Get the E-Commerce Minute Newsletter from the E-Commerce Times » View Sample | Subscribe
Welcome Guest | Sign In
CRMBuyer.com
Marketers Need New Strategies To Parry Cookieless Advertising
July 29, 2021
The impending loss of third-party digital cookies will soon force the e-commerce advertising industry to shift its strategies fast. These developments are issuing a real blow to advertisers seeking to leverage third-party data. At issue now is how brands will regroup from these substantial changes to online advertising.
How Consumers Now Define a Good Customer Experience
July 12, 2021
The magnitude to which retail stores recover when consumers fully adjust to post-pandemic routines may well hinge on the shopping experiences they offer. A new study of consumers in the U.S. and UK shows that the majority of shoppers today view customer experience as one of the most important factors when making purchasing decisions.
CRM's Virtuous Circle
July 6, 2021
First, cloud-based CRM democratized business information, then it erased the distance between customers and vendors. Now it is poised to expand into other areas with similar democratizing opportunities. I am speaking about how we work -- at least those of us in the knowledge economy -- but there's a good chance that CRM's reach will also influence the economy of essential workers too.
Congress Backs Billions for Tech R&D Though Enactment Uncertain
July 1, 2021
The U.S. technology industry is guardedly supporting a massive legislative package designed to address a range of issues affecting the sector, including a federal commitment to add billions of dollars to government technology research and development programs. Sen. Todd Young, R-Ind., characterized the legislation as "a landmark bill to out-compete China in key emerging technology areas critical to our national security."
Salesforce Season
June 28, 2021
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.
B2C Marketers Plan To Double the Volume of Digital Messages
June 24, 2021
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.
Working From Wherever
June 17, 2021
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.
Grinding Data Into Information
June 8, 2021
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.
Next Step in the Birth of an IT Utility
May 28, 2021
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.
Have Consumers Changed Character for Keeps? Not So Fast
May 17, 2021
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.
A Raft of New Information Muddles CRM's Future
May 10, 2021
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.
Automated or Human, Consumers Demand Smart, Speedy Service
May 6, 2021
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.
Three-Part Evolution
April 30, 2021
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.
How to Avoid the Cost of Churn With Better Customer Experiences
April 27, 2021
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.
CPG Brands Doubling Down on Direct-to-Consumer E-Commerce
April 20, 2021
An increasing number of consumer-packaged goods companies are shifting to the direct-to-consumer e-commerce model, thus bypassing retailers as middlemen. This raises questions of how manufacturers can meet customers' needs without jeopardizing relationships with their retail distribution partners. The E-Commerce Times spoke with several DTC experts to help shed some light on these issues.
Transitioning to Hybrid Commerce
April 9, 2021
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.
How to Ride the 'Consumer Wave' to Better Customer Experiences
April 5, 2021
Even the most customer-centric businesses can overestimate their performance or miss the broad trends in customer behavior. That is why NICE inContact conducts annual surveys that track the customer experience from the perspective of businesses and consumers. CRM Buyer discussed the recent findings and related issues in more detail with the company's CEO Paul Jarman.
Sophisticated CRM Now at the Core of Customer Success
April 1, 2021
With most workers continuing to work remotely, CRM has become an important tool for managing relationship risk. Financial firms have to deal with market and operational risk, consumer retailers have to focus on supply chain risk, and all companies have to keep an eye on economic risk. Relationship risk is no different, and the role of the CRM is right at the center.
Implementing Iterative ROI
March 22, 2021
In the old days you could identify weak spots in your business and purchase software systems designed to eliminate or at least to significantly reduce those liabilities. Performing an ROI analysis usually consisted of two parts: a before study to determine the business' steady state; and a post implementation analysis to determine improvement. Good as that sounds, such studies left out a lot.
The CRM Systems Training Issue
March 15, 2021
As the CRM solution set continues to grow, it's likely that training systems will be increasingly important. That growth has the effect of converging vendor functionality at roughly the same place, making tertiary product attributes like training systems important differentiators. Taking this into account, the next big thing in CRM might not be a new customer-facing app -- but one that faces employees.
