Customer Relationship Management

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October 2009

It’s Only a Matter of Time

Businesses that examine and measure the time customers spend with them can gain an advantage that will continue when the economy recovers.
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June 2009

How to Make the Most of the Great Consumer Trade Down

As discretionary spending disappears, companies must make adjustments in product mix, pricing, promotions and channel strategy.
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January 2009

Premium Customer Support as a Key to High Performance in a Networked World

Key to high performance in the communications marketplace is simplifying the complex environment for services and devices.
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All articles on this subject

Customer Loyalty

Its Only a Matter of Time (October 2009)

Invitation Marketing: Using Customer Preferences to Overcome Ad Avoidance (September 2003)

More than Miles: Designing Successful Loyalty Programs in the Communications Industry (December 2001)

iService: The Competitive Edge for Financial Service Providers (2001)

Customer Service

The Service Delivery Platform Is Dead. Long live SDP 2.0! (May 2008)

The new rules for customer service: Findings from the Accenture Global Customer Satisfaction Survey (January 2008)

Making Every Contact Count (October 2005)

Marketing

The Capabilities to Drive High Performance in the Digital Advertising Industry (October 2008)

How to Price Smarter in Uncertain Times (September 2008)

As They Like It (May 2008)

Where Have All the Ads Gone? (May 2008)

The Price Is Right . . . Isn't It? (January 2007)

Marketing Mastery Matters (May 2006)

A Wake-up Call: Why Marketing Became a Top Priority for the Chemicals Industry (May 2006)

Click, Convert and Continue: Winning Customers Online (June 2005)

The Best and the Rest (October 2004)

Accelerate Growth, Cut Costs by Optimizing Marketing's Return on Investment (July 2003)

Customer Relationship Management: How to Build a High-Performance Sales Force (May 2003)

Harmonize Customer Relationship Management with Customer, Channel and Brand Strategies (April 2003)

New, Rigorous Approaches to Quantifying Marketing's Value (March 2003)

Energize Customer Relationships by Revitalizing Marketing Capabilities (November 2001)

Retailers Benefit from Customer-Insight-Driven Marketing and Localization (June 2001)

Service Management

Service Management: Turning Service Into a Growth Engine (May 2003)

Strategy & Planning

The Price Is Right . . . Isn't It? (January 2007)

Think Your Customers Are Loyal? Think Again (September 2006)

Summary: When Two Brands are Better than One (January 2003)

Turning Customer Transaction Data into Business Results (2001)

Unlocking Value through Customer Insight (2001)

Other

Deal Shaping: How to Execute Sales Programs that Improve Your Customers' Business Value (November 2008)

Why Winning the Wallets of China's Consumers is Harder Than You Think (September 2007)

How to Build Value into a Merger (October 2005)

How Camera Phones can Give Eyesight to Call Centers (April 2004)

Customer Relationship Management: Is It Worth It? (January 2003)

Taking the 'Profits First' Approach to Customer Relationship Management (May 2002)

The Message Explosion: The Future of Customer Care (January 2002)

Let's Talk (January 2002)

Toward a Customer Meritocracy (2002)

Customer Relationship Management: Divide and Conquer (2002)

Reduce Customer Risks with eCommerce (2001)

Internet Privacy: A Look Under the Covers. (2001)

Getting Your Money's Worth: Focusing Chemical Companies' Customer Relationship Management Investments (2001)

The Internet: A Customer Viewpoint (2001)

CRM Investments Finally Ring True (2000)

Co-creation: A New Source of Value (June 1999)

Best intentions: A business model for the eEconomy (1999)

Also on accenture.com

Customer Relationship Management

Customer Acquisition and Retention: Customer-Centric Principles for Acquiring New Customers in the Multi-Polar World

Interactive

Customer Acquisition and Retention Podcast

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