Ontraport.com uses operating variables like company technology use, product use, and customer capabilities to segment their customers. They target small and medium businesses. They break customers into heavy users, who use the software extensively, and light users, who spend less. Heavy users help Ontraport learn how to better serve existing customers and keep them loyal. Understanding customer capabilities through their CRM system allows Ontraport to match customers' abilities and needs to grow their business and sales.
Analytical CRM - Ecommerce analysis of customer behavior to enhance sales Shrikant Samarth
Task: You are required to choose a dataset (or related datasets) in an area of interest suitable for analyzing customer relationships.
Approach: Topic is chosen – Customer behavior Analysis in Ecommerce Industry for Enhancing Sales. Brazilian E-commerce public dataset was downloaded, cleaned and performed multiple regression in SPSS to check the relationship between the dependent variable and multiple independent variables.
Findings: Customer can be retained if the product delivered in time and if there is a delay in the product delivery, it is a duty of a seller to inform the customer for the same. The payment method has proven to be an important parameter to enhance sales over a period of time. analysis suggests on-time delivery, flexibility in payment method and good customer service would help the seller to gain customer trust which would help them to convert more sales.
Tools: IBM SPSS , Excel (pivot tables and charts), Tableau
Data Mining Concepts with Customer Relationship ManagementIJERA Editor
Data mining is important in creating a great experience at e-business. Data mining is the systematic way of extracting information from data. Many of the companies are developing an online internet presence to sell or promote their products and services. Most of the internet users are aware of on-line shopping concepts and techniques to own a product. The e-commerce landscape is the relation between customer relationship management (sales, marketing & support), internet and suppliers.
Retail trade area analysis through the application of East Massachusetts geodemographic classification. Different approaches of trade area evaluation were applied and compared. Trade areas of two mall were assessed and compare as well.
Analytical CRM - Ecommerce analysis of customer behavior to enhance sales Shrikant Samarth
Task: You are required to choose a dataset (or related datasets) in an area of interest suitable for analyzing customer relationships.
Approach: Topic is chosen – Customer behavior Analysis in Ecommerce Industry for Enhancing Sales. Brazilian E-commerce public dataset was downloaded, cleaned and performed multiple regression in SPSS to check the relationship between the dependent variable and multiple independent variables.
Findings: Customer can be retained if the product delivered in time and if there is a delay in the product delivery, it is a duty of a seller to inform the customer for the same. The payment method has proven to be an important parameter to enhance sales over a period of time. analysis suggests on-time delivery, flexibility in payment method and good customer service would help the seller to gain customer trust which would help them to convert more sales.
Tools: IBM SPSS , Excel (pivot tables and charts), Tableau
Data Mining Concepts with Customer Relationship ManagementIJERA Editor
Data mining is important in creating a great experience at e-business. Data mining is the systematic way of extracting information from data. Many of the companies are developing an online internet presence to sell or promote their products and services. Most of the internet users are aware of on-line shopping concepts and techniques to own a product. The e-commerce landscape is the relation between customer relationship management (sales, marketing & support), internet and suppliers.
Retail trade area analysis through the application of East Massachusetts geodemographic classification. Different approaches of trade area evaluation were applied and compared. Trade areas of two mall were assessed and compare as well.
