Satisfied customers are more loyal than delighted customers
This research paper focusing on the hotel industry indicates that although delighted customers have generally positively views of brands, a satisfied customer will more likely take action supportive of...
View ArticleValue based CRM aligning marketing IT and finance functions
This article discusses values-based CRM concepts in regards to aligning marketing, IT, and financial functions. An interesting point made by the authors [F]ocusing just on the ability of IT to support...
View ArticleRecent research on social CRM principles
Following is a series of research articles focusing on social CRM. These articles explore different facets of the concepts underpinning social CRM. Interactive digital advertising versus interactive...
View ArticleMobile app ecosystem allows real estate brokerages to deliver excellent...
Over the last year or so there’s been an ongoing and well-publicized debate between proponents and opponents of real estate property listing aggregators and whether brokerages have ceded too much...
View ArticleConsumer experiences with retail set consumer expectations in real estate
Before a consumer decides to purchase a home (whether first time buyer, move up buyer, etc) how many times has he or she purchased products via Amazon, Zappos, iTunes, or visited Target or an Apple...
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