Don Peppers gives tips for tracking customer behavior, measuring a call center's ability to maximize customer...

  • Creating value for customers and shareholders with Martha Rogers

    Podcast - According to experts, customer loyalty and shareholder value go hand-in-hand -- you can't expect to improve one without improving the other. In this month's podcast, Martha Rogers discusses the link between customer trust, customer loyalty and...

  • Customer value management with Don Peppers

    Podcast - Every organization approaches customer value management in a different way. Business size, industry and company type are just a few of the factors that impact the way an organization creates value for its customers. In the August installment of our...

See also -Topics Related to Customer loyalty:

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