Designing an Agent for Information Extraction from Persian E-shopsTELKOMNIKA JOURNAL
E-shops are among the most conventional applications of Electronic Commerce. In these shops,
the buyers search for their goods through key words or classifications and read the product description
provided by the sellers. Though, when the number of items is high, this gets to be difficult for the users. On
the one hand, there are too many e-shops, and browsing in these shops to find the best and most
appropriate goods is a difficult and time-consuming process. On the other hand, product descriptions are
not the same in different websites, and there are different product forms. This study investigates about
products and sellers in various websites based on the conditions and user requirements through software
agents which present the extracted information in the form of a table to the users which enables them to
compare prices and each seller’s conditions without spending too much time for browsing. Using this
method increases precision and recall indices comparing to a conventional user browsing
The internet is being developed rapidly since last two decades, and with relevant digital economy that is driven by information technology also being developed worldwide. After a long term development of internet, which rapidly increased web users and highly speed internet connection, and some new technology also have been developed and used for web developing, those lead to firms can promote and enhance images of product and services through web site. Therefore, detailed product information and improved service attracts more and more people changed their consumer behaviour from the traditional mode to more rely on the internet shopping. On the other hand, more companies have realized that the consumer behaviour transformation is unavoidable trend, and thus change their marketing strategy. As the recent researches have indicated that, the internet shopping particularly in business to consumer (B2C) has risen and online shopping become more popular to many people. According to the report, The Emerging Digital Economy II, published by the US Department of Commerce, in some companies, the weight of e-commerce in total sales is quite high. For instance, the Dell computer company have reached 18 million dollars sales through the internet during the first quarter of 1999. As a result, about 30% of its 5.5 billion dollars total sales were achieved through the internet (Moon, 2004). Therefore, to understand internet shopping and its impact on consumer behaviour could help companies making use of it as a form of doing e-business.
There are many reasons for such a rapid developing of internet shopping, which mainly due to the benefits that internet provides. First of all, the internet offers different kind of convenience to consumers. Obviously, consumers do not need go out looking for product information as the internet can help them to search from online sites, and it also helps evaluate between each sites to get the cheapest price for purchase. Furthermore, the internet can enhance consumer use product more efficiently and effectively than other channels to satisfy their needs. Through the different search engines, consumers save time to access to the consumption related information, and which information with mixture of images, sound, and very detailed text description to help consumer learning and choosing the most suitable product (Moon, 2004). However, internet shopping has potential risks for the customers, such as payment safety, and after service. Due to the internet technology developed, internet payment recently becomes prevalent way for purchasing goods from the internet. Internet payment increase consumptive efficiency, at the same time, as its virtual property reduced internet security. After service is another way to stop customer shopping online. It is not like traditional retail, customer has risk that some after service should face to face serve, and especially in some complicated goods.
Applying the apriori algorithm for investigating the associations between dem...IJDKP
This study was conducted with the main aim to investigate the relationships between the demographic
characteristics of companies and the facilities required for their commercial websites. The research
samples were the top 100 Iranian companies as ranked by the Iranian Industrial Management Institute
(IMI); the method applied is data-mining, using the Association Rules through the A-priori algorithms. To
collect the data, an author-modified checklist has been utilized covering the three areas of the facilities
within commercial websites, i.e. fundamental, information–providing, and service-delivering facilities.
Having extracted the association rules between the mentioned two sets of variables, 68 rules with a
confidence rate of 90% and above were obtained and, based on their significance, classified into two
groups of must-have and should-have requirements; a recommended package of facilities is hitherto
offered to other companies which intend to enter e-commerce through their commercial websites with
regards to each company’s unique demographic characteristics.
Factors Influencing the E-Shoppers Perception towards E-Shopping (A Study wit...Dr. Amarjeet Singh
Purpose: The study focuses on identifying and exploring the various factors influencing the e-shoppers perception towards e-shopping.
Design / methodology / approach: A research model is developed based on the literature. For the purpose of study data collected from 100 e-shoppers belonged to Wardha City of Maharashtra. By using in structured questionnaire, descriptive statistical measure like mean has been used for analyzing the data.
Findings: The results reveal that the seven key factors like convenience, time saving, home delivery, price advantage, more choice, reliability and security significantly influenced the e-shoppers perception on e-shopping.
Contribution of the study: The result of this study provides a valuable reference to the e-marketers to understand the factors influencing e-shoppers perception. They can further sharpen their marketing strategies to attract and retain their customers.
Product Brochure: Global E-Commerce Marketplaces 2016yStats.com
Product Brochure with summarized information of our publication "Global E-Commerce Marketplaces 2016".
