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| b2b loyalty program case study: Retailing in the 21st Century Manfred Krafft, Murali K. Mantrala, 2009-12-17 With crisp and insightful contributions from 47 of the world’s leading experts in various facets of retailing, Retailing in the 21st Century offers in one book a compendium of state-of-the-art, cutting-edge knowledge to guide successful retailing in the new millennium. In our competitive world, retailing is an exciting, complex and critical sector of business in most developed as well as emerging economies. Today, the retailing industry is being buffeted by a number of forces simultaneously, for example the growth of online retailing and the advent of ‘radio frequency identification’ (RFID) technology. Making sense of it all is not easy but of vital importance to retailing practitioners, analysts and policymakers. |
| b2b loyalty program case study: The Loyalty Leap for B2B Bryan Pearson, 2013-07-09 The bestselling author of The Loyalty Leap applies the principles of customer intimacy to a business-to-business context. Since the publication of New York Times bestseller The Loyalty Leap, Bryan Pearson’s customer loyalty approach to marketing has changed the way many organizations use their customer data. Small coffee shops and large corporations have applied the Loyalty Leap principles to effectively deliver mutual value to customers. But many readers have asked the same question: “How can I apply these lessons in a business-to-business context?” While the principles outlined in The Loyalty Leap hold true whether the customer is an individual or a business, the application of the Loyalty Leap steps can vary. While an individual might respond favorably to one sales pitch, a large corporation with a complicated sales chain might respond very differently. Drawing on his own experience and extensive research, Pearson helps B2B marketers avoid the pitfalls of loyalty marketing to businesses. He helps marketers segment their market into small business, large enterprise, and channel marketers, and explains how a customer loyalty plan can be adapted for each segment. Sharing case studies of successful B2B loyalty initiatives from leaders such as American Express, PHX, Teradata and Salesforce.com, he shows that B2B organizations can successfully take The Loyalty Leap. The Loyalty Leap for B2B is a practical guide that will help you cultivate loyalty among your business customers. |
| b2b loyalty program case study: Developing Insights on Branding in the B2B Context Nikolina Koporcic, Maria Ivanova-Gongne, Anna-Greta Nyström, Jan-Åke Törnroos, 2018-08-09 This book presents an in-depth exploration of contemporary business-to-business branding practices. Bringing together both theoretical and practical views on the subject, the editors curate a range of business case studies, offering guidance on strategy in B2B contexts, use of the brand, how mistakes can be avoided, and which channels to use. |
| b2b loyalty program case study: Winning on Purpose Fred Reichheld, Darci Darnell, Maureen Burns, 2021-12-07 Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton. Now, Reichheld has raised the bar yet again. In Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Why? Because when customers feel this love, they come back for more and bring their friends—generating good profits. This is NPS 3.0 and it puts a new take on the age-old Golden Rule—treat customers the way you would want a loved one treated—at the heart of enduring business success. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries. But winning on purpose isn't easy. Reichheld also explains why many NPS practitioners achieve just a small fraction of the system's full potential, and he presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable, complementary accounting measure that can truly leverage the power of NPS. With keen insight and moving personal stories, Reichheld advances the thinking and practice of NPS. Winning on Purpose is your indispensable guide for inspiring customer love within your own teams and using Net Promoter to achieve both personal and business success. |
| b2b loyalty program case study: Loyalty Schemes in Retailing Nicolas Hoffmann, 2013 To test the impact of stand-alone vs. multi-partner programs on customer loyalty, management interviews were conducted and a survey with 1,150 German customers of two fuel station chains was carried out. Stand-alone programs were found to excel at generating behavioral and attitudinal loyalty, as well as positive word-of-mouth. |
| b2b loyalty program case study: The Loyalty Leap For B2B Bryan Pearson, 2013-07-09 The bestselling author of The Loyalty Leap applies the principles of customer intimacy to a business-to-business context. Since the publication of New York Times bestseller The Loyalty Leap, Bryan Pearson’s customer loyalty approach to marketing has changed the way many organizations use their customer data. Small coffee shops and large corporations have applied the Loyalty Leap principles to effectively deliver mutual value to customers. But many readers have asked the same question: “How can I apply these lessons in a business-to-business context?” While the principles outlined in The Loyalty Leap hold true whether the customer is an individual or a business, the application of the Loyalty Leap steps can vary. While an individual might respond favorably to one sales pitch, a large corporation with a complicated sales chain might respond very differently. Drawing on his own experience and extensive research, Pearson helps B2B marketers avoid the pitfalls of loyalty marketing to businesses. He helps marketers segment their market into small business, large enterprise, and channel marketers, and explains how a customer loyalty plan can be adapted for each segment. Sharing case studies of successful B2B loyalty initiatives from leaders such as American Express, PHX, Teradata and Salesforce.com, he shows that B2B organizations can successfully take The Loyalty Leap. The Loyalty Leap for B2B is a practical guide that will help you cultivate loyalty among your business customers |
