Retailers in the U.S. are convinced that CRM is one of the most important aspects of their business. However, the sector in general has failed to utilize the full potential of these programs, and the industry will be striving to elevate its CRM game in the future. That's good news not only for customers, but also for the providers o...
Cyber Monday may be the most visible symbol of the increasing use of e-commerce technology in the retail sector. On just one day, Nov. 30, consumers operating from home or office computers in the U.S. spent $887 million on Internet purchases. The spending level amounted to a gain of 5 percent versus...
What U.S. business wouldn't want a customer base of 37.5 million prospects? In 2008, hospitals in the U.S. registered that many admissions -- a number that equals 12 percent of the U.S. population. Yet the hospitals in the U.S. have largely underutilized the customer relationship management tools t...
Mobile marketing has at last emerged as an important part of the marketing mix. Through a confluence of technologies and standards related to mobile devices, including 3G networks and data packages, the mobile channel can now enable large-scale marketing activities capable of engaging consumers in u...
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 ...
The U.S. has a wireless subscriber base of nearly 270 million users, with 12.5 percent using mobile Internet services. At the other end of the wireless technology spectrum, 98 percent of all cellphones in the U.S. are now text-enabled. In the past two years, texting increased more than 450 percent.
"You got your peanut butter in my chocolate!" -- "You got your chocolate in my peanut butter!" It seems painfully obvious now, but to the characters in Reese's famous candy commercials of the 1970s and 1980s, chocolate and peanut butter do actually go together quite well. In fact, what the initially...
The most valuable asset of a company is its good name. Yet the rapid growth of the Internet and the explosion of social media, in particular, have made it infinitely more challenging for a company to protect its good name. Recent examples abound of how, owing to the viral effect of social media, ord...
Can the privatized and anonymized be monetized? When it comes to the mega-million-name member lists of social network sites like Facebook and MySpace, Big Business really wants to know. As consumer databases go, the Facebook and MySpace lists have an appealing advantage over databases derived from ...
With an attractive force akin to the massive black hole at the center of the galaxy, online social networks have pulled into their orbits scores of new startups searching for profits. The target: eyeballs. Last January, Facebook totaled 68 million unique visitors and 1.1 billion page views, and MySp...
I have been remiss in not paying enough attention to social media monitoring software. I suppose it's understandable given that social media is at the margin of CRM -- moving to the center, but still in the outer shell -- and monitoring software is somewhere beyond that orbit in the software equiva...
Nobody, not even Facebook founder Mark Zuckerberg himself, has yet successfully produced a proven, sustainable and scalable business model that can satisfactorily monetize the vast ecosystem of the social networks -- Facebook, MySpace, LinkedIn, Twitter, etc. The reason for this could be rooted in ...
Yes, communities and infrastructure can't keep up
Some projects are moving too fast
No, expansion is needed to meet demand
The pace seems about right
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Enterprises Are Trading ‘Press One’ for CRM-Native AI Agents
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AI Is Forcing Companies to Rethink Employee Experience
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How AI Is Changing Sales Teams Without Replacing Reps
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Workbooks Takes On CRM Giants With Plain-English AI
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