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The 2 Layers of Customer Experience
November 18, 2015
Maybe you've already considered this, but it just popped into my head the other day as I was thinking once again about customer experience -- or CX, as some people shorten it. I've often said that customers experience moments of truth and that the experience should be focused on the things they care most about and that the business actually can do something about.
Report: Botnets Help Bump Cyberattack Attempts by 20 Percent
November 17, 2015
ThreatMetrix last week reported that it had detected and prevented more than 90 million attempted cyberattacks in real time across industries from July to September. The attempted attacks covered fraudulent online payments, logins and new account registrations, and represented a 20 percent increase over the previous quarter, according to ThreatMetrix Cybercrime Report: Q3 2015.
Sales and Marketing Sentiment: Feeling Is Perception Is Reality
November 16, 2015
About a year ago, I conducted a survey that led to my company's first-ever Sales & Marketing Sentiment Study. The idea was to get inside the heads of people in sales and marketing and reveal their feelings about the way they worked, the technology they used, and about each other. We split the results into sales and marketing responses and compared them. Integration Targets SMBs
November 12, 2015
Salesforce on Thursday announced the integration of and SalesforceIQ to better let SMBs tie customer service with sales. an all-in-one customer service app. SalesforceIQ for Small Business is a sales solution whose relationship intelligence feature captures, analyzes and brings forth relevant customer relationship information from email, calendars and other applications.
Microsoft Hands Cloud Data Control to German Trustee
November 12, 2015
Microsoft announced it will offer its Azure, Office 365 and Dynamics CRM cloud services to business clients using two Germany-based data centers hosted by a subsidiary of Deutsche Telekom. The arrangement will protect the integrity and privacy of customer data, the company said. The data centers will be under the control of T-Systems, a unit of Deutsche Telekom, which will act as data trustee.
Digital Transformation and Moments of Truth
November 11, 2015
I hadn't been aware of one of the more important CRM stories of the year until I was doing research for a new book. It's a great story and it deserves retelling, especially if you think that focusing on customers' moments of truth is important. Back in April, Starbucks announced revenues for the just-completed quarter that exceeded year-over-year attainment by a whopping 17.8 percent.
Oracle Banks on CX Cloud Verticals
November 2, 2015
Oracle last week announced a variety of industry-specific solutions and enhancements to several existing products at Oracle OpenWorld in San Francisco. The company unveiled industry-specific vertical solutions for the financial services, communications, consumer goods, high-tech, industrial manufacturing and automotive fields as part of its Customer Experience Cloud.
TalkTalk Attacked, Hit With Ransom Demand
October 23, 2015
TalkTalk on Thursday announced that it received a ransom demand following a cyberattack that may have compromised the credit card and bank details of millions of customers. "TalkTalk constantly updates its systems to make sure they are as secure as possible against the rapidly evolving threat of cybercrime, impacting an increasing number of individuals and organizations," CEO Dido Harding said.
Processing Customer Loyalty
October 12, 2015
I've had to do a lot of thinking about customer loyalty lately, both for my book and more recently for client engagements. What's interesting is how chaotic this market is and how many people are writing about it with very little data. There isn't even strong agreement on the similarities and differences between rewards programs and loyalty. Are they the same? How?
Verizon Supercookie to Let Advertisers Gorge on Customer Data
October 8, 2015
Verizon has announced it will begin sharing customer data with its AOL Advertising Network, triggering concerns about privacy and customer tracking. AOL will use Verizon's supercookie -- which is difficult to get rid of -- to track users. "This is a huge privacy problem, but carriers have never really cared that much about customer satisfaction," said tech analyst Rob Enderle.
Stop Competing on Price, Start Competing on Customer Experience
October 6, 2015
Target may be implementing price matching, but there are other ways to compete. Customer experience is the new battleground in retail sales, and winning this battle requires winning over customers with truly personalized service. Despite all the advancements in technology, personalized customer service and efforts to build customer loyalty have all but disappeared.
Salesforce IoT Cloud Makes Thunderous Debut
September 15, 2015
Salesforce has launched IoT Cloud, an Internet of Things offering designed to connect billions of events with Salesforce, which the company says will help its clients' bottom line. IoT Cloud is powered by Salesforce Thunder, the company's new massively scalable, real-time event processing engine. "Salesforce is turning the Internet of Things into the Internet of Customers," said CEO Marc Benioff.
The IoT's Data Prioritization Pearl
September 14, 2015
The era of digital transformation and the digital business, the customer experience as a key differentiator, and the movement toward smart machines are some of the common themes Gartner Distinguished Analyst Don Scheibenreif touched on in his keynote last week at the Gartner Customer 360 Summit in San Diego. These are all phenomena that have been on their way for a little while -- like a glacier.
The Tyranny of Spreadsheets
September 10, 2015
As a former sales and marketing guy, I am more than familiar with spreadsheets as a not-so-good tool for managing the avalanche of data generated by the front office, even before the big data craze. Name a department or function in business and it's easy to find people using spreadsheets to manage it -- often poorly, but through no fault of their own.
Spredfast Gets Something to Shout About
August 25, 2015
Spredfast last week announced its acquisition of Shoutlet, a social data aggregator. Shoutlet has been a "huge innovator" in the social CRM space, said Spredfast CEO Rod Favaron. "With this acquisition, Spredfast gains that technology as well as the team that built it. It's a game changer. ... Customers will have more ways to understand their audiences and impact the customer journey."