| b2b loyalty program case study: Practical Text Mining and Statistical Analysis for Non-structured Text Data Applications Gary Miner, 2012-01-11 The world contains an unimaginably vast amount of digital information which is getting ever vaster ever more rapidly. This makes it possible to do many things that previously could not be done: spot business trends, prevent diseases, combat crime and so on. Managed well, the textual data can be used to unlock new sources of economic value, provide fresh insights into science and hold governments to account. As the Internet expands and our natural capacity to process the unstructured text that it contains diminishes, the value of text mining for information retrieval and search will increase dramatically. This comprehensive professional reference brings together all the information, tools and methods a professional will need to efficiently use text mining applications and statistical analysis. The Handbook of Practical Text Mining and Statistical Analysis for Non-structured Text Data Applications presents a comprehensive how- to reference that shows the user how to conduct text mining and statistically analyze results. In addition to providing an in-depth examination of core text mining and link detection tools, methods and operations, the book examines advanced preprocessing techniques, knowledge representation considerations, and visualization approaches. Finally, the book explores current real-world, mission-critical applications of text mining and link detection using real world example tutorials in such varied fields as corporate, finance, business intelligence, genomics research, and counterterrorism activities-- |
| b2b loyalty program case study: The Wallet Allocation Rule Timothy L. Keiningham, Lerzan Aksoy, Luke Williams, Alexander J. Buoye, 2015-02-02 Customer Loyalty Isn't Enough—Grow Your Share of Wallet The Wallet Allocation Rule is a revolutionary, definitive guide for winning the battle for share of customers' hearts, minds, and wallets. Backed by rock-solid science published in the Harvard Business Review and MIT Sloan Management Review, this landmark book introduces a new and rigorously tested approach—the Wallet Allocation Rule—that is proven to link to the most important measure of customer loyalty: share of wallet. Companies currently spend billions of dollars each year measuring and managing metrics like customer satisfaction and Net Promoter Score (NPS) to improve customer loyalty. These metrics, however, have almost no correlation to share of wallet. As a result, the returns on investments designed to improve the customer experience are frequently near zero, even negative. With The Wallet Allocation Rule, managers finally have the missing link to business growth within their grasp—the ability to link their existing metrics to the share of spending that customers allocate to their brands. Learn why improving satisfaction (or NPS) does not improve share. Apply the Wallet Allocation Rule to discover what really drives customer spending. Uncover new metrics that really matter to achieve growth. By applying the Wallet Allocation Rule, managers get real insight into the money they currently get from their customers, the money available to be earned by them, and what it takes to get it. The Wallet Allocation Rule provides managers with a blueprint for sustainable long-term growth. |
| b2b loyalty program case study: The Journey Mapping Playbook Jerry Angrave, 2020-09-30 The Journey Mapping Playbook: A practical guide to preparing, facilitating and unlocking the value of customer journey mapping A valuable guide in helping you build stronger customer experience programmes by developing effective customer experience strategies. Customer journey mapping is a vital tool used by Customer Experience professionals around the world. The journey map is crucial in understanding and managing the customer's perception of your service or brand at critical touchpoints and prioritising how to improve that experience. Journey mapping also shows where great experiences currently exist within the company and how they should be celebrated or protected. The danger in not journey mapping or getting it wrong is having no meaningful purpose and no consensus around what actions to take or why. At best, you risk wasting time, and effort or, at worst, handing your advantage over to your competitor. What should a customer journey map envisage? How should you use it? And how do you plan, facilitate then demonstrate the value of journey mapping by providing a compelling argument within the organisation to make changes? The Journey Mapping Playbook is an accessible how-to-do-it toolkit aimed at customer experience (CX) and marketing professionals who wish to improve their customer and employee experience. Jerry Angrave, a Customer and Passenger Experience Director who works across many sectors, including aviation and travel, financial services, professional services, and manufacturing, provides insight and practical guidance on planning, facilitating, and delivering a strategic journey mapping workshop. In this playbook, you will learn how to: Define journey mapping; Understand why a journey map is commercially important; Prioritise which journeys to focus on and how; Decide whom to invite and which tools to prepare; Plan for an effective session; Make every stage of the journey relevant and purposeful; What to do at the output of the workshop to ensure you get the most out of them; Build an ongoing programme; Nurture better and more profitable customer experiences. This book is for you if: You are a customer experience or marketing professional; You are in the early stages of building a rewarding career in customer experience; The Journey Mapping Playbook is a practical guide, presented in striking colour, with downloadable worksheets and frameworks to help you prepare, plan and run your workshop. Events around the book Link to a De Gruyter Online Event in which the author Jerry Angrave and founder & CEO of Empathyce, together with Ian Golding, Global Customer Experience Specialist; Sarah Corney, Head of Digital Experience, CIPD, London; and Nathalie Wickens, Customer Experience Manager, Cardiff Airport, discuss how business professionals can develop confidence with Customer Journey Mapping by making business decisions which are aligned with the experiences of the people they serve: https://youtu.be/s64kDe1dm2Y |