Find more here: https://www.ystats.com/product/global-ecommerce-marketplaces-2016/
• The project was undertaken to find out the perception of the consumer of buying grocery items through online website.
• The project studied factors like- Attributes of online shopping website which the consumer prefers, issues regarding the online shopping and the perception of the consumer towards shopping of grocery items through online portals.
A study of how application usage can help increase consumer satisfaction for ...Abeer Raza
This study uses regression analysis to determine the effects of mobile applications on consumer satisfaction. The paper focuses on the impact of mobile application usage on consumer behavior with regards to consumer engagement and brand loyalty. The author also looks into understanding the different factors within a mobile app that increases consumer satisfaction. This approach helps identify not just the factors themselves and their benefits but also their contribution in cultivating a long-term relationship between consumers and businesses.
Designing an Agent for Information Extraction from Persian E-shopsTELKOMNIKA JOURNAL
E-shops are among the most conventional applications of Electronic Commerce. In these shops,
the buyers search for their goods through key words or classifications and read the product description
provided by the sellers. Though, when the number of items is high, this gets to be difficult for the users. On
the one hand, there are too many e-shops, and browsing in these shops to find the best and most
appropriate goods is a difficult and time-consuming process. On the other hand, product descriptions are
not the same in different websites, and there are different product forms. This study investigates about
products and sellers in various websites based on the conditions and user requirements through software
agents which present the extracted information in the form of a table to the users which enables them to
compare prices and each seller’s conditions without spending too much time for browsing. Using this
method increases precision and recall indices comparing to a conventional user browsing
The internet is being developed rapidly since last two decades, and with relevant digital economy that is driven by information technology also being developed worldwide. After a long term development of internet, which rapidly increased web users and highly speed internet connection, and some new technology also have been developed and used for web developing, those lead to firms can promote and enhance images of product and services through web site. Therefore, detailed product information and improved service attracts more and more people changed their consumer behaviour from the traditional mode to more rely on the internet shopping. On the other hand, more companies have realized that the consumer behaviour transformation is unavoidable trend, and thus change their marketing strategy. As the recent researches have indicated that, the internet shopping particularly in business to consumer (B2C) has risen and online shopping become more popular to many people. According to the report, The Emerging Digital Economy II, published by the US Department of Commerce, in some companies, the weight of e-commerce in total sales is quite high. For instance, the Dell computer company have reached 18 million dollars sales through the internet during the first quarter of 1999. As a result, about 30% of its 5.5 billion dollars total sales were achieved through the internet (Moon, 2004). Therefore, to understand internet shopping and its impact on consumer behaviour could help companies making use of it as a form of doing e-business.
There are many reasons for such a rapid developing of internet shopping, which mainly due to the benefits that internet provides. First of all, the internet offers different kind of convenience to consumers. Obviously, consumers do not need go out looking for product information as the internet can help them to search from online sites, and it also helps evaluate between each sites to get the cheapest price for purchase. Furthermore, the internet can enhance consumer use product more efficiently and effectively than other channels to satisfy their needs. Through the different search engines, consumers save time to access to the consumption related information, and which information with mixture of images, sound, and very detailed text description to help consumer learning and choosing the most suitable product (Moon, 2004). However, internet shopping has potential risks for the customers, such as payment safety, and after service. Due to the internet technology developed, internet payment recently becomes prevalent way for purchasing goods from the internet. Internet payment increase consumptive efficiency, at the same time, as its virtual property reduced internet security. After service is another way to stop customer shopping online. It is not like traditional retail, customer has risk that some after service should face to face serve, and especially in some complicated goods.
Applying the apriori algorithm for investigating the associations between dem...IJDKP
This study was conducted with the main aim to investigate the relationships between the demographic
characteristics of companies and the facilities required for their commercial websites. The research
samples were the top 100 Iranian companies as ranked by the Iranian Industrial Management Institute
(IMI); the method applied is data-mining, using the Association Rules through the A-priori algorithms. To
collect the data, an author-modified checklist has been utilized covering the three areas of the facilities
within commercial websites, i.e. fundamental, information–providing, and service-delivering facilities.