Full Circle's 80-20 Rule
August 14, 2015
I recently talked with Bonnie Crater about changing her company's name, and something really struck home. Crater is CEO of Full Circle Insights, and I've known her since her days as an executive at Salesforce. As I was listening to Crater, I recalled that old aphorism, often attributed to John Wanamaker, that half an advertising budget is wasted, but we just don't know which half.
Data and Design Can Drive Customer Loyalty
August 3, 2015
In the past, enterprises controlled the times, policies and marketing funnel for customer interactions. When things went wrong, customers reluctantly picked up the phone to call customer support, fully expecting not to be recognized, to be put on hold, to have to repeat the same information several times, and to have to spend a lot of time and effort to receive "customer service."
The Process/Platform Revolution
July 22, 2015
I've been looking at process as the next big thing in CRM for a while. It only makes sense, for several reasons. First, as we move to conducting increasing amounts of business online, we lose the intimacy of personal contact between vendor personnel and customers. In its place we need accurate and authentic processes that treat customers in ways they appreciate.
Wrangling Big Data: When in Doubt, Think Like a Customer
July 13, 2015
As businesses gain new insights about the power of data, they're discovering new sales and marketing tactics that go far beyond what previously was possible. It's not just big data and a technology-driven revolution -- it's also a shift in attitudes about data's place in sales, its role as a guide or reality check, and its ability to fuel new processes that drive greater sales performance.
Bridging the Front and Back Offices
July 9, 2015
I've written many times about how conventional, premises-based ERP seems to be evaporating. Configuration, pricing and quoting are business processes that illustrate the point. First, let's all agree that enterprise resource planning isn't going extinct as it evaporates -- it's too valuable -- but it is getting a haircut. Many of the functions leaving ERP are condensing back into the front office.
CRM's New Era
June 24, 2015
It recently occurred to me that CRM has come full circle in a fundamental way. I was never a fan of labels like "CRM 2.0" or "Social CRM" or whatever else came along, principally because those monikers didn't signify anything new in doing business. Certainly you could make a case that those names described some new attributes for the traditional set of apps but that just invites a "so what?"
What Buyers Want
June 12, 2015
Technology is giving companies an unprecedented view of their customers: demographic data; buying preferences; behaviors that signal the intent to buy; and analyses that enable them to develop expectations about how customers are likely to act during the buyer-seller relationship. Those abilities are new, and they hold a lot of promise. However, customers have changing expectations as well.
Aligning IoT, the Cloud and Digital Transformation Initiatives
June 12, 2015
The 18th annual PwC CEO survey of 1,322 corporate leaders in 77 countries, conducted between September and December 2014, found an overwhelming proportion are embarking on digital transformation initiatives to respond to escalating customer demands and intensifying competitive pressures. However, many are taking different paths to achieve their corporate objectives.
Pega Healthcare CRM Promises 360-Degree View
June 9, 2015
Pega last week announced enhancements to Pegasystems Customer Service for Healthcare, an application that integrates customer service and care management to provide a 360-degree view of all customer interactions. The application provides call center agents with data across administrative, health and care management interactions with the goal of enabling them to provide better service.
5 Modules That Will Rock Your Business
June 3, 2015
Zuora two weeks ago announced its first acquisition, Frontleaf, and a new product, Z-Insights. This marks an important moment for both Zuora and what it has called the "subscription economy." The subscription economy has spawned a culture in which people have been conditioned to expect subscription-like performance from all their vendors -- even the conventional ones.
Salesforce Makes Splash With Wave for Big Data
May 28, 2015
Salesforce on Thursday launched Wave for Big Data, a tool that will help marketers and salespeople leverage customer data in the Salesforce Analytics Cloud. Powered by the Wave platform, the Analytics Cloud will let business executives discover correlations and patterns across any combination of transactional data, as well as unstructured or semistructured big data sets.
It's the Customer Experience
May 5, 2015
Bill Clinton won the presidency with the mantra, "It's the economy, stupid," and I think CRM could borrow heavily from that pithy bit of logic. If you can check your preconceptions at the door and actually perceive the information in front of you, there's no telling what you can figure out. Such is the case with the tired phrase "customer experience."
Satisfying Customers in the Digital Transformation Era
April 29, 2015
Customers are changing the rules of business. They are well informed and well connected, and they have high expectations. Business success in the digital world depends on individuals who make recommendations based on their personal experience. These customers expect a seamless and consistent experience, regardless of which device they are using. They demand intelligent digital interactions.
Digital Disruption and a Great Gap
April 21, 2015
You can tell when the economy is doing well, because instead of worrying about how you're going to make the next mortgage payment, you worry about the next disruption in business. The big worry on the horizon now is the digital disruption, a nice piece of alliteration designed to make you question your worth. The DD is the confluence of a lot of wonderful new technology.
Sleek Ad Tailoring for Online Apparel Shoppers
April 21, 2015
Consumers are on board with the concept of buying apparel online. Especially in this era of free returns and nifty sizing tools, buying clothing and shoes off the Web has become mainstream. However, some advertisers have been slow to respond. While most of us have at some point been served ads displaying items we browsed the day before, dynamic creative has the power and potential to do much more.
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Should social media sites be held accountable for terrorists' communications?
Yes -- They are providing a platform to facilitate murder and mayhem.
Yes -- Everything must be done to protect society from danger.
Maybe -- I'm not sure they have the technological capability to stop them.
Maybe -- I'm not convinced terrorists are using them for serious plotting.
No -- Authorities should monitor social networks to gather intelligence.
No -- Social networks are no different than phone carriers or mail services.