October 1, 2001




Talbots: What Lies Behind the Red Door?

Layoffs, sales shortfalls, and profit plunges have been the rule for marketers this season. Hingham, MA-based women’s apparel cataloger/retailer The Talbots stands out as an exception.
For its most recent quarter, which ended Aug. 4, Talbots’ net income was $17.8 million, …

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In Uncategorized

September 1, 2001




Corrections and Clarifications

CORRECTIONS: In the July Small Catalogs Forum (“Management Software That Fits”) we misspelled the name of CommercialWare. And in the August Electronic Catalog (“The Payoff of Paid Search Engines”), we stated that Inceptor’s software license for page conversion costs $150,000 a …

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In Channel Integration, News

July 1, 2001




SPLIT PERSONALITY

An automated e-mail response costs about 25 cents per incident, compared to $1 for knowledge-based self-service, $6 for interactive voice response, $8 for online chat, and $10-$33 for a phone conversation with an agent
To navigate the labyrinth of e-commerce and escape from the …

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In Channel Integration, CRM

June 1, 2001




Sticker Shock

Pay up or lose: An in-depth look at the soaring costs of electronic customer relationship management
Spending money is no fun unless someone else does it, preferably on you. For the past decade, direct marketers have coughed up huge sums …

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In Channel Integration, CRM

June 1, 2001




CUSTOM BLENDS

Get a bucket, shake, and pour. Blending your choice of new technologies can create a customized solution for your contact center
If you like exotic, you’ll revel in the wide array of new contact center technologies. No more shopping for …

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In Channel Integration, CRM

June 1, 2001




Net Effects

Online contents, sweepstakes, and real-time instant-win games will attract customers by appealing to the ‘what’s in it for me’ mentality
It’s easy to be skeptical about the future of online marketing, considering that just 18 months ago, pundits were predicting an …

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In News

June 1, 2001




The Secret Shopper: Mall Crawl

This month, The Secret Shopper went on a mall crawl, visiting the retail locations of multichannel marketers in Connecticut, New York, and Texas to see if their catalogs were available.
COMPANY CATALOG IN STORE? American Eagle Outfitters yes Banana Republic …

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In Uncategorized

May 1, 2001




Lashback

When the going gets tough, it’s time to pay attention to CRM. A new Jupiter Research report called “Multichannel Customer Service” warns that although consumers will spend seven times more off-line than online in 2001, online purchases can still have a …

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In CRM, Opsandfulfillment_warehouse-20-03-2013

May 1, 2001




Multichannel Challenges: MUSEUM OF FINE ARTS, BOSTON

As a nonprofit business, the catalog/retail division of The Museum of Fine Arts, Boston (MFA) has long faced a host of challenges. Like for-profit multichannel marketers, the purveyor of art-related gifts struggles to manage inhouse catalog design, fulfillment, and …

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In Channel Integration, News

May 1, 2001




talking heads

Everybody’s going to go wireless. Wires are expensive, and so are the infrastructure, the support personnel, and the office space. Wireless technology allows you to work from home — it will help U.S. workers have more family time.
If you …

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In CRM, Opsandfulfillment_warehouse-20-03-2013

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