Having extracted the association rules between the mentioned two sets of variables, 68 rules with a
confidence rate of 90% and above were obtained and, based on their significance, classified into two
groups of must-have and should-have requirements; a recommended package of facilities is hitherto
offered to other companies which intend to enter e-commerce through their commercial websites with
regards to each company’s unique demographic characteristics.
Factors Influencing the E-Shoppers Perception towards E-Shopping (A Study wit...Dr. Amarjeet Singh
Purpose: The study focuses on identifying and exploring the various factors influencing the e-shoppers perception towards e-shopping.
Design / methodology / approach: A research model is developed based on the literature. For the purpose of study data collected from 100 e-shoppers belonged to Wardha City of Maharashtra. By using in structured questionnaire, descriptive statistical measure like mean has been used for analyzing the data.
Findings: The results reveal that the seven key factors like convenience, time saving, home delivery, price advantage, more choice, reliability and security significantly influenced the e-shoppers perception on e-shopping.
Contribution of the study: The result of this study provides a valuable reference to the e-marketers to understand the factors influencing e-shoppers perception. They can further sharpen their marketing strategies to attract and retain their customers.
Product Brochure: Global E-Commerce Marketplaces 2016yStats.com
Product Brochure with summarized information of our publication "Global E-Commerce Marketplaces 2016".
Find more here: https://www.ystats.com/product/global-ecommerce-marketplaces-2016/
• The project was undertaken to find out the perception of the consumer of buying grocery items through online website.
• The project studied factors like- Attributes of online shopping website which the consumer prefers, issues regarding the online shopping and the perception of the consumer towards shopping of grocery items through online portals.
A study of how application usage can help increase consumer satisfaction for ...Abeer Raza
This study uses regression analysis to determine the effects of mobile applications on consumer satisfaction. The paper focuses on the impact of mobile application usage on consumer behavior with regards to consumer engagement and brand loyalty. The author also looks into understanding the different factors within a mobile app that increases consumer satisfaction. This approach helps identify not just the factors themselves and their benefits but also their contribution in cultivating a long-term relationship between consumers and businesses.
AMA_Corporate Attitudes and Adoption Trends of Multi-Channel and Omni-Channel...Scott Valentine, MBA, CSPO
Recognizing the need for insights into multi-channel use and OCM adoption,
Platt Retail Institute (PRI), in cooperation with the American Marketing
Association (AMA), and with the generous support of hybris software, decided
to undertake a survey of a portion of the AMA audience in January 2013. In
general, the purpose for conducting this research was:
1. To understand current and future marketing channel usage. As most
firms use various methods to reach their customers, we desire to gain
insights into current and future utilization, budget allocation, and
perceived channel ROI.
2. As organizations are being driven to adopt a more integrated marketing
approach, we desire to learn whether OCM strategies are being
implemented, or if there are plans to implement them within the next
three years. Underlying factors that are driving these plans, as well as
budgets allocated to implement these programs, were also considered.
The study also identifies the most significant business challenges faced
when implementing an OCM strategy, as well as who is primarily
responsible for making the decision to implement an OCM solution.
In 2008, Razorfish explored The Future of Retail for JCPenney. We noted the increasing complexity and sophistication of the global marketplace, and that retailers who have embraced change—leveraging the power of new technologies and media spaces, while putting the customer’s needs, wants, and desires at the center of the experience—have flourished.
For 2010 and beyond, we have updated and broadened this study to provide our point of view on The Future of CRM in general. It is our belief that this discipline offers brands of all kinds the most comprehensive way to thrive in a chaotic marketplace, to take advantage of new technologies, and to leap on important trends and ride them at their crest. CRM is also the master key to picking out high value customers—the ones with influence as well as loyalty—and engaging with them in a sustained fashion.
