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When Steve August joined Brookstone in 2001 as its vice president of customer marketing, source allocation meant matching a purchase back to a specific
Recent developments in e-mail marketing are creating new possibilities for an old set of catalog metrics: recency, frequency and monetary value. Here’s
It’s one of the great mysteries of modern multichannel marketing: Where are the customers and orders really coming from? If we as multichannel merchants
To gain a better understanding of the true performance of their sales and operations, more merchants are implementing business intelligence (BI) solutions.
Contact centers are data-rich environments, with detailed information available from a multitude of systems on every minute step of each interaction’s
No, we’re not suggesting that you break out the Christmas decorations and deck the halls just yet. But if the fourth quarter is your make-or-break season,
A study from e-Gain Communications, a Mountain View, CA-based supplier of customer service and contact center software, reveals both good news and bad news regarding the state of multichannel customer service.
The pressures of promoting and fulfilling peak-season sales can overwhelm the subtleties of tracking exactly where those sales are coming from. If you have a real-time tracking system or already analyzed your holiday results, you should have a good idea. If you don’t and you didn’t, now is the time to set up your analysis to inform you of what happened and to prepare you for when you’re in the thick of the holidays again.
Welcome to a new quarterly column by Jim Wheaton, cofounder/principal of Wheaton Group, a Chicago-based data management, data mining, and decision sciences
Unless a company has a proprietary credit program, inventory will generally be its largest balance-sheet asset and knowing standard inventory metrics
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