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Retail
Smart Data, Smart Decisions, Smart Profits: The Retailers' Advantage, McKinsey on Retail
CRM in the Retail Industry (2002)
CRM in Retail Revisited (2003)
Financial Services
CRM in Financial Services (2002) - Peppers & Rogers Group
CRM in the Insurance Industry (2002) - Peppers & Rogers Group
CRM Strategies in Financial Services (2004) -This is a 152 page report
Banks get customers' numbers (2002) - News
& Observer article about NC banks computing customer lifetime value
CRM in Banking (2001) - a white paper from SAS
Pharma/Healthcare
CRM in the Pharmaceutical Industry (2003)
Making More of Pharma's Sales Force (2002) - McKinsey Quarterly
Pharmaceutical Firms: Customer Focused and Primed for Growth (2001) - report from IBM Global Service
Various Firms
CRM at Hard Rock Cafe - 2002 Gartner Report
CRM at Audi - 2004 Gartner Report
Various Industries
CRM in the Automotive Industry (2003)
CRM in the Air (2002) - McKinsey Quarterly article on CRM for the airlines
CRM in Government (2003)
Various Contexts
CRM in a Down Economy (2001) - hopefully not something we need anytime soon!
CRM in Asia (2002)
Strategic CRM Initiatives
Customer Retention is not enough (2002)- McKinsey Quarterly article
Connecting the Dots on Cross-Selling (2003)- from PC Magazine
Predicting Churn (2001) - a white paper from SAS focusing on telecom
Building Profitable Customer Relationships with Data Mining - an SPSS white paper
Loyalty and Loyalty Programs
The Soft Side of Loyalty (2004)
The Yin and Yang of Loyalty Marketing (2004)
The Philosophy of Rewards (2005)
Exit Lines; How to End Your Loyalty Program in Five Acts (2005)
A Question of Loyalty (2005)
The Dual Nature of B2B Customers (2004)
Show Me The Loyalty (2004)
Best Practices in Loyalty Marketing (2004)
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