Findings of "Customer Relationship Management Systems (CRM) for Manufacturer...eLogic
FOR MANUFACTURERS WHO MANAGE RELATIONSHIPS ACROSS SALES, MARKETING, SERVICE & THE 360° CUSTOMER EXPERIENCE. Findings of Manufacturing.net and Manufacturing Business Technology Manufacturers Survey, May 2016
Forrester’s study: Discover How Marketing Analytics Increases Business Perfor...Nicolas Valenzuela
Invest In An Integrated Platform To Address Challenges Of Device Proliferation And Data Complexity
**Creemos en la cooperacion del conocimiento. Compartido por www.andabi.com
This project is related to “Organisational buying behavior for Tata Teleservises Maharashtra Limited”. Nowadays consumer is a king of market. Organisational buying behavior is the most important concept for any company by which many company formulate there marketing strategies. Thus project conducted in Pune city in Maharashtra state. The Pune city is one of the main IT Hub in India.
The Indian Internet Market Dynamics and Forecast (2008-2014) report analyses the latest developments in the fast growing Internet market of India by the main players and provides a market forecast until 2014. ROA Holdings and Optimum forecast that India's internet market is to reach as high as 868.47 million users by 2014, with an estimated compound annual growth rate (CAGR) of 20.45%. During 2008, more than 112 million subscribers were added, increasing the penetration from 20.31% to 29.76% in 2008.
In today’s market each & every firm is selling identical products, which are differentiated by
brands. The sole aim of every company is to promote their brands using different strategies in
order to earn revenue and to occupy a major market share. According to the “consumer reports” a person encounters approximately 247 images per day, but probably do not noticeeven half of them, neither gets exposed to it. This means that mere proximity or visibility ofthe message is not sufficient for the customer to notice it. Since it is not possible for thehuman brain to process so many messages all at once, the viewer often finds it difficult todecode the message communicated by the company, and thus the purpose of the wholecommunication goes in vain and gets wasted.
As the foreign companies, new technologies & consumers prospects towards innovative products, Every Electronics products are coming with internet facilities and trends towards internet usage is becoming high and high, that’s why the organisations also taking help of internet to decreasing the workload. They are extremely higher user of internet services than an individual consumer. Therefore there is a need to Internet service Providers (ISP’s) to grab this market.
MIS Course Work
Select two businesses that are competitors in the same industry and that use their web sites for electronic commerce. Visit these web sites. Prepare an evaluation of each business’s web site in terms of its function, user friendliness, and ability to support the company’s business strategy. Which site does a better job? Why? Can you make recommendations to improve these we sites?
Social Observational ActivitySpend some time observing another.docxsamuel699872
Social Observational Activity
Spend some time observing another adult interacting with at least one other adult (at home, in a park, at the mall, at work, etc.) and reflect on the nonverbal cues and body language that they tend to use. What are they trying to “say” to the other person?
Locate scholarly materials to help support your accuracy of what the person’s body language and nonverbal communication is conveying (eye contact, posture, appearance, leaning in, facial expressions, artifacts [a uniform, etc.] gestures, etc.) Be descriptive in your analysis of all non-verbal communication that you identify and body language examples.
.
Your paper should be 2-3 pages in length. Include at least two scholarly references in addition to the course textbook to support your analysis and position.
Introduction of the specific topic
Customer Relationship Management
As a group, we will be explaining how customer relationship management is a customer-focused and customer-driven organizational strategy. Elaborate on how modern CRM systems can build sustainable long-term customer relationships that can create value for both companies and their customers. In addition, to helping many companies acquire new customers while also retaining and expanding their relationships with advantageous existing customers. Overall, this topic is an approach to manage a company’s interaction with current and potential customers. It uses data analysis about customers history with a company to improve business relationships with customers. It specifically focuses on customer retention and driving sales growth. The reason this is important and relevant to our class is because businesses data is used to see what customers like and don’t like. Businesses use this because sales tend to improve overall when they use CRM.
Tentative milestone/schedule of the project.
