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How to Rebuild Trust After E-Commerce Blunders
March 10, 2021
One of the big marketing decisions confronting e-commerce vendors today is whether current performance is good enough. Online vendors need to consider their customers' shopping experience in order to assess existing barriers to stronger shopper responsiveness to digital storefronts. For retailers who drop the ball with errors such as inaccurate product feeds and promised products that never arrive, it's redo time.
Dreamforce and Beyond
December 16, 2020
Three announcements at Dreamforce tell a credible story of the future in which algorithmically driven assistance drives business -- and much more. We've long known that we can't manage what we can't measure, and measurement requires data to deliver real information. These announcements provide an insight into how that gets done.
Where to in 2021?
December 10, 2020
The front office is moving out the front door and into the world. Actually, it's exiting via the Internet, the windows and side doors, to form the basis of what will be the 'next normal' or whatever future historians want to call it. For a while, when we were just dabbling with mobility and social media, we could ignore all that -- but no more.
How to Continue Winning Business During a Pandemic
November 9, 2020
Today, change feels more common than stability. On top of all the uncertainty, sales professionals face increased demands while rebuilding the pipeline. Yet it's clear that there is still business to be won. But first we must assess the new realities this pandemic has brought on. Here are five ways the sales world has changed and what teams can do to adapt and prosper.
Chat Commerce Driving Higher Revenue, Better CX
November 6, 2020
More consumers are shopping via phones and other mobile devices, and companies that use chat with commerce are reaping rewards while improving the customer experience. New commerce research reveals that at least two-thirds of firms using chat apps such as WhatsApp and WeChat see greater commerce gains than competitors that do not.
It's Still a Young CRM Market
August 20, 2020
The IDC CRM market share numbers are in for 2019. For the seventh consecutive year Salesforce leads the pack, this time with 18.4 percent of the market. Other big vendors trailing the leader include, SAP, Oracle, Microsoft and Adobe. After 25 years of competition, the runners-up have a combined share that is still less than that of Salesforce.
Improving Company Performance
July 13, 2020
A recent study found that businesses across North America are led well and staffed with people who are engaged in what they're doing. But technology is barely adequate -- and because of this, managers should devote their attention to improving systems whenever they think about how to improve overall company performance.
Cultural CRM-ization
April 29, 2020
You can reduce the story of CRM to a lot of things, especially its many component parts. Social networking, cloud computing and analytics are mentioned often. We don't need an exhaustive list, but if we stop there I think we miss a lot. To me CRM isn't about the parts, although like most people following the industry, I get a modicum of joy when a vendor adds something new to the toolbox.
How Social Selling Changed the Buyer's Journey
February 27, 2020
Social selling has changed how online consumers are interacting with and buying from e-commerce businesses. Why? Because it's had a huge impact on the buyer's journey as a whole. Today, we live in a digital world, and this means the consumer has the upper hand, thanks to the growth in e-commerce and the Internet of Things. The modern buyer does more research up front and online.
Latest E-Commerce Trend: The Rise of Shoppable Posts
February 11, 2020
There were 4,521,480,071 Internet users as of Dec. 1, 2019. A month later it was closer to 5 billion users. A decade ago there were fewer than a billion social network users. That's worldwide. That user growth has been a leading indicator of the rise of alternative social networking platforms. Marketers -- and consumers -- are always on the lookout for the newest thing with which to engage.
4 Marketing Automation Tools for SMB Success in 2020
January 14, 2020
Marketing automation isn't a thing of the future -- it's very much a part of the here and now for small and midsized businesses across the world. However, many are unaware of a variety of marketing automation tools that can help SMBs reach customers in a timely and effective way. To compete with larger firms on customer reach, SMBs need to approach their marketing plan with a strategic mindset.
Building E-Commerce Wave: Social Media Shopping
January 13, 2020
Consumers are on social media constantly, scrolling through posts. Many have begun clicking on brand posts and making purchases. "Social commerce is becoming increasingly popular for brands," noted Darin Archer, chief strategy officer at Elastic Path. "Even when the transaction itself may be happening outside the app, there's a much smaller gap between discovery and purchase."
FTC Targets Fake Influencer Metrics, Fake Reviews
October 23, 2019
The FTC announced settlements of a series of fraudulent marketing charges against two high-profile firms. The actions taken make it clear that anyone who engages in similar illegal behavior will face enforcement action, the FTC said. In the first case, Devumi agreed to settle the FTC's first-ever complaint challenging the sale of fake indicators of social media influence.
Hey Sellers - Your Customers Are #WorkingPoolside Today
October 2, 2019
Your new salespeople have very specific expectations of how their workday should flow. These 20-somethings want to sign a contract poolside, then post about it on Instagram -- #workingpoolside, anyone? They want to approve a purchase order on the go as they head to post-work Pilates and pizza. They want zero bumps in the road as they go from meeting to mixer.
For Brands the Future Is Facebook
June 7, 2019
Mark Zuckerberg recently said that the future of Facebook is private. Interestingly, connecting the dots between all the announcements made at Facebook's 2019 developers conference draws a bright picture of what the future looks like for brands, small e-commerce stores, and new businesses using the Facebook family of apps. It includes a whole new world of opportunities.
