Posts Tagged Customer Relationship Management
Loyalty Program Design Fundamentals Part II
March 31st, 2010Last week, I wrote about the key loyalty program design factors that a loyalty manager should consider. In the second part of this series, I’d like to review what we know about effective loyalty program design from published academic research. I should start by saying that this area is still pretty new. So we don’t [...]
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.
Loyalty Programs and CRM — Insights from Marketing Science 2009 Conference
June 15th, 2009At the INFORMS Marketing Science 2009 Conference, I presented my current research project on the effects of loyalty program expiration policy change. For those who missed the conference, here’s a summary of what I presented. I have also included the summary of the other two research projects that were presented during the same session. Shortening [...]
