The recently released results of the Corporate Executive Board's 2005 Benchmarking Survey shows just how involved marketing departments from B2B, high tech, B2C -- indirect channels to B2C -- and direct channels are in managing a significant part of their company's total spending on competitor, indu...
Every generation has a few seminal moments, and while a company IPO does not compare to the wars and assassinations that have typically marked a generation's coming of age, Netscape's IPO and all of the downstream bubble activity it presaged have irrevocably changed the way we all live. Before the ...
The torrent of facts, data, figures and insights that blogs deliver daily are random and chaotic, yet immensely valuable in the right context. For companies committed to getting to the truth of where they stand with their prospects, customers, suppliers and many other stakeholders, blogs are becomi...
These are exciting times to be a data analyst. I say this because two of the biggest barriers that have traditionally prevented analysts from effectively leveraging and acting upon data have been greatly reduced. The time required to compile and process data to make it useful for analysis plus our ...
As database services become increasingly commoditized, the value of databases depends more and more upon advanced consumer analytics. The technology exists both for aggregating data to input into analyses and for acting on results of such analyses in a multitude of ways and through a variety of chan...
Traditionally, e-mail program measurement focuses on overt consumer responses: We know that a customer has opened, clicked, perhaps even transacted -- but unless a coupon redemption is involved, our knowledge of why a response has occurred is often limited. With the focus in measuring e-mail progra...
Now that e-commerce is no longer a novelty, most corporations recognize some basic realities about online sales: Building and maintaining a Web site is no walk in the park; not all browsers are equally interested in buying; and when it comes to sales, slick Web copy can't replace the human touch. T...
We live in a data-rich world. Data is everywhere you look, and used in so many ways -- to build e-mails, generate lists, create target groups, form reports, even to construct the foundation of a valid strategy. Yet data remains an elusive and stubborn beast, and it can become a point of contention b...
In the early days of the dot-com boom, companies tracked "hits" and "eyeballs" and measured "stickiness" on their hastily created Web sites. As Web sites matured into viable business channels, however, these simple Web metrics proved to be of little value. Just as the customer data generated through...
Customers today come in increasingly unique and differentiated segments. They want to be seen and approached as individuals with specific needs and to feel that offers address them personally. Satisfying these self-segmented customers requires a careful balance of science and art. While creative ide...
The customer is king again. After decades of mass-market driven customer outreach, which typically lumped customers in large, homogenous segments, a complex mix of socioeconomic factors coupled with a proliferation of new media and technologies have put the customer back in the driver's seat. Today'...
Micro marketing, one-to-one marketing, niche marketing. Whatever buzzwords are used to define it, the trend driving businesses today and tomorrow is the need to profitably serve smaller and smaller audiences. This focus on knowing thy customer on a one-to-one basis is fueled by advances in technolog...
When I started researching the difference between effectiveness and efficiency, as these terms relate to sales-force automation software, I was surprised that some dictionaries use the two words to define each other. The difference between effectiveness and efficiency was rather slight in those book...
The reason for trade shows has always been the dissemination of information. Whether you are a vendor or a buyer, you go to trade shows to participate in an information exchange. Buyers get product information, and vendors justify the time and expense as lead-generation activity. At least that's the...
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CX Center Stage at Oracle CloudWorld
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New Sweetwater CEO Amplifies Vision for Music Retail
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Is Generative AI the Next Big CX Thing Despite Its Risks?
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5 Ways Retailers Can Sell More Online With a Personal Touch
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Marketers’ Texting Schedule Can Make or Break Consumer Engagement
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Subscription Sales Spur Superior Selling
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Customer Commerce Offers SMBs an E-Commerce Path to Better CX
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The Price Retailers Pay for Flawed Product Information
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AI Is Already at a Tipping Point
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