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2011 State of Marketing
Say goodbye to “Random Acts of Marketing” as integration, alignment, visibility and return on investment (ROI) all top the list of requ… download »
Making Sense of Subscriber Complexity
Managing the challenge of subscriber complexity and choice in communications and media markets now represents one of the most critical business impe… download »
Making Sense of Subscriber Complexity: The Need to Get a Handle on Change and Choice in Global Communications Markets
Global communications service providers and cable/satellite system operators face a demanding new world of subscriber complexity and choice. Billion… download »
Finding Customer Loyalty in a Multichannel World
This report explains the growing value of customer loyalty in a multichanneled world. download »
2009 Customer Experience Impact Report
The 2009 Customer Experience Impact Report, the fourth of its kind, commissioned by RightNow Technologies and conducted by Harris Interactive® sup… download »
2010 Cost of Waiting Survey
Almost everyone knows the frustration of having to wait hours and hours at homefor a service or delivery appointment. But few consumers – as wel… download »
Service Invention to Increase Customer Retention
Competitive crunch and convergence in the $4 trillion dollar global communications marketplace is fueling increased customer churn, and testing custom… download »
Leading Loyalty: Feeling the Love From The Loyalty Clubs
Today, customer loyalty and rewards programs are everywhere – it seems like every brand has one and the average consumer is carrying a handful o… download »
Losing Loyalty: The Consumer Defection Dilemma
Consumer defection and lapsed loyalty are rampant among major consumer packaged goods brands, a problem that is only worsening in the current recess… download »
Discovering the Pivotal Point Consumer: A Milestone Study on American Shoppers Who Drive CPG Brand Volume
Discovering The Pivotal Point Consumer™ is a milestone study of American consumer shopping behavior that is designed to provide fresh and action… download »
Customer Affinity: The New Measure of Marketing
The customer is very much on the minds of leading marketing executives these days. According to research initiatives taken by the CMO Council, results… download »
Precision Promotion: Why Relevance Drives Response and Relationships
Consumers are taking control of in-bound communication channels, unsubscribing to irrelevant email, and defecting from brands that continue to deliver… download »
Select & Connect: Strategies for Targeted Acquisition and Retention
Select & Connect: Strategies for Targeted Acquisition and Retention explores the strategies, processes and methodologies to achieve maximum custom… download »
Business Gain From How You Retain: Addressing the Challenge of Customer Churn & Marketing Burn
Business Gain From How You Retain examines ways companies can improve the return on customer equity and lifetime value by making customer insight, und… download »



Variance in the Tech Experience
NEW REPORT
Variance in the Tech Experience
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News & Events
Especially in this economy, customer service matters articles »

Facts & Figures
Total revenue for the telecommunications industry grew by around 10% in 2008 to reach over $1.1 trillion. statistics »

Advisory Board
A global think tank of concerned marketers and key industry experts
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