| b2b loyalty program case study: New Insights on Trust in Business-to-Business Relationships Houcine Akrout, Karine Raies, Arch G. Woodside, 2019-08-15 New Insights on Trust in Business-to-Business Relationships provides readers with advanced original insights on trust antecedents, processes and consequences within the B2B marketing context and offers practical tools alongside suggestions for future research. |
| b2b loyalty program case study: How Brands Grow Byron Sharp, 2010-03-11 This book provides evidence-based answers to the key questions asked by marketers every day. Tackling issues such as how brands grow, how advertising really works, what price promotions really do and how loyalty programs really affect loyalty, How Brands Grow presents decades of research in a style that is written for marketing professionals to grow their brands. |
| b2b loyalty program case study: Drilling Down: Turning Customer Data into Profits with a Spreadsheet Jim Novo, 2004-06-18 I spend a lot of time in marketing-oriented discussion lists. If you do, you probably also sense the incredible frustration of people who keep asking about using their customer data to retain customers and increase profits. Everybody knows they should be doing it, but can't find out how to do it. Consultants and agencies make this process sound like some kind of black magic, something you can't possibly do yourself. I disagree. I think the average business owner can do a perfectly decent job creating profiles and using them to retain customers and drive profits. Thus the book. The examples provided are Internet specific, but the methods can be used in any business where customer data is available. This book is about the down-and-dirty, nitty-gritty art of taking chunks of data generated by your customers and making sense of it, getting it to speak to you, creating insight into what types of marketing or general business actions you can take to make your business more profitable. We'll be talking about action-oriented ideas you can generate on your own to drive sales and profits, ideas that will reveal themselves by analyzing your own customer data, using only a spreadsheet. We have all heard how important it is to collect customer data, to know your customer. What I don't hear much about is what exactly you DO with all that data once you have collected it. How is it used? What exactly is Drilling Down into the data supposed to tell me, and what am I looking for when I get there? For that matter, what data should I be collecting and how will I use it when I have it? And how much is this process going to cost me? The following list outlines what you will learn and be able to do after reading the Drilling Down book: --What data is important to collect about a customer and what data is not --How to create action-oriented customer profiles with an Excel spreadsheet --How to use these profiles to plan marketing promotions --How to use these profiles to define the future value of your customers --How to use these profiles to measure the general health of your business --How to use these profiles to encourage customers to do what you want them to --How to predict when a customer is about to defect and leave you --How to increase your profits while decreasing your marketing costs --How to design high ROI (Return on Investment) marketing promotions How to blow away investors with predictions of the future profitability of your business Table of Contents Chapter 1: What's a Customer Profile? Chapter 2: Data-Driven Marketing - Customer Retention Basics Chapter 3: The Language of Data, The Science of Profit Chapter 4: Interactivity Changes the Rules of the Game Chapter 5: How to Build a Customer Profiling Spreadsheet Chapter 6: How to Profile (Score) Your Customers Chapter 7: Marketing Using Customer Scores - Basic Approach Chapter 8: Using Customer Characteristics and Multiple Scores Chapter 9: Watching Scores over Time - Customer LifeCycles Chapter 10: Customer Scoring Grids - Profiling on Steroids Chapter 11: Calculating and Using LifeTime Value in Promotions Chapter 12: Turning Profiles into Profits - the Staging Area Chapter 13: Turning Profiles into Profits - the Financial Model Chapter 14: Turning Profiles into Profits - Financial Tweaks Chapter 15: Measuring Success in Best Customer Promotions Chapter 16: Some Final Thoughts Seasonal Adjustments to Marketing Promotions Don't Fight Customer Behavior CRM Software and Customer Scoring Data-Driven Marketing Program Descriptions There's more! Automate the basic customer scoring process on large groups of customers. Use the software included free with this edition! Windows OS and MS Access and Excel required to run the software. |
| b2b loyalty program case study: Customer Loyalty and Brand Management María Jesús Yagüe Guillén, Natalia Rubio, 2019-09-23 Loyalty is one of the main assets of a brand. In today’s markets, achieving and maintaining loyal customers has become an increasingly complex challenge for brands due to the widespread acceptance and adoption of diverse technologies by which customers communicate with brands. Customers use different channels (physical, web, apps, social media) to seek information about a brand, communicate with it, chat about the brand and purchase its products. Firms are thus continuously changing and adapting their processes to provide customers with agile communication channels and coherent, integrated brand experiences through the different channels in which customers are present. In this context, understanding how brand management can improve value co-creation and multichannel experience—among other issues—and contribute to improving a brand’s portfolio of loyal customers constitutes an area of special interest for academics and marketing professionals. This Special Issue explores new areas of customer loyalty and brand management, providing new insights into the field. Both concepts have evolved over the last decade to encompass such concepts and practices as brand image, experiences, multichannel context, multimedia platforms and value co-creation, as well as relational variables such as trust, engagement and identification (among others). |
