Loyalty.Com: Customer Relationship Management in the New Era of Internet Marketing

Strategies to build rock-solid customer loyalty in the age of E-commerce. Online retailers like Amazon.com and e-Bay are changing the face of shopping­­much as malls did in the 1970s­­and companies must master new rules to keep customers coming back. Loyalty.com shows companies how to shift their focus from impersonal database marketing to true customer relationship management (CRM), blending CRM and Web strategies to outline a program for lasting customer relationships. Case studies and real-world examples show CRM in action and provide E-commerce marketing strategies for both business-to-customer and business-to-business success. Packed with analysis tools and measurement techniques for holding customers in an increasingly fragmented marketplace, Loyalty.com covers­­then goes beyond­­Internet and e-mail to reveal comprehensive programs for keeping customers well into the 21st century.

Frederick Newell is CEO of the international consulting firm Seklemian/Newell. For more than 20 years, he has been guiding marketing strategies for a broad spectrum of important consumer-marketers across the globe as one of North America's leading experts in database marketing, customer relationship management, and the planning, developing, and implementing of customer-based marketing programs. Mr. Newell is a frequent speaker in the U.S., Canada, Mexico, Latin America, Australia, the U.K., Spain, and the Far East. He is an author, columnist, contributing editor, and editorial director for several national and international advertising/marketing trade publications; past member Editorial Advisory Board Marketing Strategy Letter; member of the International Retail Marketing Network; visiting professor at Universidad de Belgrano (Buenos Aries); and visiting lecturer at the Fuqua School of Business at Duke University. Mr. Newell is a member of the Board of Directors and!

Executive Committee of the Retail Advertising and Marketing Association, International. He has produced seminar series for the Annual Retail Advertising Conference, and produces his own annual Database Marketing Conferences. He was named Advertising Professional of the Year in 1985 and has been named to the Retail Advertising Hall of Fame. Mr. Newell is author of The New Rules of Marketing (McGraw-Hill, 1997).