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Volume 4 - Issue 8
3/2/2010
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Untangling the Promotion Platform
By Nikki Baird, Managing Partner
One of the advantages of having an analyst coverage area that is focused on execution that surrounds a customer (rather than a functional area) is the ability to bring together functional capabilities that might not normally be considered in the same breath - for example, the combination of pricing and loyalty. Pricing, typically owned by merchandising, is rarely considered at the same time and by the same people as marketing, particularly around loyalty programs, where many retailers aren't even sure how to use loyalty programs to their advantage.
However, one of the biggest, and most important, intersections between pricing and loyalty is promotions... Read more
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The Channel-agnostic Call Center: Supporting the Customer Experience
By Paula Rosenblum, Managing Partner
As frequent readers of RSR’s newsletter know, we don’t just put ourselves in retailers’ shoes, we also often find ourselves wearing the glass slippers of the customer. And reading a Wall Street analyst’s coverage of LivePerson, Inc started me thinking about cross-channel customer service, and how the Call Center fits in. I had lots of questions. Luckily I have a “friend in the business,” Steve Kowarsky, Chief Financial Officer of Cosmocom. So I gave him a call.
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Changing the Change Agents
By Brian Kilcourse, Managing Partner
One of the more interesting observations gleaned from RSR’s studies in the last couple of years has been that there’s a slow but steady change in how companies think about their IT application portfolios. In short, we’ve seen a definite move away from hybrid application delivery approaches (a combination of best-of-breed and internally developed code) to delivering IT new functionality as services, either from centrally managed environments, by outside service providers, or from on-demand services. Not coincidentally, with this change there has been greater acceptance of suites or pre-integrated portfolios of solutions.
One cause for this shift is that... Read more
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