| b2b loyalty program case study: Why Startups Fail Tom Eisenmann, 2021-03-30 If you want your startup to succeed, you need to understand why startups fail. “Whether you’re a first-time founder or looking to bring innovation into a corporate environment, Why Startups Fail is essential reading.”—Eric Ries, founder and CEO, LTSE, and New York Times bestselling author of The Lean Startup and The Startup Way Why do startups fail? That question caught Harvard Business School professor Tom Eisenmann by surprise when he realized he couldn’t answer it. So he launched a multiyear research project to find out. In Why Startups Fail, Eisenmann reveals his findings: six distinct patterns that account for the vast majority of startup failures. • Bad Bedfellows. Startup success is thought to rest largely on the founder’s talents and instincts. But the wrong team, investors, or partners can sink a venture just as quickly. • False Starts. In following the oft-cited advice to “fail fast” and to “launch before you’re ready,” founders risk wasting time and capital on the wrong solutions. • False Promises. Success with early adopters can be misleading and give founders unwarranted confidence to expand. • Speed Traps. Despite the pressure to “get big fast,” hypergrowth can spell disaster for even the most promising ventures. • Help Wanted. Rapidly scaling startups need lots of capital and talent, but they can make mistakes that leave them suddenly in short supply of both. • Cascading Miracles. Silicon Valley exhorts entrepreneurs to dream big. But the bigger the vision, the more things that can go wrong. Drawing on fascinating stories of ventures that failed to fulfill their early promise—from a home-furnishings retailer to a concierge dog-walking service, from a dating app to the inventor of a sophisticated social robot, from a fashion brand to a startup deploying a vast network of charging stations for electric vehicles—Eisenmann offers frameworks for detecting when a venture is vulnerable to these patterns, along with a wealth of strategies and tactics for avoiding them. A must-read for founders at any stage of their entrepreneurial journey, Why Startups Fail is not merely a guide to preventing failure but also a roadmap charting the path to startup success. |
| b2b loyalty program case study: Customer Relationship Management V. Kumar, Werner Reinartz, 2018-05-15 This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain. |
| b2b loyalty program case study: Managing Customers for Profit V. Kumar, 2008 Leading marketing expert V. Kumar shows how to use Customer Lifetime Value (CLV) to target customers with higher profit potential...manage and reward existing customers based on their profitability...and invest in high-profit customers to prevent attrition and ensure future profitability. Kumar introduces customer-centric approaches to allocating marketing resources for maximum effectiveness...pitching the right products to the right customers at the right time...determining when a customer is likely to leave, and whether to intervene...managing multichannel shopping...even calculating a customer's referral value. |
| b2b loyalty program case study: Management in Virtual Environments Grzegorz Mazurek (ed.), 2015-05-05 The following publication consists of 12 case studies, which encompass various aspects of the ICT impact on contemporary businesses, focusing – among other things – on such concepts as: crowdsourcing, the internet of things, design thinking, digital entertainment, e-commerce, online and off-line distribution or social media marketing. |
| b2b loyalty program case study: B2B Brand Management Philip Kotler, Waldemar Pfoertsch, 2006-09-22 This is one of the first books to probe deeply into the art and science of branding industrial products. The book comes at a time when more industrial companies need to start using branding in a sophisticated way. It provides the concepts, the theory, and dozens of cases illustrating the successful branding of industrial goods. It offers strategies for a successful development of branding concepts for business markets and explains the benefits and the value a business, product or service provides to industrial customers. As industrial companies are turning to branding this book provides the best practices and hands-on advice for B2B brand management. |
| b2b loyalty program case study: The Effortless Experience Matthew Dixon, Nick Toman, Rick DeLisi, 2013-09-12 Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. |
| b2b loyalty program case study: Customer Loyalty and Supply Chain Management Ivan Russo, Ilenia Confente, 2017-08-03 Many business-to-business (B2B) managers think that customers act rationally and base decisions mostly on price, customer loyalty isn’t considered. Companies outsource various activities, which enable them to improve efficiency, reduce costs, focus more on core competencies and improve their innovation capabilities. Supply Chain Management synchronizes the efforts of all parties—particularly suppliers, manufacturers, retailers, dealers, customers—involved in achieving customer’s needs. Despite much research, the relationship between customer loyalty and the supply chain strategy remains insufficiently explored and understood by practitioners and academics, while the theme has been extensively developed within marketing literature. Customer Loyalty and Supply Chain Management is the result of years of work by the authors on different projects concerning the overlapping areas of supply chains, logistics and marketing, drawing a connection between the literature to provide a holistic picture of the customer loyalty framework. Emphasis is given to the B2B context, where recent research has provided some clues to support the fact that investment in operations, new technologies and organizational strategy have had a significant role in understanding B2B loyalty, particularly in the context of global supply chains. Moreover, the book provides a modernized and predictive model of B2B loyalty, showing a different methodological approach that aims at capturing the complexity of the phenomenon. This book will be a useful resource for professionals and scholars from across the supply chain who are interested in exploring the dimension of customer loyalty in the challenging supplier and customer context. |
