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December 8, 2018
tell your business' unique story in order to build your brand and improve customer engagement
Telling an engaging and effective story is vitally important for the success of a business. A good story draws people in, fosters loyalty, and brings your brand alive. "It's important for brands to tell their story because the story is what actually resonates with humans," said Nathan Young, storytelling communication instructor at Storytelling Consultant. "We're hardwired to remember stories." [More...]

December 6, 2018
Salesforce has announced the addition of IoT Insights to Field Service Lightning. The new tool permits signals from IoT devices to show up directly on Salesforce Service Cloud and Field Service Lightning mobile app consoles, alongside CRM data. Service organizations can draw on those IoT signals to anticipate and diagnose issues remotely, determine the source of the problem. [More...]

December 5, 2018
vendors that offer vertical crm must be willing to pivot in order to stand out in the marketplace
The hoopla over vertical market or industry CRM might be eclipsing a similar move that does the same kind of thing but with less fanfare. In the end, we might be discussing two iterations and just a difference of degree. The proliferation of CRM development platforms by companies like Microsoft, Oracle, and especially Salesforce, is changing how we regard core functionality. [More...]

December 5, 2018
today's marketers need to target friends of friends
There's one competitor we underestimated this year. It's slowly draining the attention of every human on the planet. It plays into almost all human needs -- as they are defined by the Maslow Hierarchy. It's the rectangular status-seeking device in your hands. That's right. It's your smartphone. Maslow's needs start with the basics. Starting at the bottom of the pyramid, we all need food and water. [More...]

December 1, 2018
recommendations for the next stage of crm development
We should start discussing what's beyond CRM. I chose the word "beyond" advisedly. CRM is far from dead or even in decline, so "after" would be incorrect. However, CRM already has changed so much that it may be time to rethink it. Also, many of the tangential technologies that have turbocharged CRM in the last few years, like social media, have drawn so much attention that some analysis is due. [More...]

November 29, 2018
salesforce may be preparing for the day when software will become a utility
My only question about Salesforce's recent revenue announcement is why the company described the vast majority of its nonprofessional services revenues as "subscription and support." Proserv revenues were appropriately small, at $224 million, while subscription and support was $3.17 billion, or 26 percent more than the same quarter a year earlier. Nice going, by the way. [More...]

November 28, 2018
businesses need to develop products and services based on customer expectations and needs
From technology innovation to the workplace, the business landscape has been evolving rapidly, and companies now are tasked with adapting to fast change in a world of digital transformation. There is one element that will remain a constant requirement for success: meeting the needs of customers and delivering a quality experience. Nurturing customer relationships is vital for a company's success. [More...]

November 27, 2018
for e-commerce companies artificial intelligence based targeted marketing is a powerful customer engagement tool
Shopping: It's not what it once was. Forget the long drive to the mall and countless hours of browsing. Customers now simply log in from the comfort of their own home to have the world at their fingertips. The massive uptake of e-commerce is an unprecedented shift in consumer behavior, expectations and purchases. The evidence is clear: Internet shopping is the most popular online activity. [More...]

November 20, 2018
the right internal governance processes and structure can improve the customer journey and experience
Today's customer feedback world is extremely complex with data coming from a variety of sources. With the growing number of cross-functional teams and silos within an organization, leaders have been finding it increasingly difficult to capture the full 360-degree view of the customer to drive true change within an organization. While it's clear that problems exist, what's less straightforward is why. [More...]

November 17, 2018
for e-commerce companies artificial intelligence based targeted marketing is a powerful customer engagement tool
Shopping: It's not what it once was. Forget the long drive to the mall and countless hours of browsing. Customers now simply log in from the comfort of their own home to have the world at their fingertips. The massive uptake of e-commerce is an unprecedented shift in consumer behavior, expectations and purchases. The evidence is clear: Internet shopping is the most popular online activity. [More...]

November 15, 2018
the purpose of chatbots is to improve customer engagement and they seem to be succeeding at that
How do they really know? That's the question that immediately comes to mind in reviewing the top-level data from Voxpro's recent survey of customers and their relationship with chatbots. The data show that 68 percent of consumers haven't used chatbots to contact a brand. About 1,000 people answered the survey. How reliable is that number, though? I'm not disrespecting Voxpro -- just the opposite. [More...]

