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Leveraging Moments of Truth
October 7, 2015
eGain is touting a report from Forrester Consulting and my friend Ian Jacobs purporting to show that omnichannel customer service is stagnant or worse when it comes to delivering service that customers need and want. Ian does good work and I am in agreement with him on this, but I have trouble with some conclusions, specifically the implication that the problem can be solved with more software.
Stop Competing on Price, Start Competing on Customer Experience
October 6, 2015
Target may be implementing price matching, but there are other ways to compete. Customer experience is the new battleground in retail sales, and winning this battle requires winning over customers with truly personalized service. Despite all the advancements in technology, personalized customer service and efforts to build customer loyalty have all but disappeared.
Volkswagen's Fines - Billions; Lost Customer Loyalty - Incalculable
September 25, 2015
There's a rough road ahead for consumers strapped into Volkswagen and Audi diesel cars kitted out with software to fool emissions testing. Many of VW's loyal customers feel let down and even duped, said Agnes Huff, CEO of the Agnes Huff Communications Group. Many of them now question the brand's overall integrity. "Regaining customer trust will be an ongoing challenge."
Salesforce IoT Cloud Makes Thunderous Debut
September 15, 2015
Salesforce has launched IoT Cloud, an Internet of Things offering designed to connect billions of events with Salesforce, which the company says will help its clients' bottom line. IoT Cloud is powered by Salesforce Thunder, the company's new massively scalable, real-time event processing engine. "Salesforce is turning the Internet of Things into the Internet of Customers," said CEO Marc Benioff.
The IoT's Data Prioritization Pearl
September 14, 2015
The era of digital transformation and the digital business, the customer experience as a key differentiator, and the movement toward smart machines are some of the common themes Gartner Distinguished Analyst Don Scheibenreif touched on in his keynote last week at the Gartner Customer 360 Summit in San Diego. These are all phenomena that have been on their way for a little while -- like a glacier.
The Tyranny of Spreadsheets
September 10, 2015
As a former sales and marketing guy, I am more than familiar with spreadsheets as a not-so-good tool for managing the avalanche of data generated by the front office, even before the big data craze. Name a department or function in business and it's easy to find people using spreadsheets to manage it -- often poorly, but through no fault of their own.
Customer Support in the Digital Age: Collaborative, Personal
September 8, 2015
Apple made a bold move on the customer support front this summer: The company started publishing customer support videos for its Beats by Dre headphones via the product line's Twitter account. The strategy is notable primarily because Apple published how-to videos natively on Twitter, taking a proactive approach to deflect service calls and ensure user satisfaction.
SaaS' Next Wave: Customer Lifetime Value Management
September 4, 2015
Salesforce's latest quarter, along with the buzz surrounding its upcoming Dreamforce lovefest, have showcased CRM's rapid migration to the cloud. However, today's SaaS CRM solutions deliver limited value-add if the organizations that use them are unable to realize marketing and sales promises. This is especially true for those guiding prospective customers on an omnichannel journey.
3 Ways Great Customer Experiences Boost Sales
August 27, 2015
Hardened sales veterans may hear the expression "customer experience" and shrug or scoff. What has it got to do with them, they may ask? A lot -- because it can add dollars directly to their commissions checks, even if they're not the ones creating the experiences. There are three specific ways that meeting or exceeding customer expectations improves sales.
To Personalize or to Be Authentic
August 26, 2015
You might ask what the difference is between personalization and authenticity in CRM, and the answer is subtle. For a long time I have said that we overemphasize personalization when what customers really want is authenticity. However, examples are hard to find, especially with our current culture's strong emphasis on personalization and the tendency to give authenticity quizzical looks.
Spredfast Gets Something to Shout About
August 25, 2015
Spredfast last week announced its acquisition of Shoutlet, a social data aggregator. Shoutlet has been a "huge innovator" in the social CRM space, said Spredfast CEO Rod Favaron. "With this acquisition, Spredfast gains that technology as well as the team that built it. It's a game changer. ... Customers will have more ways to understand their audiences and impact the customer journey."
Gear Up for a Flood of IoT Support Requests
August 20, 2015
Growth of the Internet of Things in broadband households extends the life, utility and functionality of all connected solutions in the home. It also puts new pressures on existing support solutions to meet consumers' expectations. Sixteen percent of U.S. broadband households owned a smart home device, and nearly 40 percent planned to buy one in the next 12 months, suggests recent research.
Full Circle's 80-20 Rule
August 14, 2015
I recently talked with Bonnie Crater about changing her company's name, and something really struck home. Crater is CEO of Full Circle Insights, and I've known her since her days as an executive at Salesforce. As I was listening to Crater, I recalled that old aphorism, often attributed to John Wanamaker, that half an advertising budget is wasted, but we just don't know which half.
Customer Service Sucks? Blame Outdated Gear
August 12, 2015
It's a business truism that customer service can make or break customer relationships, so it stands to reason that contact centers should be considered a critical part of the enterprise and equipped accordingly. However, half of 225 global contact centers surveyed in April were using agent desktop technology that was more than five years old, Forrester noted in a report released this week.
