CRM is not itself a technology -- it's a discipline enabled by a technology. But the ideas are so completely enmeshed with technology today that it's almost impossible to talk CRM without lapsing into jargon. That's led to the abduction, abuse and expropriation of technical terms, which often resul...
CRM technology -- along with the way we use it -- is going through an interesting patch of development right now. In part because mobile devices are now delivering on their potential, there's a renewed vigor around mobile CRM. At the same time, because the case for social media's permanent status as...
The mainframe application forms the core of the system where the bulk of the order processing takes place. The traditional mainframe UI in, say, SCOBOL (Screen COBOL) is being augmented/replaced through the front-ending applications built in VB, ASP, .Net, etc. The front-end screens fetch the custo...
My friend Hank retired from the Coast Guard after a 20-year career, and now he's pursuing a second career of service as the executive director for the Alameda Food Bank, another truly worthy career path. During a recent party, we got to talking about work -- me about CRM, him about the food bank. As...
Customers' buying behaviors and businesses' engagement models are shifting. Traditional is out, next-gen is in. Today it is the customer who influences and forces the evolution of business models. Cloud-based Internet peer networks drive the buying decisions for large segments of customers. Enterpri...
Maybe I'll take some heat for this, but I am trying to live by Don Tapscott's and Anthony Williams' ideas, especially concerning transparency. Let me digress already. Tapscott and Williams wrote a very good book called Wikinomics and followed it up with a better one, Macrowikinomics. As the titles...
"What's my motivation?" Sounds like a corny question an overwrought actor might pose to a director on the boards or in front of a camera. But we all have motivations -- and it's smart to understand your own and those of your vendor when it comes to CRM. No one wakes up one morning and decides, "What...
To remain successful against the backdrop of complex market dynamics and increased competition, it has become critical for organizations to offer more evolved products and services that are not only cost-effective, but also extendable, scalable and focused on improved customer experience. Cloud com...
'Tis the Season. And it's better to give than to receive. And you'd better watch out. Besides being Christmas gibberish, those statements apply neatly to CRM. It's always the season to think about improving how your employees use CRM. It's better to give them tools that reward them for using them ...
A few weeks ago, Computer History Museum's upcoming exhibit "Revolution: the First 2000 years of Computing." I was there to see a model of the SAGE computing facility, but I also reveled in seeing pieces of ENIAC, JOHNNIAC and a host of other early computers. As I toured the still-under-construction...
A lot of information is coming together this quarter that begins to put a new spin on social CRM. While we've all been busy getting networked in our personal lives and professionally, a huge mountain of data has been accumulating that will make our work in social technology more valuable. Last week...
CRM had a reputation as an often-unsuccessful technology, but it's not the technology that causes failure -- in most cases, failure is the result errors in expectations and execution on the part of users and implementers. Those errors often appear very early. There are many great reasons for impleme...
If you're in the CRM industry, you may have a slightly skewed view of the world when it comes to CRM penetration. Many of my peers, when they hear about a company that still uses a home-brew system to manage sales, marketing and service, are aghast. With hundreds of applications out there and thousa...
Consider the left hand of sales methodology and the right hand of digital strategy. It's 2010 and the two hands still do not know what the other is up to. Even with the most advanced of our clients, the digital strategy is focused on lead generation, awareness and a bevy of other activities aimed at...
In general, professionals and customers involved in unsuccessful CRM transformations commonly point to certain causes of failure. These vary from lack of customer-centric strategy to absence of measurable goals, poor change management to poor implementation. In our personal experience, most CRM impl...
Accessibility of service
Convenience in any situation
Cost-effectiveness
Eco-friendliness
No need for parking
Safe ride when having too much fun
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How To Leverage Gen AI Without Losing the Corporate Shirt
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The Future of Gen AI in Retail: Balancing Human Factors With Revenue Growth
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Is Generative AI the Next Big CX Thing Despite Its Risks?
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Beyond the Cart: UX Hits and Misses Can Make or Break a Virtual Storefront
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Spectrio Digital Signage Gives AI Assist to In-Store Marketing
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5 Ways Retailers Can Sell More Online With a Personal Touch
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A New Era of Customer Service
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Omnichannel, Online Consumers Shift to Mindful Shopping Practices
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Landing Intelligent Customer Service
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