Mirror Image Solutions
March 8, 2021
Two CRM vendors made news recently. Zoho had an analyst conference that reminded us that many businesses don't benefit enough from verticalized suites; and Microsoft introduced several vertical industry systems, including one for nonprofits. One could say that Zoho and Microsoft displayed mirror image solutions in some ways. Let's take closer look.
Get Your CRM Ready for Some Good News
March 1, 2021
There is budding optimism about the future. COVID-19 cases and deaths are in decline, financial indicators are decent and trending up, and forecasters are predicting a booming economy. This involves a lot of buying and selling at both the business-to-business and business-to-consumer ends of the spectrum. So now might be a very good time to take inventory on plant, equipment and employees through the lens of CRM.
Shifting Shopping Trends Push Retailers to Rethink Marketing
February 25, 2021
Shopping trends are expanding as the pandemic's effect on e-commerce continues, forcing retailers to adapt their marketing strategies to meet new consumer expectations and demands, according to a new report. Consumer adoption of digital shopping is driving increased use of user-generated content, new private labels, and access to product sampling.
New Customer Experience Needs and Commerce Trends for 2021
February 24, 2021
Commerce analysts do not see consumers shedding their newfound buying options in the wake of a post-pandemic marketplace. Concerns for health safety, social distancing, and remote working will remain priorities for many shoppers. Merchants who demonstrate that they are able to quickly get products to consumers, resolve issues with customer service, and provide fast delivery and returns will be the ones that thrive.
Normalized
February 19, 2021
Salesforce has made it official, coming back to the office will be a fluid thing -- and why not? The company has arguably done more in the last year to build systems such as Salesforce Anywhere and Work.com that enable workers -- at least a kind of knowledge worker -- to work from anywhere. Think of what this means.
How Biometric Authentication Methods Will Revamp the Commerce Experience
February 17, 2021
As they become more prominent, consumers will enjoy shopping experiences that no longer rely on payments from a piece of plastic with a four-digit pin. Instead, consumers will use unique motion sensors in smartphone devices to passively authenticate people using their walking behavior and other contextual biometric signals. Some of these contactless procedures are already being deployed.
Oracle's Reinvention
February 16, 2021
Oracle's continued strides in the tech space say a lot about perseverance and deep pockets. It was a darling of the 20th century tech era, rising from a startup in the database wars and becoming the sole surviving independent database company. But at some point, success leveled out its rise and it became just another big company. Then came the challenge of cloud computing.
CRM's Pandemic Performance
February 1, 2021
If you step back and look at what the tech sector has demonstrated to us through COVID, you can feel impressed. Early in the crisis vendors like Salesforce and Zoho began offering their products for free, or at low cost, to companies and end users suddenly faced with working at home. Oracle, Salesforce and others also developed tracking apps that could be easily deployed on the Web to help health authorities track exposure and quarantines.
Misunderstood Loyalty
January 22, 2021
Both marketing and loyalty had delayed starts in the CRM world, and both exhibited traits of confusion among those charged with their rollouts; strongly evidenced by a lack of specificity in the early applications that carried their badges. Loyalty is back in the spotlight now; as multiple vendors have entered the loyalty market as both startups and established businesses take a swing at the ball.
Conversational Platform Trends for 2021
January 19, 2021
Live chat and conversational platform technologies have made significant advancements in recent years. Thanks to AI and machine learning, these implementations have gone beyond just being a customer support tool, to a crucial component of an e-commerce revenue engine. Here's what retailers need to know to get maximum conversions and satisfied customers from live chat tools in 2021 and beyond.
See More Articles in Business Section >>
Make It Big 2021
Given the spread of the Covid-19 Delta variant, if my employer requires me to return to the company's location in 2021, I will...
Agree because I'm fully vaccinated.
Agree if the company institutes a mandatory mask requirement and other safety protocols.
Comply reluctantly, because I can't afford to lose my job, but start looking for different employment.
Resign immediately so I can dedicate all of my time to find a job I feel is safer.
Resign because I'm not vaccinated and don't want to risk infection to myself or others.