| b2b loyalty program case study: Advanced Digital Marketing Strategies in a Data-Driven Era Saura, Jose Ramon, 2021-06-25 In the last decade, the use of data sciences in the digital marketing environment has increased. Digital marketing has transformed how companies communicate with their customers around the world. The increase in the use of social networks and how users communicate with companies on the internet has given rise to new business models based on the bidirectionality of communication between companies and internet users. Digital marketing, new business models, data-driven approaches, online advertising campaigns, and other digital strategies have gathered user opinions and comments through this new online channel. In this way, companies are beginning to see the digital ecosystem as not only the present but also the future. However, despite these advances, relevant evidence on the measures to improve the management of data sciences in digital marketing remains scarce. Advanced Digital Marketing Strategies in a Data-Driven Era contains high-quality research that presents a holistic overview of the main applications of data sciences to digital marketing and generates insights related to the creation of innovative data mining and knowledge discovery techniques applied to traditional and digital marketing strategies. The book analyzes how companies are adopting these new data-driven methods and how these strategies influence digital marketing. Discussing topics such as digital strategies, social media marketing, big data, marketing analytics, and data sciences, this book is essential for marketers, digital marketers, advertisers, brand managers, managers, executives, social media analysts, IT specialists, data scientists, students, researchers, and academicians in the field. |
| b2b loyalty program case study: Customer Relationship Management: A Databased Approach Kumar, 2009-07 Customer Relationship Management: A Data based Approach offers the promise of maximized profits for today s highly competitive businesses. This innovative book provides readers with the tools and techniques to effectively use CRM. It emphasizes the utilization of database marketing in order to build strong and profitable customer relationships. Kumar first describes how to implement database marketing and then looks at recent advances in CRM applications. Critical marketing issues like optimum resource allocation, purchase sequence, and the link between acquisition, retentions, and profitability are also examined on the basis of empirical findings.· CRM, Database Marketing, and Customer Value· CRM Industry Landscape· Strategic CRM· Implementing the CRM Strategy· Introduction to Customer-Based Marketing Metrics· Customer Value Metrics-Concepts and Practices· Using Databases· Designing Loyalty Programs· Effectiveness of Loyalty Programs· Data Mining· Campaign Management· Applications of Database Marketing in B-to-C and B-to-B Scenarios· Application of the Customer Value Framework to Marketing Decisions· Impact of CRM on Marketing Channels |
| b2b loyalty program case study: Advances in Human Factors, Business Management and Leadership Jussi Ilari Kantola, Salman Nazir, Vesa Salminen, 2020-06-30 This book analyzes new theories and practical approaches for promoting excellence in human resource management and leadership. It shows how the principles of creating shared value can be applied to ensure faster learning, training, business development and social renewal. In particular, it presents novel methods and tools for tackling the complexity of management and learning in both business organizations and society. Discussing ontologies, intelligent management systems, and methods for creating knowledge and value added, it offers novel insights into time management and operations optimization, as well as advanced methods for evaluating customers’ satisfaction and conscious experience. Based on two AHFE 2020 Virtual Conferences: the AHFE 2020 Conference on Human Factors, Business Management and Society and the AHFE 2020 Conference on Human Factors in Management and Leadership, held on July 16–20, 2020, the book provides researchers and professionals with extensive information, practical tools and inspiring ideas for achieving excellence in a broad spectrum of business and societal activities. |
| b2b loyalty program case study: The Loyalty Effect Frederick F. Reichheld, Thomas Teal, 1996 U.S. corporations now lose half their customers in five years, half their employees in four, and half their investors in less than one. The Loyalty Effect reveals the secrets of successful companies which base their business strategies on loyal relationships. Reichheld lays out the principles that connect value creation, loyalty, growth, and profits, and shows how great companies have used these principles to build loyal customers, loyal employees, and loyal owners. |
| b2b loyalty program case study: Handbook of Research on Promoting Logistics and Supply Chain Resilience Through Digital Transformation Masudin, Ilyas, Almunawar, Mohammad Nabil, Restuputri, Dian Palupi, Sud-On, Ploy, 2022-11-25 Adoption of new technologies in logistics and supply chain processes is crucial for the continued effectiveness of supply chains. Technology has the potential to address the issue of logistics and supply chain visibility throughout the supply chain, from raw materials through manufacturers and end users. When properly implemented, improved forecasting of inventory levels, employee productivity, adequate accountability, and higher warehouse savings are all possible. Additionally, businesses must upskill their supply chain workers and recruit and manage digital talent in cross-functional teams. The Handbook of Research on Promoting Logistics and Supply Chain Resilience Through Digital Transformation discusses the ways in which global logistics and supply chains have been severely disrupted by digital technology transformation. The book helps policymakers in designing a resilient framework that can absorb external shocks like the COVID-19 pandemic and also enhances the performance and operational capability of the logistics and supply chain network. Covering topics such as oil and gas maintenance support, stakeholder management, and business optimization strategy, this major reference work is essential for logistics professionals, business leaders and executives, IT managers, government officials, manufacturers, students and faculty of higher education, librarians, researchers, and academicians. |
