Andy Swenson, VP of Database and Revenue Management at Pinnacle Entertainment outlined their approach to customer loyalty, which included some great takeaways for companies in any industry. The gaming resorts leader partnered with Teradata to provide the database and with SAS to handle the marketing solution that enabled them to differentiate
Tag: internal alignment
Scott Hudgins, VP of Customer Managed Relationships at The Walt Disney Company shared details about how Disney has approached CRM and the guiding principles and key learnings that have driven their success. They began their CRM process in 2001 knowing that most of their customers were somewhere in one of their
Jim Bampos presented in a session today at PBLS11 titled, Driving the Total Customer Experience with Data. He described the extraordinary journey he’s led his company on to manage customer experience and how it literally transformed EMC to be centered on the customer. Prior to embarking on that journey, EMC saw itself as a data
It’s no secret that SAS enjoys a high degree of customer loyalty and it’s also well known that part of what drives that loyalty is driven by how much we pay attention to our customers. This devotion to our customers is helping to ensure that we deliver on our promise
More and more, executives have questions about social media, and recently they have turned to me for answers. It’s clear they’re moving along the continuum of interest from ‘I’ll let this fad pass,’ to ‘wow, I best get on board this train before I get left behind.’ Because I grapple
In the past eighteen months as a marketing organization, we have spent a significant amount of time realigning strategy, reallocating resources, and in some cases hiring new marketing employees. So what’s driving this recent hiring and shifting? The dramatic changes and the rate of change that is happening in the
The Social Media phenomenon, coupled with the recent and seismic economic shift, is forcing marketing leaders to rethink their priorities and methods. More and more of us are realizing that yesterday’s results, including the process that delivered those results, are out of alignment with today’s focus. It turns out Twitter,
On a recent trip to SAS, Paul Greenberg shared his thoughts and ideas about marketing and social media. He pointed out that the rise of social media is not simply a change in how we do business; it signals a deeper transformation in how humans communicate online. Paul cited examples,