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Monday - June 28, 2021
Salesforce new technologies
There may be two Salesforce seasons in a year -- the one we're finishing and one that happens just before Dreamforce. Roughly speaking, these seasons happen when the company disgorges a raft of new technologies both to update existing products and to bring forth new ones. This season covers a lot of ground; everything from sustainability to workforce management and vertical industry CRM solutions. [More...]

Thursday - June 24, 2021
B2C marketers will increase number of digital messages
The post-pandemic era is bringing many changes to how the marketing industry interacts with messaging strategies and how marketers work. Chief among these changes is the technology they use and the frequency with which they visit company offices. But one essential industry staple is not changing. This element is the extent to which B2C marketers rely on digital messaging to engage customers and prospects. [More...]

Thursday - June 17, 2021
employees want freedom to work remotely
It seems the digital disruption is being disrupted. If the original disruption was about leveraging company data to better understand customers and to meet them where they are, the new disruption depends on all that plus supporting worker efforts wherever their lifestyles take them. [More...]

Wednesday - June 9, 2021
Professional sales strategies post-pandemic
The economic implications of Covid-19 have been devastating for many sectors and individuals. As we head into the summer of 2021 anticipating that most places in the U.S. will be fully open for business, many industries are looking at what the post-Covid recovery will mean for them. For sales professionals, the comeback might certainly bring a windfall but also presents challenges. [More...]

Tuesday - June 8, 2021
marketing automation
A lot of time and treasure has already been spent on "going digital" with no clear understanding of what that should mean. But going digital should, at least in part, mean taking full responsibility for turning a business' mountain of customer data into usable information that advances the company mission. [More...]

Friday - May 28, 2021
IT as a utility
IT has not been simply about data processing for a long time. Recent data breaches show the increasing importance of things like encryption, automated database management, and taking security measures to safeguard vital data. All of that is necessary overhead that must be supported by CPU cycles. The cheaper and faster those cycles, and the lower their energy demands, the better. [More...]

Tuesday - May 25, 2021
How to sell your CFO on a customer experience initiative
Across all businesses, the entire C-suite leadership team is looking to validate an experience management program by asking one question: what is the financial impact of my CX investment? Making a business case to the financial leaders of your company means that you have to be prepared to answer any value-based questions they might throw your way. [More...]

Monday - May 17, 2021
Oracle study shows most Americans report a change in personality due to the pandemic
Various CRM vendors have been issuing interesting survey results from the pandemic that purport to show the "new normal" in full flower. Salesforce did so recently, and now Oracle is getting into the act. While the data generated from these and many other surveys is interesting, and drives much discussion, the information content we intuit may not be everything it appears to be. [More...]

Monday - May 10, 2021
CRM's position in opening the economy
The big questions about reopening the global economy and what new moves portend are coming in for analysis. It's not yet clear what the new normal is -- and there are more than a few straws in the wind that suggest that fixing one problem might cause another. This entire discussion before us isn't really about the new normal. Instead, it's about trying to ask the right questions that will get us there. [More...]

Thursday - May 6, 2021
consumers demand fast and knowledgable customer service from e-tailers
The fifth annual Customer Expectations Report from Gladly reveals what today's consumers want from brands, especially when shopping online. The report describes how consumers' expectations of retailers have changed in the last year amid a global pandemic and an online shopping boom. Also suggested is that online shoppers tend to prefer human agents over digital assistants. [More...]

Friday - April 30, 2021
CRM platform as a business tool and strategy
I've been writing about the importance of platform as a tool and as a strategy for a while -- and not only with regard to Salesforce. I'd say most CRM vendors have a platform story; others like Oracle and Zoho come up as examples all the time. The difference with Salesforce is that it's looking beyond the platform to what it does, not only for its customers but also for the company's own positioning. [More...]

Tuesday - April 27, 2021
how to create customer loyalty and avoid the steep costs of churn
Customer churn is costing mid-market companies an average of $5.5 million per year. Retailers need to avoid the expensive mistakes that result in such disastrous churn. This presents a clamorous alarm to marketers. One solution to this costly predicament is to get sales teams to work effectively, and consistently, in CRM platforms. [More...]

Wednesday - April 21, 2021
contextual alignment for successful digital advertising
Many digital marketers spend too much on targeting an already loyal customer base rather than tapping into new streams. Dr. Jorge Barraza, professor of applied psychology at the University of Southern California, has a plan to help advertisers reach consumers that would not normally buy their products, by using the principle of contextual alignment. [More...]

Friday - April 16, 2021
newsletters for marketing purposes
Newsletters have become popular over the last few years; and especially over the past year during you-know-what when in-person meetings were taboo. Many companies are trying to figure out how to best leverage them, and new software platforms make it increasingly easy to produce one or more. What interests me about the newsletter format is how blog-like it is. [More...]

Friday - April 9, 2021
the role of digital commerce post-pandemic
Certainly, the pandemic has caused some upheavals in American business -- and it's true that the record of progress in economics is littered with creative destruction. But the absolutist prognostications about the future of digital commerce taking over the world made me think "here we go again." Trees don't grow to the moon, retrenchment is common. [More...]

Deliver winning CX every time
How important is social media to the success of your business?
Highly -- Social media is essential to our business model.
Somewhat -- We do see benefit from social media, but without it our operations would continue.
Minimally -- We're on social media because that's expected, though it's influence on our success is negligible.
Not at All -- Social media is not useful to our business.
Deliver winning CX every time