| b2b loyalty program case study: Leading Loyalty Sandy Rogers, Leena Rinne, Shawn Moon, 2019-04-16 In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans. To thrive in today’s economy, it’s not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase more—they’ll talk you up to everyone they know. But what turns casual customers into passionate promoters and lifelong buyers? Loyalty experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier. Full of eye-opening examples and practical tools, Leading Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and: Make warm, authentic connections Ask the right questions and listen to learn Discover the real job to be done Take ownership of the customer’s issue Follow up and strengthen the relationship Share insights openly and kindly Surprise people with unexpected extras Model, teach, and reinforce these essential behaviors through weekly team huddles It’s time to invest in building loyalty. Leading Loyalty reveals the principles and practices of everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof. |
| b2b loyalty program case study: Loyalty Programs Philip Shelper, Stacey Lyons, Max Savransky, Scott Harrison, Ryan De Boer, 2023-08 Loyalty programs are highly prevalent around the world. They are available to consumers and businesses across most industries, and play a critical role in generating engagement with brands.Loyalty Programs: The Complete Guide combines a wide range of academic research, loyalty psychology and industry expertise to deliver a comprehensive and global view of all aspects of loyalty programs. Supported by over 150 case studies, it features:?The history of loyalty programs?Do loyalty programs work? An academic research review?Loyalty psychology, biases and heuristics?Loyalty program design frameworks and rewards?Business-to-business (B2B) loyalty program approaches?Member data capture, analysis and usage?Loyalty technology and emerging capabilities?Loyalty marketing and member lifecycle management?Games and gamification?Monetisation and commercial modelling?Security and fraud risks and mitigations, and legal considerations?Loyalty program operations?The future of loyaltyPhilip Shelper has extensive experience within the loyalty industry, including roles at Qantas Frequent Flyer and Vodafone, as well as running leading loyalty consulting agency, Loyalty & Reward Co. Phil is also the author of Blockchain Loyalty: Disrupting loyalty and reinventing marketing using blockchain and cryptocurrencies.www.rewardco.com.au |
| b2b loyalty program case study: Customer-Centric Marketing Strategies: Tools for Building Organizational Performance Kaufmann, Hans-Ruediger, 2012-11-30 As customer orientation continues to gain importance in the marketing field, there has been a growing concern for organizations to implement effective customer centric policies. Customer-Centric Marketing Strategies: Tools for Building Organizational Performance provides a more conceptual understanding on customer-centric marketing strategies as well as revealing the success factors of these concepts. This book will discuss how to improve the organizations financial and marketing performance. |
| b2b loyalty program case study: Service Profit Chain W. Earl Sasser, Leonard A. Schlesinger, James L. Heskett, 1997-04-10 In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal service excellence books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the depth of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee satisfaction mirror and the customer value equation to achieve a customer's eye view of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a balanced scorecard of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal best practice information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management. |
| b2b loyalty program case study: Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies Eid, Riyad, 2013-03-31 Due to the growth of internet and mobile applications, relationship marketing continues to evolve as technology offers more collaborative and social communication opportunities. Managing Customer Trust, Satisfaction, and Loyalty through Information Communication highlights technologys involvement with business processes in different sectors and industries while identifying marketing activities that are affected by its usage. This reference is a vital source for organizational managers, executives, and professionals, as well as academics and students interested in this constantly changing field. |
| b2b loyalty program case study: Handbook of Services Marketing and Management Teresa Swartz, Dawn Iacobucci, 2000 This is a comprehensive, practical and theoretical guide to the latest thinking in the foundations of services. The authors present contributions from the world''s leading experts on services marketing and management.' |
| b2b loyalty program case study: The Case for B2b Branding Bob Lamons, 2005 THE CASE FOR B2B BRANDING: PULLING AWAY FROM THE BUSINESS-TO-BUSINESS PACK takes an in-depth look at more than 20 companies with enviable branding track records, allowing you to learn from industry's best. It also delivers an effective seven-step process for developing a strong brand in the business-to-business segment. While competition increases, product differences are fading. Backed by relevant examples and intriguing case histories,this book illustrates the need for branding to be a fundamental business strategy. This thought-provoking, case-filled book is packed with practical insights, illustrations, tips, and tools you can immediately put into action to create stronger, more valuable brands. |
