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Marketing Articles: Customer Relationships

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  • by Chris Maher
    This is an open letter to major advertisers and marketers from one of your own ranks who is also (like us all) a consumer. The author is unhappy, worn out, and ill-tempered. When you think of him from this point forward, he says, hear the words "diminishing returns." more
  • by Jonathan Kranz
    You can think of the case study as a cross between the testimonial and the business article. Like the testimonial, the case study features a satisfied customer who "speaks" on your behalf. Like the article, it's structured dramatically, with a clear beginning, middle and end, and holds your audience's attention ... more
  • by Hank Stroll
    Read your ideas to solve this week's marketing challenge: What's the best way to educate clients about the sales process? Also this week, what strategies do you take to bring a new product to the marketplace? Add your own two cents. more
  • by Robbie Baxter
    Imagine a world where video, photography, text and music are all available from any device that can connect to the Internet at any time. Whether you're using your computer, iPod, television or mobile phone, you will have the information you need and the diversion you want. Such a fantasy world ... more
  • by Kathleen McBride, Steven Nicks
    From Sales: "We need a robust set of customers for references!" From an executive: "I've got to have a customer join me for this speaking engagement!" From the new head of Marketing: "We've got to have higher-impact customer content!" Sound familiar? In the day-to-day scramble to satisfy tactical stakeholder demands, ... more
  • by Chris Maher
    How can marketers write "human" email messages, that truly speak to the hearts and souls of your clients? The first step is to figure out a way, by hook or by crook, to say something. Get the full story. more
  • by Suzanne Taylor
    Useful and sticky Web sites find out what's most important and relevant to their customers--and then customize their experiences in a meaningful way. By giving customers more of what they want (and when they want it), Web companies can use the power of personalization to increase customer engagement and retention. ... more
  • by Promise Phelon
    Speak any language long enough, and you'll become fluent; take on the mindset of a strategist and you'll start to see things through a strategist's eyes. And others will notice the change in you--you'll find yourself more and more being called on to act as counsel on all matters customer. ... more
  • by Sherri Dorfman
    Most businesses these days are under pressure to differentiate their products and services to attract new business. Although customers can play an important role in helping companies define their differentiation, a surprising number of businesses decide to skip this important customer research and launch offerings based on what “we think ... more
  • by John Doerr
    The client relationship built on a strong foundation of constant, varied, and sincere communication has less of a chance of being pushed aside when someone new comes along or happens to be the last one in the door. Follow these five guidelines and the chances of your phone ringing the ... more
  • by Lisa Johnson
    Two years ago, Maytag created an innovative experiential marketing strategy, whereby prospective customers would take their new, top-of-the-line appliances for an interactive "test-drive." Successful retail spaces create a full sensory experience. Consumers want to see, feel, touch, taste and interact with your products before they buy. Here are some strategies that ... more
  • by Barbara Bix
    It will come as no surprise that customers want it their way (to paraphrase Burger King). Yet many companies don't have processes for figuring out what that means. Take this quiz to assess your customer "IQ" (or "Insight Quotient") and determine the necessary next steps for shortening your sales cycle. ... more
  • by Jeff Thull
    If you're competing on price, you'll never achieve maximum profitability. Instead, everyone's job must become value creation. But are you sure that you're providing value to your customers? Even if your answer is an emphatic yes, you might want to take a closer look. more
  • by Hank Stroll
    This week, post your answer to the query: How successful are webinars as a marketing approach? What works and what doesn't work? Also this week, read your answers to last week's dilemma: blog, forum or Wiki? Which format best meets the needs of a small community? more
  • by Jack Covert
    You want to keep up with your marketing reading. But there's so much out there that you don't where to start. Here are four of our favorites from '04. And these recommended titles are as good a place to start as any. more
  • by Jonathan Kranz
    If you have clients (or bosses) who want you to write about who they are, you probably witness them thrusting a list of attributes in your face. On the list, you'll find the usual suspects: quality, commitment to service, out-of-the-box this and proactive that. But such vague attributes have little ... more
  • by Lisa Johnson
    Growth opportunities are everywhere—especially when industry sales have flatlined and new prospects look grim. Sounds impossible? Not if you understand that there's a new breed of adventurous female customer waiting in the wings, ready to experience your products and services. Here's the story of one company that got ... more
  • by Stephan Pretorius
    Co-registration (or co-reg, as it is commonly known) is rapidly gaining ground as a media tactic. In the age of CAN-SPAM, and with an increased understanding in the market about the importance of user permission for effective email communication, co-reg is an attractive option for building a house list. This ... more
  • by Jason OConnor
    Poor Eddie the e-marketer has been plagued by errors in judgment all his life. Although he at least understands the importance of e-marketing for driving traffic to his site, he's like a hamster running on a wheel, wasting energy and getting nowhere. Let's take a look at a few of ... more
  • by Mary Brown
    At almost 80 million, Baby Boomers make up the largest generational demographic today. And, among Boomers, women not only outnumber men, but they also influence as much as 80% of household purchase decisions, from food and finance to travel and technology. In other words, Baby Boomer women are the greatest ... more
  • by Angi Fisher
    More and more companies around the world understand the importance of really knowing how their customers and prospects view their organizations. They also realize that viewpoints can change quickly. So how do you keep informed of your customers' opinions? How do you know they're continually satisfied? How do you know ... more
  • by David LaPlante
    These days, businesses are increasingly using a full range of communication methods including email, Web and fax to enhance relationships with existing customers, as well as a low-cost means of acquiring new ones. Now an emerging communication mode, text messaging—or Short Message Service (SMS)—provides an additional and interesting opportunity for ... more
  • by Hank Stroll
    This week, add your two pesos to the dilemma: If you're a service business or sell a more complex product, is it still possibly to take advantage of the holiday shopping season? Also this week, read your answers to last week's problem: What is the best approach or message for marketing ... more
  • by Stephen Shaw
    At a time when Marketing and IT must closely collaborate in order to cope with a rising swell of consumer data, both groups still engage in needless bickering, neither side willing to put aside historical grudges. Without a common understanding of the role of technology in customer management, and a path ... more
  • by Sherri Dorfman
    There was a time, not long ago, when companies could generate new business by simply listening to and following the advice of their investors and business advisers. To remain successful today, however, companies must collaborate directly with their most important stakeholders—paying customers. more

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