The concept of "the funnel" is a sacred cow in marketing. The basic concept of leads progressing through a series of steps of escalating interaction until they finally make a purchase is intuitive. At the macro level, it is fairly easy to model the funnel and assign labels to each step -- awareness,...
Imagine this all-too-common scenario: A customer needs to add a new line to his cellphone plan. He's had a number of reception and phone issues, and he will stay with his current company only if offered a very good deal. However, the agent -- unaware of the prolonged dissatisfaction and insensitive ...
Last week, I made the suggestion that we have overdone our reliance on customer experience as a customer intimacy tool -- something that I stand by. The idea of customer experience looms large, and there is no denying its power as a theme in CRM. But if our interpretation of customer experience is...
The greatest obstacle small business operators face in adopting business process management is themselves. That factor could account for the underutilization of BPM by small businesses -- and the reason BPM vendors have targeted the small business sector as a huge potential market. Of course, the ab...
The last 10 years has brought sea changes to the customer service industry from both operations and technology standpoints. Organizations have moved away from traditional domestic live phone support toward new technologies and business models such as interactive voice response, intelligent scripting...
Last week I was doing some research for a speech, and I remembered something from a weekend stint at a cooking school that I decided to run down. I was trying to make a point about customer experience when it occurred to me that the idea has ancient roots. Hospitality law is a body of law that deal...
One business sector weathering the current economic downturn is that of business intelligence. In fact, Hans Hultgren, director of the Data Warehousing and Business Intelligence program at Daniels College of Business, told CRM Buyer that business intelligence is growing and will continue to do so. "...
In November 2008, Aberdeen published a study titled, "Lead Nurturing: The Secret to Successful Lead Generation." The survey captured the challenges and strategies from 213 organizations and found that on average, 16 percent of the total leads that are deemed "sales-ready opportunities" actually clo...
Beagle Research did some market research earlier this year that we are now announcing. The project aimed to understand some of the nuances involving scheduling appointments for services and walking in. What we discovered was in some cases reassuring and in others surprising, and I present some of ...
These days it's hard to have a conversation that doesn't eventually roll around to the state of THE ECONOMY. What's amazing is that, at this point, no one needs to use adjectives when they refer to THE ECONOMY. We've stopped bothering with words like "bad," "down" or "tough." We all know how things ...
Five years ago, megadeals were all the rage in the business process outsourcing (BPO) world. Global players such as IBM, Accenture, ACS and CSC were racking up billion-dollar multiyear contracts, mainly for accounting, human resource and procurement functions. Now that's changing. "What we can say i...
Late on a summer morning recently I got a call from my wife saying "On Point," a public radio program, was doing a show on about cloud computing. "Isn't that what you write about?" she said. "You should listen or call in." Well, I tried, and all the lines were jammed, but I was able to make a comm...
Oracle is giving users of JD Edwards -- one of the myriad enterprise software suites the company has acquired over the last decade -- a new set of tools to leverage through its value chain planning applications. It's upgrading the JD Edwards offering with a bundle of SCM-related applications and bes...
Nothing like a recession to spur business growth. In the BPM space, the current downturn has presented a major marketing opportunity for software and IT service firms. Sparked by customers seeking to cut costs and by innovations in e-commerce, the BPM market could easily double over the next several...
One of the key benefits of branded online communities relates to the idea of treating customers as cocreators or codevelopers. With the advent of social networking, companies can further automate and expand their efforts to involve customers in the innovation process. For most companies, innovation ...
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