HOT TOPICS: Customer Experience Marketing Automation Social Business SharePoint 2013 Document Management Big Data Mobile DAM

Crm News & Analysis

Complete the Digital Marketing Puzzle, One Integration Step at a Time

2015-12-February-Crossword.jpgBeing a marketer today can be a challenging task, particularly because today’s savvy customers have already completed about 80 percent of their purchase research by the time they even contact you. This shortened sales cycle means that if your data isn’t organized across systems to make your customers’ history and preferences easily accessible, lost sales opportunities and lower customer satisfaction will inevitably result.

Addressing the Gap Between Marketing Automation and CRM

2015-11-February_leap.jpg

In this era of economic growth, the Sales Enablement Trends 2015 Report (registration required) by Qvidian was sobering. While B2B companies continue to grow at any cost, sales teams still struggle with quota attainment and can’t ramp up fast enough. Companies are trying to fix this by automating virtually every marketing process, sales process and touch point.

The result? We’re drowning in data and analyses.  Big data and predictive analytics are providing a lot of information, but scant meaningful insights that can be acted on with consistent successful results. The problem is data is siloed and analyzed as such. Even when broader data is analyzed, it’s never all of it. Some gets left out because it’s outside the organization’s four walls or it wasn’t considered relevant. That creates a condition of being directionally correct but precisely wrong.

The problem persists because companies don’t really know their buyers -- a fact that they are finally coming to terms with.

Is Your Business Capitalizing On This $1T E-Commerce Market?

2015-10-february-Chinese-woman-using-cell-phone.jpg

With a population of about 1.3 billion and an emerging middle class, China is the largest market in the world.

In the past few decades, it has emerged as a global economic powerhouse. In fact, its population may be the very reason why China alone will exceed $1 trillion in retail e-commerce sales in 2018. By comparison, global e-commerce sales in 2014 totaled about $1.3 trillion — and by 2018, United States retail e-commerce sales will only be around $500 billion.

Although Internet access in China is reported as widely censored and monitored by the state, 645 million people in China regularly access the Internet. The US has approximately 253 million users, India has 215.6 million and Brazil has 107.7 million, making China far and away also the largest e-commerce market in the world.

So what is your business doing about it?

Janrain's Portal Gets Inside the (Social) Minds of Customers

2015-10-February-Facebook Like.jpg

Janrain releases technology today that can reportedly help customer care agents get inside the minds of customers.

Well, not literally, but at least it allows them to get a more "social" data profile of the customer including their "likes" and interests, the company claims.

The Portland, Ore.-based customer identity management provider launched the technology today. It's called a Customer Care Portal, which officials said helps customer care agents acquire "psychographic characteristics of their customers" by accessing their social profile data.

"Customers want to be able to access their own accounts, and self-serve," Jamie Beckland, vice president of marketing at Janrain, told CMSWire. "It's good for them, and also good for customer care teams. But sometimes, a customer just needs to talk to a person. In that case, customer care teams can now manage customer accounts directly, using the same data as the customer themselves."

Salesforce Makes Another Bet on E-Commerce

Hoping to extend its presence in e-commerce, Salesforce has invested millions of dollars in SteelBrick — the cloud software giant's second bet on the fast-growing Configure Price Quote (CPQ) market this week.

SteelBrick said today San Francisco-based Salesforce joined its $18 million Series B funding round, which was led by Shasta VenturesEmergence Capital and company managers also participated in the round.

SteelBrick CEO Godard Abel told CMSWire the investment shows that Salesforce is moving beyond its traditional customer relationship management (CRM) functions.

2015 M&A Surges, Set to Break 2014 Records

It's fitting that 451 Research released a study on merger and acquisitions (M&A) on the same day CMSWire shared the news of yet another tech industry merger.

The new research shows that M&A will continue this year — even faster and more furious than in record-setting 2014.

Last year, about $439 billion was spent on tech acquisitions, the most since 2000. The two biggest deals: Comcast's acquisition of Time Warner for almost $70 billion to top the list in February and AT&T purchase of DirecTV Group for “only” $67.1 billion in May.

There were also a number of large M&As involving less well-known brands:  Medical device giant Medtronic acquired Ireland-based Covidien plc in June, and Swiss-based building materials company Holcim bought French cement, construction and concrete supplier Lafarge.

Sitecore, Microsoft Partner to Bridge Physical-Digital Divide #nrf15

2015-13-November-bridging-the-gap.png

Omnichannel is the new black. That’s the buzz we’re hearing from the National Retail Federation’s (NRF) BIG Show in the BIG Apple this week.

But the chatter is not just about omnichannel. It’s also about the wins that integrating brick and mortar and digital can create, like guiding a customer to the store that has — in stock — the exact product (even the right size) he has been checking out online. In other words, it’s getting the right products and the right offers to the right people before they abandon their virtual and/or physical shopping carts, change their minds or look for something else to buy someplace else.

To do this you need to know what a customer is doing on each channel. And not just that: You also need to know what’s happening with your goods and services. This kind of data is best gleaned from customer relationship management (CRM) and enterprise resource planning (ERP) systems. Without the latter, you may not be able to deliver what the customer wants to buy and is willing to pay for. And when that happens, you not only miss a sale, but risk losing a customer as well.