Introduction
Customer relationship management is very commonly referred to as CRM within the business world. It is perceived as both a customer-driven and customer-focused strategy that in part is used to aid the communication between businesses and their customers (Rainer & Prince, 2020). It does in fact also contribute a great deal to many businesses marketing tactics and more specifically allowing them to focus on customers individually. Then, providing them with the proper information needed to meet their individual customer’s needs and desires, which in essence contributes to creating a customer intimacy that so many businesses lack today. With living in a very digital and internet driven world today, customer relationship management has been able to really fill a void that has unintentionally been created by the Internet because of how impersonal it has made what used to be in-person experiences, now digitized.
The process in which customer relationship management is utilized, is by employing information technologies through numerous systems and applications. It is a technology used to manag.
Similar to Operating Variables & Situational Factors (20)
Social Observational ActivitySpend some time observing another.docx
Operating Variables & Situational Factors
1. Running Head: OPERATING VARIABLES FOR ONTRAPORT.COM 1
Ontraport.com: Operating Variables and Situational Factors
Isela Espinosa – Group 5
Golden Gate University
2. OPERATING VARIABLES FOR ONTRAPORT.COM 2
Ontraport.com: Operating Variables and Situational Factors
The Operating variables are the second segmentation nested in the first segmentation of
Firmographics. The variety of its criteria such as, company technology, product and brand-use
status, customer capabilities, and customer strategic type enable ONTRAport to have a more
précised identification of current and potential customers. The operating variables can be applied
singly or in combination, therefore, the criteria must be selected thoroughly.
Ontraport targets small-to mid-sized companies, solo-entrepreneurs, located in medium-
to-large-population cities throughout the US. As ONTRAport gathers information on its
audience, the better they will know the customer. After segmenting the audience by industry,
location, and size its time to define these segments further. Product and brand-use status is how
ONTRAport will establish the perfect audience. The audience is broken up by their reactions to
products in terms of readiness to use (for those who are not customers) and usage rate (light,
medium, or heavy, for those who already purchase) are valuable means of distinguishing one
from the other (Brennan). The benefit of breaking them up allows ONTRAport to learn from its
existing customers to nurture their needs and keep them as loyal customers. ONTRAport’s
Account Managers are here to flourish the relationships in portfolio management by treating the
loyal heavy users with extra care. It is vital for ONTRAport to keep a high retention rate in order
to stay afloat of the competitors such as, Infusionsoft, HubSpot, and Pardot.
A majority of ONTRAports heavy users are people who wanted to start online stores and
online marketing experts running small businesses ranging from 1-10 employees.
ONTRAaport’s heavy users are customers that spend a substantial amount of money and who
use the software the most. The heavy users have a prior education, such as college graduates, and
3. OPERATING VARIABLES FOR ONTRAPORT.COM 3
personal experiences in the industry of marketing and sales. The light users are solo-
entrepreneurs like authors, speakers, trainers, and coaches. Light users spend the least money and
do not use the software as often as the heavy users. Regardless of being a heavy user or light
user, ONTRAport must keep a balanced customer portfolio by investing in the light users. It is
possible that the light users can become the heavy users of the future (Ferry). Perhaps they are
light users because their needs are not being met, so segmenting them will help ONTRAport
nurture them.
Another advantage of using product and brand-use status to segment is the knowledge
gained from existing customers, which helps ONTRAport define potential companies who share
similar characteristics in the use of products (Brennan). In conclusion, It is crucial for
ONTRAport to divide its audience between a light user and heaver use in order to gather
information to segment the audience in why they purchase, their capabilities to re-purchase, and
what triggers some to use the tools more than others. This operating variable is designed to meet
the needs of ONTRAport’s existing and future customer to grow the business and create more
profit for both.
