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Making the Most of Micro-Moments in the Customer Journey
May 26, 2015
The mobile advertising race is on. Google has to scramble to stay ahead in the volatile mobile ads market, because it has been losing ground to Facebook, suggested Pace University marketing professor Larry Chiagouris. Google is "valued at a high multiple, based on its current market share, and cannot afford to give away any market share," he noted.
Order Taker, Meet Undertaker: What Sales Pros Must Do to Survive
May 21, 2015
Within a few years, 1 million B2B sales roles will be eliminated, according to a recent Forrester Research report. That's 20 percent of them gone, thanks to the evolution of technologies like self-service and customers' increasing desire to avoid the hassle of speaking to sales reps. Personally, I think that's a bit overstated -- or rather, a mischaracterization of an ongoing trend.
Reports: Federal IT Managers Should Look Forward, Not Back
April 22, 2015
The dynamic world of information technology calls for a future-oriented approach to IT management. However, government agencies too often may be looking backward rather than forward with respect to how they operate IT systems, especially when it comes to investing huge sums of taxpayer money into those resources. Two recent assessments of government IT make the point.
Digital Disruption and a Great Gap
April 21, 2015
You can tell when the economy is doing well, because instead of worrying about how you're going to make the next mortgage payment, you worry about the next disruption in business. The big worry on the horizon now is the digital disruption, a nice piece of alliteration designed to make you question your worth. The DD is the confluence of a lot of wonderful new technology.
Big Data Drives Change if You're Ready to Be Driven
April 20, 2015
In an earlier chapter in my career, I had the seemingly lofty title of "software and intelligence editor" at a telecom trade magazine. Even back in 1996, telecom was experiencing a "big data" problem. It wasn't a problem of collection -- no, telephone companies collect more data than almost any other industry, recording call times and durations, as well as the numbers their customers dialed.
WiFi Pays Retailers in Spades
April 1, 2015
EarthLink and IHL on Tuesday released a joint study that shines a light on the specific ways different types of localized WiFi networks are helping businesses, and how enterprises are adapting to the realities of a more mobile and data-centric world. Companies are changing their point-of-sale systems to try to stay competitive, the study indicates.
Shrinking ERP to Grow It
March 31, 2015
The surround strategy for legacy ERP is real. It's been going on for several years, and if I was a legacy ERP vendor I would be concerned. The strategy refers to the idea of leaving legacy ERP in place while implementing cloud ERP to handle specialized parts of a business, like a region with currency conversion issues, subscriptions, or something like that.
Mobile Banking on a Tear, Says Fed
March 27, 2015
The Federal Reserve Board has released its fourth annual study of consumers' mobile commerce behaviors. The report shows a continued boom in banking on mobile phones and other devices rather than at a teller desk. Central to the report's findings is the growing number of "banked" consumers -- those with full access to bank services -- who also use a smartphone.
Time's Up for Legacy ERP
March 26, 2015
It takes prodigious amounts of cash to launch a company these days and that's especially true when trying to insert a new idea like cloud ERP into the collective consciousness. FinancialForce today announced a financing round of $110 million from lead investor Technology Crossover Ventures, and Salesforce Ventures, which is Salesforce's corporate investment group.
Mobile Wallets as Credit Card Killers
March 9, 2015
Years have spent trying to oust the credit card as the ultimate payment method. Publications and pundits have been quick to hail new technologies as "credit card-killers," and they're not without justification. The credit card has lost whatever futuristic luster it may have once had. Magnetic stripes wear out, plastic snaps in half, and the incessant manual inputting of 16-digit numbers becomes tiresome.
CPQ's Time to Shine
March 2, 2015
Last month, Salesforce Ventures, Salesforce's corporate investment group, swung into action. They led a Series B round of funding that garnered US$41 million for Apttus, a high-flying CPQ vendor. Salesforce Ventures also participated in SteelBrick raising a series B round of $18 million. That's two CPQ vendors that Salesforce has taken an interest in. The question is, why?
Report: Most Insurance Customers Are Fed Up
February 27, 2015
If you dislike your insurance company, you are not alone: Worldwide, less than 30 percent of consumers have positive experiences in dealing with their insurers, according to Capgemini's World Insurance Report 2015. North America saw the largest decline in satisfaction -- 8.3 percentage points. Positive customer experience ratings for Generation Y fell the most in North America -- 10.9 percent.
Retail Shoppers Get More Satisfaction Online
February 19, 2015
Customer satisfaction with retail has dropped for the first time in four years, according to the American Customer Satisfaction Index -- except in the subcategory of e-commerce. All of the brick-and-mortar retail categories registered weak or flat customer satisfaction for the fourth quarter of 2014, while online retail posted a year-over-year gain.
The Rhyme and Reason of Sales and Marketing Tech Adoption
February 18, 2015
For all the breakthroughs in technology and process, and for the vast amounts of money invested in making sales and marketing more productive and better aligned, we still face a staggering adoption problem. Sales and marketing pros answered a lot of questions in a recent survey. One of them was this simple query: How much of your sales team has adopted and regularly uses your current solution?
Apple Pay Takes Flight on JetBlue
February 10, 2015
JetBlue on Tuesday announced that it will accept payments through Apple Pay in-flight. Passengers with an iPhone 6, iPhone 6 Plus, or an Apple Watch, will be able to use Apple Pay to purchase snack boxes, food, beverages, onboard amenities and better seating. JetBlue will accept Apple Pay on select flights from New York to Los Angeles and San Francisco beginning in mid-February.