It’s to avoid these kinds of problems and to create experiences that engage customers that Sitecore introduced Sitecore Commerce 8 powered by Microsoft Dynamics yesterday. The new solution bridges the gap between in-store and digital experiences.

Microsoft Ups Its Customer Experience Play

Microsoft is flexing its customer experience muscles. Last night it announced the spring release of Parature will come with more than 30 new “high priority” customer capabilities. They're designed to help businesses streamline and improve their customer experience strategies.

The release follows the acquisition of Parature by Microsoft last February for a reported $100 million. The purchase price is a relative pittance in comparison to many current tech deals — especially since the value it will bring to Microsoft’s customer relationship management (CRM) portfolio is incalculable.

7 Troubling Myths About CX - and Why It Could Fail

2014-22-December-epic-fail.jpg

Colin Shaw knows customer experience (CX) — and he doesn't like where it's headed.

Twelve years ago, Shaw co-founded Tampa, Fla.-based Beyond Philosophy, a consultancy and training organization devoted to customer experience (CX). The company specializes in helping organizations to create deliberate, emotionally engaging customer experiences that drive value, reduce costs and build competitive advantage.

In addition to serving as CEO of Beyond Philosophy, he's the author of four books on customer experience and has a new one, "Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success," scheduled for release next month. He's also one of LinkedIn's top 150 business influencers worldwide. So he knows of what he speaks when he expresses concerns about the future of CX.

"I'm becoming increasingly concerned that the goal of improving the ‘Customer Experience’ is heading the same way as customer relationship management (CRM) ... into failure," he said.

The Holistic View of the Customer Experience

There's a consensus that if you want to be successful on line, you’re going to have to deliver an exceptional customer experience, something that leaves others trailing. Of course, there are many opinions on how to do that.

E-Spirit, for example, has a very particular notion of what customer experience involves. Many other vendors start by talking about technologies or silos. But for Oliver Jaeger, e-Spirit's vice president for global marketing and communications, it means the entire customer cycle from first contact to last sign-off.

While many companies just don’t get it that the whole process needs to be managed, e-Spirit is actively pursuing ways to provide that ultimate experience.

Promoter.io Gets $1M to Grow Customer Loyalty

San Antonio, Texas-based startup Promoter.io has raised $1 million and launched a new software platform that it claims helps you better understand and leverage your most loyal customers.

The company will use an established loyalty metric and methodology known as the Net Promoter Score (NPS) to rank the loyalty of a customer database. Promoter.io's software will use NPS to help companies understand how loyal their customers are and cultivate the strongest "promoters" to help build the company's products and brands.

When Marketing Automation Meets Salesforce #Gilbane

The Boston-based WGBH Education Foundation relies on donations. It's a public media entity.

So it also relies on technology to manage donations. Salesforce CRM. Marketing automation tools.

Cate Twohill, senior director and managing partner of CRM services at the WGBH Education Foundation, has her hands on the pulse of the organization's digital network and management of its donors. It's a job that comes with challenges. It recently uncovered and corrected more than 80,000 duplicate donor profiles and must manage donor relationships in a way that powers engagement.

Dear Marketers, Thanks for Ruining My Holiday Shopping Experience

2014-04-December-vintage-christmas.jpgMy earliest memories of my late father include heading out to scoop up bargains on the day after Christmas. What, I wondered at the age of four, could be better than buying plastic reindeer and strings of fat multicolored bulbs for 50 percent off — 364 days before you'd ever want to use them?

Nothing, I concluded. It was fun, even exciting, a way to effectively extend the magic of the holiday just a little longer.

And now, through a flurry of ill-conceived marketing, the fun is over. Some Master Marketer who clearly lacked access to a calendar decided that After Christmas Sales would be even better before Christmas. And that triggered a rash of related, equally annoying decisions to accelerate sales of all kinds.

Black Friday on Thursday, anyone? How about Cyber Monday on Saturday? Why don't we just have sales all month long?

But that's not all. After the sales are accelerated, many of them are extended — so all those Cyber Monday specials are still out there on Thursday.

What's New in Microsoft Dynamics CRM 2015

Last month, Microsoft promised the quick release of Dynamics CRM 2015 for cloud and on-premises. Sure enough, it made good on its promise Dec. 1 with the release of both Dynamics GP 2015 and an update to its enterprise resource planning (ERP) solution, Dynamics AX 2012 R3.

For digital marketers. the focus of this announcement will be the CRM release — which brings the Cortana voice-command technology to the CRM software for the first time.

Analytics is Everywhere

2014-01-December-Coffee-Analytics.jpg

We saw the usual spate of announcements coming from the major software companies this fall. Lots of new extensions to the Salesforce.com and Oracle marketing clouds, Adobe extensions and updates to Creative Cloud, and most recently, IBM’s Launch of IBM Verse. And that’s just the big players.

All of the fall software announcements had one thing in common: analytics. Whether it’s sales analysis, data for making marketing decisions or prioritizing emails, analytics -- predictive analytics especially -- is everywhere. It’s behind the latest supply chain management tools and integrated into CRM systems. Analytics is in email too.

Displaying 1-15 of 558 results

< Previous 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 Next >