By now, most people understand the power and the value of adding a social component to your CRM strategy. Perhaps you're not yet ready to go to full social CRM, but you no doubt recognize that there is a lot of value in engaging with customers in the ways they want to engage. As social media become ...
The logistics industry is facing challenges in adopting a sustainable and profitable CRM strategy, and there is inertia when it comes to replacing or augmenting disparate CRM solutions adopted by different business units, like retail, as well as various channels, like phone, Web, email, etc. These ...
Every year around this time, I write two columns -- one on the year that was and another on what I expect the new year to bring. There is no methodology for this process, and I believe this lack of method is important. I take a blank screen and fill it up with what has been on my mind for the last ...
Radian6 Social Marketing Cloud has been released -- it's the first Radian6 product to come to market after the company's acquisition by Salesforce.com earlier this year. It is also the first product in which Salesforce.com's functionality has been tightly embedded in the Radian6 feature set, althoug...
Ralph Waldo Emerson wrote famously in his essay "Self-Reliance" that "a foolish consistency is the hobgoblin of little minds." These days, many people drop the "foolish" out of the statement and thus completely pervert the saying's meaning, creating a justification to bash the idea of consistency. C...
Forrester Research has been heating up the marketplace lately with a string of interesting reports and forecasts that impact CRM and the front office generally. One that I saw, "Capitalizing on Live Video Chat" by Diane Clarkson talks about the bright future of using video rather than text chat in ...
The logistics industry faces several challenges with the tremendous growth observed in the last two decades. Global manufacturers in industries such as automotive, IT and consumer goods have outsourced supply chain activities such as distribution and warehousing to third parties. The industry has be...
Operational for just barely four months, the Consumer Financial Protection Bureau has received some 5,000 complaints about credit card companies. The bureau issued an interim report on the nature of the complaints, ranging from objectionable advertising and marketing practices, application processi...
Each dollar spent on CRM yields $5.60 in benefits, according to a recent report. Though the findings are interesting, the methodology is questionable. The 70 participating companies were customers of a firm that had been profiled in case studies, meaning that they were not necessarily typical CRM u...
Economics is a social science, much to the chagrin of neoclassical economists who prefer to think of it as a hard science, like physics, full of equations and certainty. I think of myself as a Keynesian, and while I can see the equations, the certainty eludes me. What I see mostly are people, all ...
Social CRM has been contemplated and debated, defined and refined, cussed and discussed. These many years of excited conversation about what SCRM could do for businesses and what businesses need to do to make it a reality have created more questions than answers for many companies. That's created an...
The big number always seems to be there. The big number is the amount of money the U.S. federal government invests in information technology. In constant dollars, that number has hovered slightly above or slightly below $80 billion per year since 2007, according to TechAmerica. That funding level is...
You have probably transacted business with Paciolan at some point in your life, even if you don't recognize the name. Perhaps you did it just by purchasing event tickets. Paciolan is a 30-year-old, private-label vendor that powers ticket sales for college athletic games, professional sports and perf...
Marketers are embracing the need for customer intelligence to provide actionable insight to optimize revenue. But how do you get started? Treating what you have today as actionable insight enables marketers to think about using their existing data as customer intelligence, learn from it, and then in...
LeadLife Solutions has released a second-generation marketing automation product that combines a Web 2.0 user interface with a visual campaign builder designed to make marketing automation easier for companies. The new solution provides an easy-to-use alternative to complex marketing automation offe...
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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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Customer Analytics Now a Pivotal Piece of the Retail Sales Puzzle
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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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