Verizon Addresses Supercookie Conundrum
February 3, 2015
Users of Verizon Wireless' network and products will find it will be easier to opt out of the carrier's tracking activities. The carrier has been using a "supercookie" identifier to follow smartphone users' mobile Web activity. Verizon has given consumers ways to opt out of various marketing programs, but escaping the reach of supercookies has proven to be elusive for consumers.
A Little Dab of Credit Card Data Can ID Customers
February 2, 2015
Credit card users may be dismayed by findings MIT Researchers reported last week in the journal Science: Just four pieces of vague non-identifying information were enough to identify 90 percent of people in a data set of 1.1 million credit card users. When the researchers went to work with three pieces of less vague information, they achieved 94 percent success.
Customer Science
January 28, 2015
Part of my new year routine has been ordering new business cards. In this electronic age, they are the only things I actually print, and I'm a writer! In a few weeks I'll publish a book, Solve for the Customer, in paperback, and the two are related. I made a discovery while writing the book that fundamentally changes what I do for a living and the title I use, hence my need to reprint.
The Top 20 CRM Blogs of 2014, Part 2
January 20, 2015
The second half of the Top 20 Bloggers list is the half that holds the most surprises and fresh faces. This year, it also has the most variety -- from non-English speakers to blogs targeted at small businesses -- as well as plenty of marketing-oriented content. There also are some re-entries to the list who have rediscovered their blogs and come roaring back.
What SMB CRM Shoppers Want
January 19, 2015
CRM is expected to grow at a steady pace, and CRM customers are sending some specific signals about the functionality they need. Thirty-seven percent of small-and-medium-sized businesses that participated in its annual survey want an integrated suite of multiple CRM applications, Software Advice reported last month. That's up from 7 percent in 2013.
CFPB Shifts Some Power to Mortgage Shoppers
January 13, 2015
The CFPB on Tuesday introduced Owning a Home, a set of online tools designed to make it easier for consumers to comparison shop for the best deal in mortgage financing. With one tool, users can plug in a credit score and ZIP code to get a sense of the current interest rates being offered within a particular area. There is also a guide that walks consumers through various loan options.
The Top 20 CRM Blogs of 2014, Part 1
January 12, 2015
The field of CRM bloggers is like the start of a marathon: There may be thousands of entrants, but there are only a few elite runners. Spotting them in the rest of the pack is not always easy -- especially as their enthusiasm for blogging waxes and wanes, or as they move into other formats, like becoming regular columnists in publications. However, there are a few things that identify the elite.
Better and Better
January 7, 2015
James Surowiecki, author of The Wisdom of Crowds and business and finance columnist for The New Yorker, published an article in the magazine's Nov. 10, 2014, issue entitled, "Better All The Time." The piece connects the importance of culture-wide continuous incremental improvement using data and analytics -- what the Japanese call kaizen -- to business and employees.
Retargeting May Work, but Pretargeting May Work Better
December 18, 2014
The practice of repeatedly serving up ads for products consumers previously viewed or asked about -- called "retargeting" -- not only works, but works so well that its use is spreading beyond simple marketing. So says a recent survey of marketers conducted by Adroll, which provides this type of ad technology. The company released the results this week.
Year-End Thoughts
December 11, 2014
We are now through almost 15 years of the century, and for all of that time I have been analyzing the CRM industry as it has evolved. This year, rather than simply reviewing some of the progress we made in the industry during the last 12 months, I'll take a broader view of the decade and a half, which might be more interesting. It certainly gives us a great perspective on how far we've come.
Online Reviews: Separating the Wheat From the Chaff
December 9, 2014
The majority of Americans rely on online reviews, with some 78 percent checking them out before making a purchase, according to a recent survey. Forty-four percent of those polled said they had written reviews themselves. At the same time, many customers doubt the ratings reviewers give products. Perhaps that's because a number of people admitted to reviewing products they never used.
Sales and Marketing Aren't Aligned - but Their Problems Are
December 8, 2014
The numbers prove it: Sales and marketing just aren't playing well together in most organizations. A not-so-small industry has sprung up to attack the issue of sales/marketing alignment, but the problem is so deeply entrenched that it may never be fully eradicated. That's a little weird when you think about it. The two sides are confronting problems that parallel each other.
Customers Speak
December 3, 2014
Several news stories have provided interesting insights into the Black Friday phenomenon and into customer behavior. One indicates sales slipped by 0.5 percent from the same period last year, despite sharp discounting and stores opening on Thanksgiving. Another story shows how the Black Friday phenomenon is catching on in the UK. It looks like the mania is spreading even as it cools in the U.S.
Cyber Monday Reveals New Customer Spending Patterns
December 2, 2014
Despite a ho-hum level of sales volume over the past four days, online sales this Cyber Monday were up 8.7 percent over the same period in 2013 by late afternoon, according to the IBM Digital Analytics Benchmark. Continuing a trend that has been growing for the last few years, mobile sales accounted for 21.3 percent of all online sales on Cyber Monday, an increase of 29.3 percent year over year.
Is Your Mobile Campaign Working?
November 21, 2014
More and more marketers are eager to engage with consumers on the devices they use for just about everything these days -- from connecting with friends and colleagues to consuming and creating content, playing games and, of course, shopping. But are the billions of dollars now being invested in mobile advertising paying off? Brands need to understand which marketing approaches work best.
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Should social media sites be held accountable for terrorists' communications?
Yes -- They are providing a platform to facilitate murder and mayhem.
Yes -- Everything must be done to protect society from danger.
Maybe -- I'm not sure they have the technological capability to stop them.
Maybe -- I'm not convinced terrorists are using them for serious plotting.
No -- Authorities should monitor social networks to gather intelligence.
No -- Social networks are no different than phone carriers or mail services.