Monthly Archives: February 2009

How to Keep Your Job … and Your Business

1. Are you using RFM analysis to refine your circulation plan on a monthly basis? 2. Are you enhancing your RFM analysis with product purchased and order channel data? 3. Does your Web site work? (This question may sound silly, … Continue reading

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Ask Your Vendor Partners for Help

Last week I provided several tactics your company can use to improve the performance of your inbound call-center reps. This week, I examine another key performance area in your inbound call center: how your call-center management team reacts to shifting … Continue reading

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Is Your E-Commerce Site Up to Snuff?

In my column last week, I discussed how catalog/multichannel merchants can reduce their dependency on the USPS in the face of ever rising postal rates and the threat of a five-day delivery week. One of my suggestions was to improve … Continue reading

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What Would Reduced Mail Delivery Mean to You?

Postmaster General John Potter recently asked Congress to lift the requirement that the agency deliver mail six days a week. Dropping Saturday or Tuesday delivery seems to be the option. The obvious question then becomes: How will this affect my … Continue reading

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