During Dreamforce there was a panel discussion for media and the financial and industry analysts. Some of Salesforce.com's senior executives were there for a panel discussion, which included Chief Financial Officer Steve Cakebread, cofounder and Executive Vice President Parker Harris and Vice Presi...
The familiar adage that the consumer is always right has taken on a new meaning in the Internet age. Rather than talk with a store manager, consumers are now making their feelings about different products known on message boards and blogs. "Many companies tried to ignore the online forums, but most ...
Google may be No. 1 in terms of overall usage of its search engines. However, it appears to be falling short in one very important, non-tech metric: customer satisfaction. For the first time, Yahoo has overtaken Google to claim the top spot in this area, according to the University of Michigan's Ame...
Given the many tools that comprise Web 2.0, many business to customer companies are experimenting with each, aiming to synchronize content through a content management system. Based on projects underway at several large consumer goods product manufacturers, this is working out very well, and is in f...
Direct search, or direct navigation, occurs when a potential customer guesses a domain name and types it into his or her browser address bar. The domain name often corresponds to the type of product or service being sought. Direct search is responsible for less than 20 percent of the online connecti...
The coming year is going to reorder entire industries due to customer churn. With this reordering will be an entirely new set of selling dynamics, as existing ones prove marginally successful into 2007. The old "bundle three" rule for higher customer retention will prove no longer as effective as i...
A recent national survey found that an overwhelming 83 percent of consumers would purchase more online if retailers provided more interactive and interesting sites. Consumers surveyed expressed interest in a wide variety of features that would improve their shopping experience, but what does creatin...
First it was support for e-mail marketing, then it was a user interface that displayed real time system data -- also known as the "Dashboard." Now the latest must-have feature in on-demand CRM, at least as evidenced by two separate offerings, is paid search. Both NetSuite and Salesforce.com have in...
Implementing a Web Analytics Solution for your site can be fraught with all kinds of peril, but knowing what you're in for goes a long way toward avoiding the biggest headaches, as Part 1 of this two-part series points out. Part 2 continues the discussion of effective ways to deal with potential pro...
By definition Search Engine Marketing refers to both paid search and Search Engine Optimization (SEO). The former is based on a pay-per-click advertising model as companies bid on specific search terms or in the case of Google, AdWords, to get a more visible placement within search engine results.
At first I did not know how to react to the news that AOL and Yahoo were going to be charging companies to guarantee delivery of e-mail. Was I supposed to feel good as a CRM person that a new avenue of message delivery was opening up, or was I supposed to man the barricades as a consumer to protest...
The market has declared CRM dead any number of times over the years. The most recent pronouncement came when iconic Siebel was purchased by Oracle. If the market maker couldn't stay afloat, then what hope did other vendors have? To be sure, there is something to that doleful reasoning: Few expect th...
The fact that instant messaging, e-mail and chat are rising much faster as a combined approach to communicating supports the scenario of communication hubs redefining customer relationships in the next three to five years. Yahoo claims that 10 percent of all instant messaging sessions end with a te...
Last week, Microsoft announced its embrace of the Web and software as a service (SaaS) but there might be less there than meets the eye. Rather than a bold strategy to move the company and the industry ahead, I see it as more of a hedging strategy to help the company hold on. Microsoft Founder and ...
The most dangerous aspect of commoditization is the illusion many companies and industries have that it could never happen to them. Somehow, companies reason, they will be protected; their differentiation is solid and sustainable. Customer relationship management, or CRM, appears may be among the i...
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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