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Optimal Business Solutions Thru Breakthrough Insights, Analytics and Technology |
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COPYRIGHT © SIGILLUM CORPORATION ALL RIGHTS RESERVED |
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Our practitioners are recognized experts and thought leaders in the customer management arena. Their articles are frequently published in the customer issues related business press and they frequently speak at and chair industry forums and conferences. |
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Our featured papers: |
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Insights |
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Industry insiders and experts agree that the outlook for the U.S. supermarket industry through 2012 can be described as challenging with pockets of opportunities. The demand for food products will be constrained by the one percent growth of the U.S. population in the next five years.
While it is a challenge in this environment for a supermarket to launch a new location or change the format of an existing one, with careful planning and flawless execution guided by the four pillars discussed in this article, success can be achieved. |
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There are many different and often conflicting notions about issues related to customer loyalty that are being held as business truths.
This thought piece takes a look at some of the commonly held beliefs in light of both the intuitive logic regarding the issues and the evidence gathered from experience in a number of industries. The goal is to gain a clear understanding of the why’s and how’s of the evolution of the myths about customer loyalty and to establish the realities behind them. |
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Customer churn is a critical business issue in most industries, particularly the ones with huge customer bases. If not managed properly, customer churn will ruin a company and may have a severe adverse impact on the industry and the economy as a whole.
This paper takes an incisive look at the fundamental aspects of customer churn and describes a breakthrough framework and methodology for optimally managing churn by matching the total treatment of a customer to their true lifetime worth which is based on their inherent loyalty propensity. |
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Many companies in variety of industries have loyalty programs. The practice, which is based on rewarding frequent buyers, started with airline industry almost two decades ago, has been adopted by other industries ranging from retail to telecom.
The article discusses the myth at the foundation of these programs, that providers should do the most for their loyal customers, and puts forward a new paradigm where loyalty is defined as an intrinsic customer quality as opposed to the outcome of marketing efforts. |
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Other Publications: |
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Click on paper title to download a copy |
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Ensure success of CRM with a change in mindset, Marketing News, April 14, 2003.
Truly Loyal Customers Do Not Have to be Bought, destinationCRM.com, Nov 14, 2004.
Building Effective CRM Capabilities: A Dozen Critical Lessons Learned, destinationCRM.com, June 23, 2003.
Is Too Much Reliance on Technology Giving CRM a Bad Name?, destinationCRM.com, June 9, 2003.
Customer Loyalty in the Age of Convergence, The 1996 Annual Review of Communications. |