Summary of Loyalty.com
Customer Relationship Management in the New Era of Internet Marketing
People don't want quarter-inch drill bits; people want quarter-inch holes: how to shape your perspective to the new age of customer relationship management, the Web way.
This book is a delightful result of Frederick Newell’s recent indoctrination in marketing through the World Wide Web. Newell is an internationally acclaimed professional and part-time academic who specializes in database marketing. He admits in his preface that he’s a bit of a "geezer" - because his 1997 book, The New Rules of Marketing, lacked a Web component, which undermined its newness. In an effort to rectify that, he reconciles the impressive database-mining and customer relationship concepts from his earlier book with today’s rapidly changing cyber-marketing theories and practices. Newell clearly is excited by what he has belatedly learned about the Web’s potential, and provides on-target case studies to support his points. getAbstract recommends this book to all marketers - especially to those in retail. Those who are new to Web business will find it particularly useful.
In this summary, you will learn
- How, used appropriately, customer relationship management can boost your online sales;
- Why free coupons and special offers are not enough to maintain customer loyalty; and
- Why listening and learning from your customers is more important than telling and selling.
About the Author
Frederick Newell is CEO of Seklemian/Newell, an international marketing consulting firm. He is also a visiting lecturer at the Universidad de Belgrano in Buenos Aires, and at Duke University. He is the author of The New Rules of Marketing.
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