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- BusinessWeek: An Eagle Eye on Customers
"A vast array of Net software lets companies read the minds of their clientele--and win them over." (2/21/00)
- ClickZ Today: To Sell, Use Technology to Better Communicate
"The appeal of video communication promises to engage users' participation, attract new customers, retain existing ones, and ensure that they return to an interactive media-based service." (1/26/01)
- CNET: Commentary: Customer Service Differentiates Web Retailers
"Web-based customer service continues to be a major challenge for e-tailers...Exceptional e-service will increase customer 'stickiness,' resulting in increased sales, loyalty and retention." (8/23/00)
- CyberAtlas: Customer Loyalty Key to E-commerce Profitability
"Customer loyalty, measured in repeat purchases and referrals, is the key driver of profitability for online businesses, even more so than for offline companies, according to a series of joint studies in online retail..." (3/30/00)
- Drilling Down: Measuring Customer Retention in Online Retailing
"To retain and increase the value of customers, you have to create marketing promotions and execute them. To do this in the most efficient and effective way, you have to know the value of your customers..."
- E-Commerce Times: Running Lean and Mean to Survive in E-business
"Another key to customer retention, according to analysts, is customer service...'Online retailers who provide their customers with multiple points of customer support have the highest likelihood of success.'" (2/2/01)
- Internet World: eCRM: Connecting With Customers
"Six principles that will help you attract (and retain) customers." (3/1/01)
- InternetNews.com: E-tailers Are Slouching Towards Profitability
"The survey found that online retailers are spending less of their marketing budgets on pure brand awareness and are now focusing more on customer retention." (8/30/00)
- MarketingClick: E-rewards To Focus on Customer Retention
"Everyone online is focused on customer acquisition. It pays to focus on retention..." (5/24/00)
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