The Biggest Customer Service Mistakes Brands Make on Social Media
May 29, 2019
Social media has become a part of everyday life. Case in point: Eighty-one percent of people in the U.S. have a social networking profile, and the number of worldwide users is expected to reach 3.02 billion by 2021. Consumers also have been devoting more of their time to engaging with social media sites. One-seventh of the average user's waking life is spent on social media.
What Social Can Learn From CRM
April 25, 2019
There's been a chorus of calls from all corners for social media regulation -- from pundits like me to the halls of Congress and even from Facebook CEO Mark Zuckerberg himself. The social media community seems tied up in knots over what to do about the abuse happening within their communities, but if you look elsewhere you might see signs of solutions that could solve some fundamental problems.
Social Media's Next Act
April 9, 2019
A little over 10 years ago, we were toasting social media as the great innovation that would enable CRM to traverse the mythical last mile between vendors and customers. Every analyst had something positive to say about social and its future role in CRM. I wrote a paper forecasting that social networking and analytics would be tightly interwoven into the fabric of the vendor-customer relationship.
How to Bring Relationships Back to CRM
March 16, 2019
Customer relationship management is a term you've likely heard if you have worked in the tech space. CRM software solutions have not always been as far-reaching as they are today. Over the last 40 years, CRM has evolved from a range of disparate business solutions developed for various customer needs. The earliest CRM tools were devices like Rolodexes, which you can hardly even find these days.
Pitney Bowes Launches Self-Service Tool to Drive Post-Buy Revenue
March 6, 2019
Pitney Bowes has unveiled Consumer Connect, a self-service post-purchase marketing solution for retailers and brands. "Retail marketers spend a tremendous amount of time and money attracting consumers and getting them to click the buy button only to leave them in the hands of third-party shipping partners for tracking and notifications until the package is delivered," noted Pitney Bowes EVP Lila Snyder.
The Teetering Social Empire
January 9, 2019
Disruptive innovations are only disruptive for as long as it takes competition to develop and thus create a market. Worse, for the disruptor, the niche it created can spawn other niches. Social networking provides a vivid example. First, there were networking sites that could help you find a job or a sales lead. Then there were social sites whose purpose was simply, well, networking.
2019 CRM Wish List
January 3, 2019
I've been writing a forecast column every year at least since W was president. Nothing's wrong with that, lots of people do. However, I often find that my forecast is more of a wish list than a true prognostication, so this time I'll dispense with the fiction of analytical rigor and just say what I think needs to happen. First, the industry is consolidating. The big and successful companies are competing on a different plane than the smaller ones.
The 4 Best Ways to Get Customers to Pay Attention
November 14, 2018
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.
Dreamforce 2018
October 1, 2018
Salesforce has been very good at skating to where the puck will be, to paraphrase the great Wayne Gretzky. As a result, the company has a long line of firsts, beginning with its initial disruption and continuing through its early adoption of social media and analytics. So it's no surprise that it is pursuing some very different issues now than it did almost 20 years ago -- or even five.
Nimble CEO Jon Ferrara: The Beauty of the CRM Beast
September 6, 2018
"The reality of relationships is that people buy from people they like, know and trust," said Nimble CEO Jon Ferrara. "In the old days, before we ever engaged in selling, we made a connection by looking at books, things on the shelves, that kind of thing. Today, we're doing that more and more electronically. Social is the perfect way to know more about somebody, and that's actually your job."
Dreamforce Considerations
August 28, 2018
The Salesforce people whom I speak with are all heads down and breathing hard in the big push to Dreamforce. In other words, things are normal for this part of the cycle. The big questions for each show are, "What will the vendor emphasize this time?" and "Will that be a tone set for the industry for the year ahead?" Sometimes the announcements set a tone but not always.
Ad Targeting Tool Leverages Real-World Relationships to Influence Buying Decisions
August 24, 2018
AdTheorent, which offers a machine learning platform for advertisers, has announced AdTheorent Relationship Targeting. This new product allows advertisers to harness the power of relationships with family members, cohabitants or friends to influence a consumer to take desired actions. Word of mouth is the primary factor behind 20-50 percent of all purchasing decisions, AdTheorent noted.
5 Steps to a Riveting Company Story
August 22, 2018
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."
5 Strategies for Collecting, Creating and Circulating Customer Testimonials
August 14, 2018
Most of us understand how overwhelming it can be moving to a new city. Surrounded by a host of options for dining, shopping, daycare, leisure time, auto mechanics and everything else under the sun, making an educated decision on where to go involves some groundwork. So what is there to do? Many of us will turn to a new coworker or neighbor for recommendations.
The Social Utility 2
August 7, 2018
Social is nearing the end of its "hypecycle," the phase during which an innovation is seen as everything from a cancer cure to free lunch. Most of the claims prove baseless, but then something curious happens. Users take another look and discover some things that the innovation is good for. There's a really good case to be made for a technology that helps you keep in touch with your 200 besties.
See More Articles in Social CRM Section >>
Contact Center AI Explained by Pop Culture
Would you license your personal data to advertising platforms if you were paid directly for it?
Yes -- So much of my personal data is already in the hands of advertisers anyhow; I may as well be paid for it.
Possibly -- It depends how much I would be compensated and how the data I authorize to share would be used and protected.
No -- I would not sell my personal data at any price.
Ekata Pro Insight Identity Review
Contact Center AI Explained by Pop Culture