Customer Capabilities is the second operating variable ONTRAport uses for its
segmenting to gather information on the general characteristics of companies. ONTRAport
understands the importance of having and using a CRM system that collects real-time data to
better segment. A CRM system helps ONTRAport in the process of establishing what customers
are capable of doing with it's product and processes in order match the abilities and uncertainties
of ONTRAport and its buyers. "CRM systems can also give customer-facing staff detailed
information on customers' personal information, purchase history, buying preferences and
concerns” (Ehrens). "Leaders, especially in marketing, need to be able to extract insights and
4. OPERATING VARIABLES FOR ONTRAPORT.COM 4
make predictions based on existing and external data," said Meagan Eisenberg, CMO of
MongoDB. Furthermore, A former VP of Customer Acquisition and Marketing at DocuSign
said, "Marketers also need to create efficiencies in the follow up of leads using predictive
analytics and modeling to create a better scoring methodology to focus on opportunities most
likely to turn into customers." (Anderson). ONTRAport’s objective is to leverage the information
in its CRM system to demonstrate a superior knowledge of their customer’s needs by solving
their problems and future customer’s problems. The CRM system helps ONTRAport define its
most profitable customers and enable ONTRAport to segment its customers into groups of
buyers with different tastes or budgets (Using CRM to build customer relationships). Lastly,
by having the CRM system ONTRAport has all the data it needs to segment and drive sales
from its existing database rather than having to spend money on attracting new clients.
Situational Factors
There are many factors that influence ONTRAport’s customer’s buying decisions.
The interpersonal relationships and communication processes between the organizational
members are some of the major contributors in the complexity. ONTRAport faces
competition of similar businesses which is the largest external factor affecting its success,
besides the ever evolving and advancement of technology. It is necessary that ONTRAport
continue to differentiate itself to stand above its competitors. Secondly, ONTRAport has to
be aware of its current and potential customers financial situation. The entrepreneur’s are
capable of choosing a similar product and service for a lower price. As a supplier, now that
Ontraport knows what factors influence organizational buyers, they can work up its business-to-
business sales strategies to manipulate organizational buying activities and thus procure more
purchases (Thakur).
5. OPERATING VARIABLES FOR ONTRAPORT.COM 5
References
Anderson, B. (2015, March 18). B2B Marketers Look To Expand Predictive Capabilities
Throughout The Customer Lifecycle. Retrieved June 15, 2015, from
http://www.demandgenreport.com/industry-topics/marketing-analytics/3164-b2b-marketers-
look-to-expand-predictive-capabilities-throughout-the-customer-lifecycle.html
Brennan, R., Canning, L., & McDowell, R. (n.d.). Business Market Segmentation. In Business-
to-business marketing (3rd ed., pp. 136-161). SAGE Publications.
Ehrens, T. (2014, November 01). What is customer relationship management (CRM) ? -
Definition from WhatIs.com. Retrieved June 15, 2015, from
http://searchcrm.techtarget.com/definition/CRM
Ferry, M. (2010, November 11). Randall Beard’s Blog. Retrieved June 14, 2015, from
https://randallbeard.wordpress.com/tag/heavy-users/
ONTRAPORT Reviews & Ratings - TrustRadius. (n.d.). Retrieved June 14, 2015, from
https://www.trustradius.com/products/ontraport/reviews
SmalBizCRM.com Reviews Ontraport CRM. (2014, June 04). Retrieved June 14, 2015, from
http://www.smallbizcrm.com/crm-software-reviews/ontraport-crm-review/
Thakur, S. (2011, July 30). What Factors Influence Organizational Buyers' Behavior. Retrieved
June 14, 2015, from http://www.brighthub.com/office/entrepreneurs/articles/122328.aspx
Using CRM to build customer relationships. (n.d.). Retrieved June 13, 2015, from
http://www.marketingdonut.co.uk/marketing/marketing-strategy/your-target-market/using-crm-
to-build-customer-relationships
Woods, E. (2002, January 01). Why real-time CRM analytics is hot. Retrieved June 15, 2015,
from http://www.computerweekly.com/opinion/Why-real-time-CRM-analytics-is-hot