A critical component of customer relationship management (CRM) - and yet often overlooked - is the cultivation of existing customers. We've seen it all too often; companies spend nearly all of their t..

December 2007Fred Reichheld, an American loyalty guru, has argued that the days of customer satisfaction surveys are over (Reichheld, 2003). Instead we should only be measuring customer loyalty. Accor..

This morning I received one of those calls that I hardly look forward to getting. You probably have had calls just like this: Hello Mrs. Stanley, this is ABC carpet cleaning company, and we're current..

Customer Retention marketing is a tactically-driven strategy to keep relationships with customers going and increase customer interest. This strategy relies on the study of customer behavior. Here are..