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For gourmet fruit and foods retailer Harry & David, demand is seasonal and highly susceptible to economic conditions. Marketing success depends on three keys: Customer-centric strategic planning, behavior- and attitude-based segmentation, and gauging the effectiveness of marketing efforts over time. This paper summarizes a webinar in which the company's VP of Customer Relationship Marketing shared some of his experiences putting these keys in place at Harry & David – and how the company went from bankruptcy to profitability in less than a year, and double digit file growth in less than two years.
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