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Crm News & Analysis

Microsoft Wants to Change Business Culture, Technology #CONV14

Microsoft is running two big conferences at the same time. The SharePoint 2014 conference began in Las Vegas yesterday, while Dynamics Convergence kicks off today in Atlanta with a keynote from Kirill Tatarinov, executive vice president of Microsoft Business Solutions. According to the pre-conference notes, this year will all be about customer views and developing top customer experiences.

Oracle Bites On BlueKai in #Martech M&A Feast

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Oracle Corp. appears to have an insatiable need for acquisitions, with a focus on anything involving marketing technology (now known in the Twittersphere as "#martech"). Its latest deal is BlueKai, an acquisition announced this morning. Although terms of the deal were not released, it is estimated in the $350 million to $400 million range.

The buy will help Oracle to personalize marketing programs and the customer experience. Omar Tawakol, CEO, BlueKai, said his company's products "convert fragmented and disparate marketing data into high-performance results for companies.”

BlueKai claims to maintain a database of 700 million consumer profiles and has more than 300 customers across multiple industries. The company boasts that its Data Management Platform (DMP) keeps the customer and audience data in the cloud to target marketing campaigns and deliver better results. 

In short, BlueKai is one of the largest providers of data that help provide those super-targeted ads you see in your browser that might seem a little creepy because they happen to coincide with what you've been searching for lately.

What's In WhatsApp? Customer Devotion

Once you dig into the astonishing numbers for WhatsApp, you can kind of see why Facebook paid $19 billion for the company. Kind of.

Facebook was forced to pay such a high price for WhatsApp because of the communications app's ridiculous growth numbers and devoted users, 75 percent of whom used it every day and logged on to the app several times per day.

Content Marketing Myths and Truths

content marketing.jpgSomehow, "Content Marketing" has hit the jackpot in terms of business memes, with every marketing person tossing the term around like it's some sort of magic elixir.

But what exactly is content marketing? And how do you do it? I've cooked up a list of myths and truths of content marketing to help you wade through the hype.

Microsoft Transplants Social Listening, Smart Marketing into Dynamics CRM

Just two weeks away from its 2014 Convergence Conference, Microsoft has started releasing details of the forthcoming upgrades to its customer relationship management (CRM) offerings. This year’s upgrades include smarter marketing capabilities, acute social listening and enhanced customer care based on the recent Parature acquisition.

Sitecore Chases Personalization With Znode, SMITH Integration

Sitecore has just announced a partnership with .NET e-commerce platform provider Znode aimed at developing personalized customer experiences. This is the second major  announcement around .NET platforms from Sitecore in the past three months. Its purchase of commerceserver.net in November aroused considerable interest in the e-commerce space.

5 Reasons Customer Relationship Management Is Still Hot

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Customer relationship management (CRM) technologies may not be making headlines — but they haven’t gone away. In fact, according to Gartner, demand for CRM is growing. To provide integrated customer experiences, businesses are focusing on technologies that enable targeted customer interactions in multichannel environments. 

Lithium to Buy Klout in $100 Million Deal?

A report published today has social customer experience enterprise software provider Lithium Technologies acquiring social media ranking influencer Klout for about $100 million.

Reached by CMSWire, Klout did not confirm or deny the report. Lithium did not immediately return an email.

"We don't comment on rumor or speculation," Jon Dick, head of marketing for Klout, told CMSWire today in an email.

Improving the Customer Support Experience

How do you know your customers are getting their problems solved quickly and easily? This is a question that has challenged many support websites. The traditional approach has tended to involve customer satisfaction and visitor volume metrics. 

What's the Customer Experience when Everything and Everyone Is Connected?

What's the Customer Experience when Everything and Everyone Is Connected?

As humans, we yearn for connection -- and while our tools will always change, the principles and desires that drive us stay the same. As our communications tools improved, the radius of our connections increased -- until the whole world was at our fingertips. Now, we are moving into a time when our connected devices are helping us connect to the world around us, in ways we couldn't dream of.

E-Commerce, Content and Closing the Gaps: A Look at Sitecore

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Over the past two days, we have looked at different approaches to bridging the gap between content management and e-commerce. In the first part, we saw that e-Spirit has adopted a best-of-breed approach. Yesterday we saw how Elastic Path is using e-commerce APIs to integrate content.

In the final piece today, we look at Sitecore, which has put customers at the heart of the retail process by providing personalized content and user experiences.

Content Marketing and CRM: How Shared Content Can Shape Customer Relationships

Content and CRM: How the Content You Share Can Shape Customer RelationshipsThe content you share with customers and potential customers makes an enormous difference in the way prospects see your business and the degree of confidence and trust they have in you, both before and after the sale. The cynics say CRM is about feeding the sales machine, and while this is important, it really sets the stage for what CRM’s really good for --  building relationships and extending the customer lifecycle. Nothing helps in doing this better than sharing knowledge that helps your customers succeed.

E-Commerce, Content and Closing the Gaps: A Look at Elastic Path

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Yesterday we saw how e-Spirit has developed a best-of-breed approach to bridge the gap between content management and e-commerce.  But there are other approaches to this problem. Today we'll look at how Elastic Path tackles the problem with  API-centric commerce. This gives enterprises a single, unified customer experience no matter what device is being used to access the site.

E-Commerce, Content and Closing the Gaps: A Look at e-Spirit

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With more and more people shopping online, e-commerce vendors are constantly searching for new ways to find, engage and keep customers. One of the best strategies is the use of engaging content. Even so, many online stores struggle to provide optimal retail experiences.

A number of vendors are responding with solutions, including Elastic Path, e-Spirit and Sitecore. We'll take a look at what they are offering in a three-part mini-series starting today.

Broken Bad: How One Company Plans to Fix Online Customer Experience

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When is the last time you did business on the web and came away thrilled by the experience?

OK, maybe thrilled is asking too much, how about with just a hint of the warm-fuzzies?

If you’re typical, the answer is “almost never.” And, yes, we’re being generous with the “almost.”
 

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