November 14, 2018
4 marketing tips to offer a great customer experience
I don't have to tell you how difficult it is to find and attract customers online. With millions and millions of businesses all vying for attention, the Internet has quickly turned into a very crowded place. But, believe it or not, there's opportunity in all that clutter, and if you approach your marketing and visibility right, you can easily rise to the top. [More...]

November 13, 2018
study suggests ways b2b sellers can keep b2b buyers from drifting away
The gap between B2B buyers and sellers has been growing. More than 70 percent of B2B buyers preferred to wait to engage a seller until the latter demonstrated a clear understanding of its needs, a CSO Insights survey found. Nearly 58 percent of buyers saw little difference among sellers, and more than 10 percent saw no difference at all among sellers. [More...]

November 10, 2018
gamification has become a marketing staple and all companies should consider employing some of its strategies
Gamification is one of the hottest trends in the business world. Incorporating game elements can be a great way to engage customers and employees alike -- using an activity that has appealed to humankind since its beginnings. "Humans have been playing games for thousands of years. Some argue that games predate culture," said Brandon Marsala, creative director of content and strategy at Mindspace. [More...]

November 8, 2018
the voice of the customer may be the best mechanism to drive change in sales marketing and support operations
Before I was a parent, I was a youth leader. As individuals, teens had unique personalities, skills and stories, but one thing that was universal was the effect that parental communication had on them. Whether it was a criticism, a suggestion, or merely a bit of helpful information, the teens tended to look down on it, or even become hostile toward the messenger. [More...]

November 7, 2018
analyzing the right customer data can help reveal market trends and bolster sales efforts
The conventional sales funnel exceeded its usefulness a long time ago, roughly when the Internet gave us the ability to gather information about vendors, products and services. Without the necessity of contacting a salesperson, individuals and businesses could eliminate the middleman in the information exchange. The result was sales cycle compression and more emphasis on getting a good deal. [More...]

November 5, 2018
three paths digital disruption transforming engagement layer business processes greenfield development
Digital transformation means a lot of things to different people, but if you do it right it should be virtually unique to your circumstance. The other day I caught up with Rip Gerber, CMO at Vlocity, the Salesforce partner that specializes in vertical industries like telecommunications and insurance. Of digital disruption, Gerber told me, "Nobody changes anything without a strong business case." [More...]

November 2, 2018
amazon is paving the way for retailers to adjust to growing social mobile local customer expectations
In the last decade or so, the inability or unwillingness to adapt has caused many businesses to succumb to a newer, more innovative company, or one that has re-thought how to do business in the digital age. For example, people who can remember browsing the aisles of Borders likely understand the irony of one of Amazon's first moves into the brick-and-mortar realm: book stores. [More...]

November 1, 2018
sales engagement tools can increase pipeline activity and revenue for ecommerce smbs
"Sales engagement" is not a new concept, but the premise around its application has matured over the last few years. So, what is it? If you want the TL;DR version, it's the process of engaging with new sales opportunities quickly and persistently, with a cadence designed to connect, using multiple channels such as telephone, email, SMS and social media. [More...]

October 30, 2018
voice may be the hot customer engagement interface in the coming year
Until fairly recently, industry pundits had all but written off voice as a customer engagement channel. Considering there were more than 100 billion inbound calls via mobile devices alone in 2018, the past year has proven them wrong. There has been an incredible resurgence of voice as the new UI of choice, and it remains the chief channel for complex customer inquiries and interactions. [More...]

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Does it matter to you if products you purchase are manufactured in another country?
Yes, and I will pay more for a domestically produced product.
Yes, but my shopping decisions won't change anything, so I do what's best for me.
I care, but it's impossible to keep track of where everything is made.
I want the best quality and price, regardless of country of origin.
It depends on the country. Some are OK, some aren't.
It depends on the company. I'll buy from a reputable non-domestic brand.
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