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Merkle Announces New White Paper: "Integrated Customer Marketing in Practice: Building Currencies"

August 25, 2010
Columbia, MD

Merkle(www.merkle.com), the nation's largest and fastest growing independent customer relationship marketing agency, released a thought leadership paper entitled Integrated Customer Marketing (ICM)tm in Practice: Building Currencies. The white paper introduces the concept of customer currency as a valuation standard and speaks to the importance of creating a coordinated, enterprise-wide approach to marketing. Specifically, it makes the case for organizations to strive for fully integrated customer marketing by transitioning from a campaign-focused approach to a customer-focused approach. To find out more, download a complimentary copy at www.merkle.com.

The paper outlines the three core components of ICM Currencies: Value, Segmentation and Measurement. Value defines the individual customer's significance to the organization;segmentation examines each customer based on their unique needs, attitudes and behaviors; and incremental measurement, which identifies what approaches are effective from a correlation-versus-causality perspective. The three core components outlined in this research form Merkle's best-practice approach to customer centricity and include examples from DirecTV, The Limited and The American Cancer Society.

Chris Crayner, Senior Vice President and Chief Strategy Officer, Merkle, said, "Within most organizations, the same customer is measured and evaluated using very different standards. It is essential to establish, prioritize and manage the value that each customer brings to your organization, and track this value throughout the customer lifecyle. A shared customer value currency serves to set priorities and integrate all customer communications and interactions that take place involving marketing, sales and service."

Craig Dempster, Executive Vice President and Chief Marketing Officer, Merkle, said, "Merkle is committed to bringing new approaches and cutting-edge research to the marketing sector. Our goal with this new white paper is to generate ideas and encourage a reexamination of how marketing is typically performed. We hope our white paper fosters an ongoing dialog that highlights the importance of integrated customer strategies within our organizations today." 

About Merkle

Merkle is a leading data-driven customer experience management (CXM) company that specialises in the delivery of unique, personalised customer experiences across platforms and devices. For more than 30 years, Fortune 1000 companies and leading nonprofit organisations have partnered with Merkle to maximise the value of their customer portfolios. The company’s heritage in data, technology, and analytics forms the foundation for its unmatched skills in understanding consumer insights that drive hyper-personalised marketing strategies. Its combined strengths in performance media, customer experience, customer relationship management, loyalty, and enterprise marketing technology drive improved marketing results and competitive advantage. With 13,000+ employees, Merkle is headquartered in Columbia, Maryland, with 50+ additional offices throughout the Americas, EMEA, and APAC. Merkle is a dentsu company. For more information, contact Merkle at 1-877-9-Merkle or visit www.merkle.com.

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