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Loyalty Programs Gone Wrong – Ten Common Mistakes to Avoid

Loyalty Programs Gone Wrong – Ten Common Mistakes to Avoid | Marketing, Sales and Customer Service | Scoop.it
While it’s not rocket science, designing an effective loyalty program is much harder than it appears. Even the most lauded companies have deficiencies in their programs, deficiencies which can make...
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Where are Your Dealers? (Optimizing the Dealer Network)

Where are Your Dealers? (Optimizing the Dealer Network) | Marketing, Sales and Customer Service | Scoop.it
The dealer network is the most important channel for many companies operating in the retail sector. Unfortunately, examples of poorly managed dealer networks are abound, particularly on the issue o...
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Customer Retention During the Downturn

Customer Retention During the Downturn | Marketing, Sales and Customer Service | Scoop.it
In light of the deepening economic crisis and its effect on churn behavior, retail banks need to revisit their retention strategies and revise their tactics so they reflect the new reality in the m...
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Effective Loyalty Programs - Keeping Costs Under Control

Effective Loyalty Programs - Keeping Costs Under Control | Marketing, Sales and Customer Service | Scoop.it
The third in a series around features of successful loyalty programs that have helped certain companies stand out from the rest, with program offerings that are recognized as best-in-class. You can...
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Finding Tomorrow's Valuable Customers Today

Finding Tomorrow's Valuable Customers Today | Marketing, Sales and Customer Service | Scoop.it
The oft-neglected customer who represents little value today could be an important asset for your company tomorrow – the trick lies in identifying them. You can download PDF version of this whitepa...
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Bundling 2.0 - Bundling Within and Across Sectors

Bundling 2.0 - Bundling Within and Across Sectors | Marketing, Sales and Customer Service | Scoop.it
Traditional bundling is a nice start for companies seeking to drive acquisition, generate cross-sales, and increase product & service uptake / upsell, but it’s only a start – bundling within an...
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Ensuring Successful Business Partnerships

Ensuring Successful Business Partnerships | Marketing, Sales and Customer Service | Scoop.it
Partnerships with other companies in or outside of one’s own sector are often frowned upon by companies, due to their complexity, risk, and time consumption. Yet, the right partnerships can provide...
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Improving Processes in the Service Sector – Going Beyond Efficiency and Quality Uplift

Improving Processes in the Service Sector – Going Beyond Efficiency and Quality Uplift | Marketing, Sales and Customer Service | Scoop.it
Traditionally, efforts around improving processes in the service sector have had at their core the end goal of reducing operational expenses while maintaining or improving service quality, focused ...
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Making it Right - Problem Resolution for High-Value Customers

Making it Right - Problem Resolution for High-Value Customers | Marketing, Sales and Customer Service | Scoop.it
Nothing makes or breaks an existing relationship with a customer like a problem handled effectively or mismanaged. How high-value customers are treated during a problem resolution process is of the...
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Stopping Churn in Its Tracks – Proactive Retention Strategies for Mobile Operators

Stopping Churn in Its Tracks – Proactive Retention Strategies for Mobile Operators | Marketing, Sales and Customer Service | Scoop.it
While almost every mobile operator has a reactive retention strategy in place for preventing subscriber churn, few have developed proactive retention strategies for doing so, failing to benefit fro...
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Utilizing Analytics to Customize & Optimize Retail Networks

Utilizing Analytics to Customize & Optimize Retail Networks | Marketing, Sales and Customer Service | Scoop.it
Location, location and what was the third? Although location is known to be the key ingredient for success in retail, it is not the only criteria in driving sales. Often, the wrong combination of e...
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Handset Purchasing Customer Experience – Optimizing the Retail Sales Cycle

Handset Purchasing Customer Experience – Optimizing the Retail Sales Cycle | Marketing, Sales and Customer Service | Scoop.it
While many telecom operators undergo customer experience transformation engagements, many fail to take into particular focus one specific part of the customer experience – the handset sales cycle. ...
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Designing Best-in-Class Loyalty Programs – Getting the Benefits Right

Designing Best-in-Class Loyalty Programs – Getting the Benefits Right | Marketing, Sales and Customer Service | Scoop.it
Possibly the most important aspect of a loyalty program is its benefits. Be it lack of vision, lack of creativity, or plain old laziness, many companies take the easy way out and offer cookie-cutte...
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Your Customers Are Changing, Are You Following?

