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Electronic Marketing

How To Ignore Loyal Customers: Contact centers and the untapped gold mine of market research

Report: Amazon, eBay Not the Biggest Threat

Customer Segmentation Strategies: Managing customer relationships for profit means taking a closer look at segments and service levels

Customer segmentation strategies are the key to balancing the delivery of an optimal customer experience with the need to maximize long-term customer revenue and loyalty.

When enterprises adopt customer segmentation strategies, they often focus on traditional techniques such as campaign management and personalization, usually driven by customer tiers based on current profitability. Customer service benchmarks such as up-sell potential or likelihood to churn are generally not considered. As companies adopt more customer-centric business processes, service will play a pivotal role in providing personalized customer interactions. A segmentation strategy that is integrated with customer service provides the framework for delivering an appropriate customer experience based on the customer's value to the organization.


Online Consumer Confidence, Spending Grows