| b2b loyalty program case study: Conscious Capitalism, With a New Preface by the Authors John Mackey, Rajendra Sisodia, 2014-01-07 The bestselling book, now with a new preface by the authors At once a bold defense and reimagining of capitalism and a blueprint for a new system for doing business, Conscious Capitalism is for anyone hoping to build a more cooperative, humane, and positive future. Whole Foods Market cofounder John Mackey and professor and Conscious Capitalism, Inc. cofounder Raj Sisodia argue that both business and capitalism are inherently good, and they use some of today’s best-known and most successful companies to illustrate their point. From Southwest Airlines, UPS, and Tata to Costco, Panera, Google, the Container Store, and Amazon, today’s organizations are creating value for all stakeholders—including customers, employees, suppliers, investors, society, and the environment. Read this book and you’ll better understand how four specific tenets—higher purpose, stakeholder integration, conscious leadership, and conscious culture and management—can help build strong businesses, move capitalism closer to its highest potential, and foster a more positive environment for all of us. |
| b2b loyalty program case study: Global Branding: Breakthroughs in Research and Practice Management Association, Information Resources, 2019-07-05 To survive in today’s competitive and globalized business environment, marketing professionals must look to develop innovative methods of reaching their customers and stakeholders. Examining the relationship between culture and marketing can provide companies with the data they need to expand their reach and increase their profits. Global Branding: Breakthroughs in Research and Practice provides international insights into marketing strategies and techniques employed to create and sustain a globally recognized brand. Highlighting a range of pertinent topics such as brand communication, consumer engagement, and product innovation, this publication is an ideal reference source for business executives, marketing professionals, business managers, academicians, and researchers actively involved in the marketing industry. |
| b2b loyalty program case study: Handbook of Business-to-Business Marketing Lilien, Gary L., Petersen, Andrew J., Wuyts, Stefan, 2022-07-15 This path-breaking Handbook is targeted primarily at marketing academics and graduate students who want a comprehensive overview of the academic state of the business-to-business marketing domain. It will also prove an invaluable resource for forward-thinking business-to-business practitioners who want to be aware of the current state of knowledge in their domains. |
| b2b loyalty program case study: Developing B2B Social Communities Margaret Brooks, John Lovett, Sam Creek, 2013-09-30 Developing B2B Social Communities: Keys to Growth, Innovation, and Customer Loyalty explains why business-to-business companies need a robust online community strategy to survive and flourish in today’s changing economy and shows you how to design and execute your company’s strategy successfully. Seminars, publications, market research, and customer care centers remain important tools in every B2B firm’s toolbox for understanding, attracting, and serving customers while keeping them loyal. But in a world of fierce global price competition, increasing transparency of business practices, and ever-rising complexity, these traditional customer interaction channels are no longer enough for most B2B companies. That’s why smart organizations—both large and small—are tapping into online communities to gain a huge competitive advantage: the ability to get much closer to customers and become more valuable to them. Developing B2B Social Communities delves into the generators of business value in online communities: immediate customer access to expert information within the company and from other customers; inexpensive delivery of custom technical help; demonstrations of how customers can to get the most from their products; and forums where customers can share tips, air gripes, reveal unmet needs, and suggest improvements. Three veteran community managers show you how to harness the knowledge of the crowd to help shape your company’s strategic direction, develop new products and services, identify trends, sell more, serve customers more efficiently, and provide better product support. Fleshing out precepts with real-world examples and case studies, the authors detail the transformational opportunities—and pitfalls—for creating online communities. |
| b2b loyalty program case study: Market Response Models Dominique M. Hanssens, Leonard J. Parsons, Randall L. Schultz, 2005-12-19 From 1976 to the beginning of the millennium—covering the quarter-century life span of this book and its predecessor—something remarkable has happened to market response research: it has become practice. Academics who teach in professional fields, like we do, dream of such things. Imagine the satisfaction of knowing that your work has been incorporated into the decision-making routine of brand managers, that category management relies on techniques you developed, that marketing management believes in something you struggled to establish in their minds. It’s not just us that we are talking about. This pride must be shared by all of the researchers who pioneered the simple concept that the determinants of sales could be found if someone just looked for them. Of course, economists had always studied demand. But the project of extending demand analysis would fall to marketing researchers, now called marketing scientists for good reason, who saw that in reality the marketing mix was more than price; it was advertising, sales force effort, distribution, promotion, and every other decision variable that potentially affected sales. The bibliography of this book supports the notion that the academic research in marketing led the way. The journey was difficult, sometimes halting, but ultimately market response research advanced and then insinuated itself into the fabric of modern management. |
