CRM systems are the lifeblood of many businesses, and the volume of customer data within them keeps growing as companies digitize more processes. That data often is not being used to its full potential, beyond basic reporting on sales metrics and marketing campaigns. With the advent of mainstream ML and AI technologies, this is all changing, and quickly. There i...
For many in the pay-TV industry, Netflix was the first wake-up call that a new-generation of online or technology companies could have a significant impact on their pay-TV business. Over a 10-year period, Netflix grew from a U.S.-only DVD-by-mail service to a force in the international video enterta...
You don't have to be entrenched in the tech world to have heard the term "artificial intelligence," but what is artificial intelligence, or AI, as it's commonly known? Simply put, AI is the simulation of human intelligence processes performed by machines or computer systems. Nowadays, AI is being u...
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 in 2004 forecasting that soci...
Influencer marketing is one of the fastest-growing ways to get a message out there. It uses the popularity of people who have many followers and a wide reach, to market products and sway opinions. It's very much a marketing strategy for the social media age. "Influencer marketing is one of the faste...
It's time to get strategic about winning over Gen Y. Members of the millennial generation, or Generation Y, were born roughly between 1980 and 2000. They're the largest age cohort in human history, making up about 25 percent of the entire global population. When they're mentioned in headlines, howev...
You'd be hard pressed to find a tactic more capable of winning and losing customers than personalization. In the past, bad personalization has cost businesses three-quarters of a trillion dollars. In the future, Gartner claims smart personalization will enable businesses to boost their profits by up...
Instagram has introduced Checkout on Instagram -- an in-app purchasing tool -- as a closed beta for consumers in the United States. Among the 20 participating brands are Adidas, Nike, Burberry, Dior, Huda Beauty, Prada and Michael Kors. "Users in the U.S. can buy from a majority of these brands star...
Storytelling is a central part of e-commerce marketing, and it's vital that brands both know their own stories and understand how to tell them. Everything from brand loyalty to purchasing decisions relies on a company having an engaging and well-told story. "Facts tell, but stories sell," remarked S...
There's a reason that Amazon's stock skyrocketed 28 percent in 2018, a notable outlier amid the broader market trends. The behemoth retailer is bolstered by a few key differentiators when stacked against the competition -- but let's backtrack for a moment to examine the state of the current online m...
The U.S. Federal Trade Commission has announced a settlement of its suit against a company accused of using fake paid reviews to boost sales of its health supplement product on Amazon. The settlement puts vendors and marketing firms on notice that the FTC is committed to rigorous enforcement of rule...
The social media model has come under increased scrutiny following revelations of data misuse and news of executives reneging on some security commitments. People expecting to change the situation will need to address how social media works. This means changing not just the business model, which des...
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 ...
Microsoft and Kroger announced a collaboration on Retail as a Service to equip stores with Kroger Technology products that run on Microsoft Azure. The technology utilizes the IoT, connectivity, the cloud, and data collection and analysis to improve both customer experiences and store bottom lines. T...
Metrics matter. In business they measure sales, they measure profits, they measure brand health. Marketers measure their reputations, their ad recall, and their shares-of-market. They measure tweets and shares and all sorts of social networking outreach. Big Data was invented just to measure all the...
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I can't tell when apps use AI
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CRM Advances With AI Powers Amid Data Privacy Challenges
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