Posts Tagged ROI
A ROI-Oriented Social Media Strategy
October 7th, 2010When social media were first established as a marketing tool, businesses treated it with an experimental mentality, trying to figure out what works and what does not work. But as social media start to reach a mass market of consumers and more businesses are adding their Facebook pages and Twitter accounts everyday, poking around with [...]
Loyalty Program Design Fundamentals Part I
March 24th, 2010If you are a loyalty program manager, most likely you will agree that a loyalty program can be an expensive exercise. Not only does it require a substantial infrastructure and a large amount of human time to support, but also once started it is difficult to pull the plug without violating customer good will. Therefore, it is critical to design a loyalty program so that it will encourage customer participation and achieve maximum business benefits. In this two-part series, I would like to discuss some key points in this area. In this first part, I will discuss what are the design factors that a loyalty manager should consider. Next week, I will talk about what academic research has taught us about some of the design factors.
Social CRM — Opportunities and Challenges
March 11th, 2010In this blog, I would like to offer a primer on social CRM (or sCRM for short) and discuss the opportunities and currently unresolved challenges associated with implementing sCRM in practice.