| b2b loyalty program case study: Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification Rajat Paharia, 2013-05-31 Learn the secret to using big data and gamification to motivate, engage, and engender true loyalty among your customers, employees, and partners As our lives move online and nearly everything we do is being mediated by technology, all of our activity is generating reams of data – we are all “walking data generators.” Loyalty 3.0 reveals how to combine this “big data” with the latest understanding of human motivation to power gamification - the data-driven motivational techniques used by game designers to stimulate engagement, participation, and activity. With this potent combination, businesses now have a powerful engine for creating true loyalty among their customers, employees, and partners, and for generating a sustainable competitive advantage in their markets. Loyalty 3.0 is a book that will redefine how you think about loyalty, and will open your eyes to the power of data to engage and motivate anyone, anywhere. Rajat Paharia created the gamification industry in 2007 as the founder and Chief Product Officer at Bunchball, which has been recognized as an industry leader and innovator by Fast Company, TechCrunch, MSNBC, Forbes, and many others. Prior to Bunchball, Rajat worked at the intersection of technology, design, and user experience at world-renowned design firm IDEO. |
| b2b loyalty program case study: Building Routes to Customers Peter Raulerson, Jean-Claude Malraison, Antoine Leboyer, 2009-04-05 Building Routes to Customers explains the powerful “Routes-to-Market” approach for driving profitable growth. World-class organizations including IBM, Microsoft, HP, Cisco, Hitachi, Adobe and Plantronics, and hundreds of smaller companies, have adopted RTM to develop and execute highly successful go-to-market strategies and tactics. With a step-by-step approach and dozens of examples, the authors show how you can use RTM to: (1) Determine the optimal level of spending for each function in marketing, sales and customer service, for each market segment, product and service. (2) Optimize your marketing mix and sales and distribution channels to maximize revenue and profitability throughout the product life cycle. (3) Get everyone in product management, marketing, sales, customer service, and your distribution partners aligned and working together to maximize results. (4) Get the right products and services to the right customers at the right time. (5) Retain existing customers and create profitable new ones. |
| b2b loyalty program case study: Digital and Social Media Marketing Nripendra P. Rana, Emma L. Slade, Ganesh P. Sahu, Hatice Kizgin, Nitish Singh, Bidit Dey, Anabel Gutierrez, Yogesh K. Dwivedi, 2019-11-11 This book examines issues and implications of digital and social media marketing for emerging markets. These markets necessitate substantial adaptations of developed theories and approaches employed in the Western world. The book investigates problems specific to emerging markets, while identifying new theoretical constructs and practical applications of digital marketing. It addresses topics such as electronic word of mouth (eWOM), demographic differences in digital marketing, mobile marketing, search engine advertising, among others. A radical increase in both temporal and geographical reach is empowering consumers to exert influence on brands, products, and services. Information and Communication Technologies (ICTs) and digital media are having a significant impact on the way people communicate and fulfil their socio-economic, emotional and material needs. These technologies are also being harnessed by businesses for various purposes including distribution and selling of goods, retailing of consumer services, customer relationship management, and influencing consumer behaviour by employing digital marketing practices. This book considers this, as it examines the practice and research related to digital and social media marketing. |
B2B模式、B2C模式、C2C模式分别是什么含义? - 知乎
b2b模式的劣势包括： 竞争激烈 ：B2B市场上存在激烈的竞争，需要企业具备更高的专业水平和更好的服务才能脱颖而出。 交易流程复杂 ：B2B交易往往涉及多个环节，包括询价、议价、签 …
国内的哪些 b2b 平台口碑很好？ - 知乎
本文将分析国内几家口碑良好的b2b平台，探讨它们在市场竞争中的优势和特点。 阿里巴巴：作为国内最大的b2b平台之一，阿里巴巴凭借其广泛的供应商资源和庞大的买家群体，在国内b2b …
目前国内的B2B平台有哪些？ - 知乎
Apr 7, 2019 · 提到b2b平台，阿里巴巴当然首屈一指，也是天花板般的存在。 它是由马云着手创建的平台，也是截止目前做得最大最成功的B2B平台，最早入驻的企业早就赚到了人生中的第一 …
B2B和B2C有什么区别？ - 知乎
b2b的客户在采购的时候是完全理性的，往往会货比300家，而b2c的顾客虽然也会货比三家，但是非常感性。 B2B的客户，他们简单粗暴。 下单的时候，直接在微信上告诉你，要几件这、几 …
亚马逊B2B怎么个操作流程？？后期运营和B2C一样吗？？
Dec 14, 2020 · 亚马逊b2b是全球开店企业店铺的一个独特的板块，但是这里的b2b我们称为小b端，针对的买家主要是政府，企业，学校，医院，或者一些非盈利性机构。 这里的非盈利性的 …
外贸常用的免费B2B平台有哪些？ - 知乎
首先，做外贸，B2B平台与B2C平台由于面对的客户群体不一样，所以两者会相差很远。B2C平台一般现在入驻的就是4大平台：亚马逊、eBay、Wish和速卖通。 而这里主要讲的是B2B平 …
以ftp开头的网址怎么打开? - 知乎
FTP开头的网址可以通过浏览器、FTP客户端或命令行工具打开。
C2C、O2O、B2B、B2C 的区别在哪里？ - 知乎
你在地摊买东西，c2c. 你去超市买东西，b2c. 超市找经销商进货，b2b. 超市出租柜台给经销商卖东西，b2b2c
有哪些境外企业工商信息查询网站或App？ - 知乎
当然了，除去上面的各个官网以外，还有一些专业且可信的第三方b2b公司（类似是国内的阿里巴巴），他们依托强大的市场决断能力以及多年的数据查询及收集经验，还是能够在我们查询一 …
亚马逊B2B跟B2C有什么本质区别？ - 知乎
B2B跨境电商：从广义层面来看，跨境电商B2B 指互联网化的企业对企业 跨境贸易 活动，也即“互联网+ 传统 国际贸易 ”。从狭义层面来看，跨境电商B2B 指基于电子商务信息平台或交易平台 …
B2B模式、B2C模式、C2C模式分别是什么含义? - 知乎
b2b模式的劣势包括： 竞争激烈 ：B2B市场上存在激烈的竞争，需要企业具备更高的专业水平和更好的服务才能脱颖而出。 交易流程复杂 ：B2B交易往往涉及多个环节，包括询价、议价、签约、发货、 …
国内的哪些 b2b 平台口碑很好？ - 知乎
本文将分析国内几家口碑良好的b2b平台，探讨它们在市场竞争中的优势和特点。 阿里巴巴：作为国内最大的b2b平台之一，阿里巴巴凭借其广泛的供应商资源和庞大的买家群体，在国内b2b市场中占据了 …
目前国内的B2B平台有哪些？ - 知乎
Apr 7, 2019 · 提到b2b平台，阿里巴巴当然首屈一指，也是天花板般的存在。 它是由马云着手创建的平台，也是截止目前做得最大最成功的B2B平台，最早入驻的企业早就赚到了人生中的第一桶金，但是 …
B2B和B2C有什么区别？ - 知乎
b2b的客户在采购的时候是完全理性的，往往会货比300家，而b2c的顾客虽然也会货比三家，但是非常感性。 B2B的客户，他们简单粗暴。 下单的时候，直接在微信上告诉你，要几件这、几件那就完事 …
亚马逊B2B怎么个操作流程？？后期运营和B2C一样吗？？
Dec 14, 2020 · 亚马逊b2b是全球开店企业店铺的一个独特的板块，但是这里的b2b我们称为小b端，针对的买家主要是政府，企业，学校，医院，或者一些非盈利性机构。 这里的非盈利性的机构很关 …
外贸常用的免费B2B平台有哪些？ - 知乎
首先，做外贸，B2B平台与B2C平台由于面对的客户群体不一样，所以两者会相差很远。B2C平台一般现在入驻的就是4大平台：亚马逊、eBay、Wish和速卖通。 而这里主要讲的是B2B平台，B2B平台有 …
以ftp开头的网址怎么打开? - 知乎
FTP开头的网址可以通过浏览器、FTP客户端或命令行工具打开。
C2C、O2O、B2B、B2C 的区别在哪里？ - 知乎
你在地摊买东西，c2c. 你去超市买东西，b2c. 超市找经销商进货，b2b. 超市出租柜台给经销商卖东西，b2b2c
有哪些境外企业工商信息查询网站或App？ - 知乎
当然了，除去上面的各个官网以外，还有一些专业且可信的第三方b2b公司（类似是国内的阿里巴巴），他们依托强大的市场决断能力以及多年的数据查询及收集经验，还是能够在我们查询一些国家及 …
亚马逊B2B跟B2C有什么本质区别？ - 知乎
B2B跨境电商：从广义层面来看，跨境电商B2B 指互联网化的企业对企业 跨境贸易 活动，也即“互联网+ 传统 国际贸易 ”。从狭义层面来看，跨境电商B2B 指基于电子商务信息平台或交易平台的企业对企 …