Your Customers Are Changing, Are You Following? | Marketing, Sales and Customer Service | Scoop.it
The economic downturn is having a substantial impact on the needs, preferences and behavior of customers. Companies need to tap into their customer intelligence to ensure they adapt as well to thes...
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Effective Loyalty Programs - Changing Channel Usage Behavior

Effective Loyalty Programs - Changing Channel Usage Behavior | Marketing, Sales and Customer Service | Scoop.it
The first in a series around features of successful loyalty programs that have helped certain companies stand out from the rest, with program offerings that are recognized as best-in-class. You can...
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Are Your Sales Channels Crisis Ready? (Revisiting Sales Channels)

Are Your Sales Channels Crisis Ready? (Revisiting Sales Channels) | Marketing, Sales and Customer Service | Scoop.it
The latest economic crisis necessitates the need for companies to revisit their sales channels. Why? The drastically effected marketplace has altered factors like sales potential, competitive lands...
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10 Tips for Establishing a Successful Test & Learn Environment in the Retail Industry

10 Tips for Establishing a Successful Test & Learn Environment in the Retail Industry | Marketing, Sales and Customer Service | Scoop.it
Decisions about discount rates, product bundles, offers, changes in the store design, process changes and various other investments are part of daily challenges retailers face with every day. For m...
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Beyond the Customer Lifecycle – Catering to Customers When They’ll Most Appreciate It

Beyond the Customer Lifecycle – Catering to Customers When They’ll Most Appreciate It | Marketing, Sales and Customer Service | Scoop.it
While many a company takes into consideration the customer lifecycle when designing their customer experience strategies, few consider that they need to cater to the needs of customers during trans...
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'Occasional' Customer Segmentation - Uncovering Hidden Truths About Customers

'Occasional' Customer Segmentation - Uncovering Hidden Truths About Customers | Marketing, Sales and Customer Service | Scoop.it
As traditional customer segmentation has become blasé, with occasion segmentation the hot trend, it’s a hybrid model of the two - 'occasional' customer segmentation – that companies seeking to “be ...
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Enabling Cross-Selling Across Group Companies By Centralizing Data

Enabling Cross-Selling Across Group Companies By Centralizing Data | Marketing, Sales and Customer Service | Scoop.it
How about making an extra $500 million in two years time with what you already have? Central data hubs and data marts have generated significant benefits for group companies that have utilized them...
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Unique Acquisition Methods - Below the Line Customer Referral Programs

Unique Acquisition Methods - Below the Line Customer Referral Programs | Marketing, Sales and Customer Service | Scoop.it
While customer referral programs are abound, few are conducted below the line, aimed at one single individual, a strategy that can uplift acquisition rates significantly vs. traditional referral pr...
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Know Each Customer’s Share-of-Wallet? Understanding Every Customer’s True Potential

Know Each Customer’s Share-of-Wallet? Understanding Every Customer’s True Potential | Marketing, Sales and Customer Service | Scoop.it
Regardless of sector, companies across the board struggle to understand the true existing potential of each of their customers. Such an understanding is the first step towards capturing more share-...
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Uplifting ARPU By Designing Customer-Specific Handset Strategies

Uplifting ARPU By Designing Customer-Specific Handset Strategies | Marketing, Sales and Customer Service | Scoop.it
While mobile operators spend a great deal of effort and energy in trying to boost ARPU through various marketing initiatives, few have customer-level handset strategies in place, strategies which a...
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Improving the Quality of Data Acquired from Customer Touchpoints

Improving the Quality of Data Acquired from Customer Touchpoints | Marketing, Sales and Customer Service | Scoop.it
From telecom to retail, hospitality to finance, customer analytics will continue to be a hot topic over the coming years. Keeping in mind that customer analytics is highly correlated with data (and...
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Customer Analytics Gone Wrong – Ten Common Mistakes To Avoid When Designing Customer Analytics Models

Customer Analytics Gone Wrong – Ten Common Mistakes To Avoid When Designing Customer Analytics Models | Marketing, Sales and Customer Service | Scoop.it
The potential that customer analytics models hold within them are extensive for the companies that choose to utilize them to better their marketing and sales activities. But even best-in-class comp...
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Customer Analytics Gone Wrong – Eight Common Mistakes to Avoid When Deploying Customer Analytics Models

Customer Analytics Gone Wrong – Eight Common Mistakes to Avoid When Deploying Customer Analytics Models | Marketing, Sales and Customer Service | Scoop.it
Designing customer analytics models is only half the battle. Equally, if not more difficult, is deploying them, such that actions triggered by the model outputs are being taken on a daily basis. In...
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