Data and Design Can Drive Customer Loyalty
August 3, 2015
In the past, enterprises controlled the times, policies and marketing funnel for customer interactions. When things went wrong, customers reluctantly picked up the phone to call customer support, fully expecting not to be recognized, to be put on hold, to have to repeat the same information several times, and to have to spend a lot of time and effort to receive "customer service."
The Process/Platform Revolution
July 22, 2015
I've been looking at process as the next big thing in CRM for a while. It only makes sense, for several reasons. First, as we move to conducting increasing amounts of business online, we lose the intimacy of personal contact between vendor personnel and customers. In its place we need accurate and authentic processes that treat customers in ways they appreciate.
Microsoft Bolsters Dynamics CRM With FieldOne Buy
July 17, 2015
Microsoft on Thursday announced that it has reached an agreement to acquire FieldOne, developer of a cloud-based field service management solution. FieldOne's technology will add a new dimension to Microsoft Dynamics CRM. FieldOne provides field service management tools for work order management, automated scheduling, asset management, contract management, and more.
Meaningful Work and CRM
July 16, 2015
Having meaningful work is one of the biggest challenges for many people at the bottom of the employment ladder. In Outliers: The Story of Success, Malcolm Gladwell documented the multigenerational effect. The children of people who had meaningful work turned out to be more successful and advanced further in their careers than children of people stuck in less-rewarding occupations.
Wrangling Big Data: When in Doubt, Think Like a Customer
July 13, 2015
As businesses gain new insights about the power of data, they're discovering new sales and marketing tactics that go far beyond what previously was possible. It's not just big data and a technology-driven revolution -- it's also a shift in attitudes about data's place in sales, its role as a guide or reality check, and its ability to fuel new processes that drive greater sales performance.
Bridging the Front and Back Offices
July 9, 2015
I've written many times about how conventional, premises-based ERP seems to be evaporating. Configuration, pricing and quoting are business processes that illustrate the point. First, let's all agree that enterprise resource planning isn't going extinct as it evaporates -- it's too valuable -- but it is getting a haircut. Many of the functions leaving ERP are condensing back into the front office.
Customer Experience Is Everyone's Department
July 6, 2015
Customer experience is more than the act of trading money for a product or a service. It's the experience leading up to that, and the experience customers have with what they've purchased, all the way until they stop using it. Why is it, then, that the concept of "customer experience" seems to exist primarily in the marketing department? Marketing is but a small part of what makes an experience.
The Art of E-Commerce Site Search
July 6, 2015
Providing an effortless shopping experience is a key driver to the success of any e-commerce business. E-commerce search is a big factor in this experience and when done right can provide a significant competitive advantage. An effective on-site search experience leads to higher sales and increased customer loyalty. A substandard search experience can lead to the permanent loss of a customer.
CFPB: Mortgage Servicers Still Rooking Consumers
June 29, 2015
Mortgage servicers got a bad name during the subprime mortgage crisis, but despite that reputation damage, and despite new laws designed to get them on the straight and narrow, they're still up to their tricks, the CFPB has found. Between January and April, many servicers violated Regulation X, which spells out requirements for soliciting, completing and evaluating loss mitigation applications.
Red Hat, Samsung Ramp Up Enterprise Mobility
June 24, 2015
Red Hat and Samsung Business Services on Tuesday announced a strategic alliance to deliver the next generation of mobile solutions for the enterprise. The alliance, announced at the Red Hat Summit 2015, combines the strengths of each company -- Samsung's mobile device portfolio and Red Hat's open source middleware, mobile and cloud technologies.
CRM's New Era
June 24, 2015
It recently occurred to me that CRM has come full circle in a fundamental way. I was never a fan of labels like "CRM 2.0" or "Social CRM" or whatever else came along, principally because those monikers didn't signify anything new in doing business. Certainly you could make a case that those names described some new attributes for the traditional set of apps but that just invites a "so what?"
Choosing the Right Level for Multitiered Customer Success
June 22, 2015
Customers are more empowered than ever before -- they have unlimited access to information with the click of a button. How does this affect businesses? How are they reshaping their strategies to account for the recent rapid shift from business-centric to customer-centric? SaaS businesses and enterprises alike are restructuring their platforms and focusing on customer success initiatives.
Salesforce Fluffs Up Next-Gen Marketing Cloud
June 18, 2015
Salesforce introduced its next-generation marketing cloud at the Salesforce Connections digital marketing event held in New York this week. The new release has enhancements to Journey Builder that let companies work with the customer journey across sales, service, marketing, custom apps and more. Salesforce also announced the addition of LiveRamp, LiveIntent, Neustar and Viant to Active Audiences.
Amazon May Try Out Delivery-Sharing
June 17, 2015
Amazon reportedly is developing a mobile app that will be the cornerstone of an Uber-type service for neighborhood package delivery. Under the scheme, the app would allow Amazon to compensate people to deliver packages in lieu of using a commercial carrier. People would pick up packages at Amazon's partnering brick-and-mortar stores, and make deliveries on their way to another destination.
Veeva Injects Fresh Blood Into Pharma CRM
June 15, 2015
Veeva Systems last week introduced several new CRM products for the pharmaceutical industry at its 2015 Customer Summit in Philadelphia. Veeva CRM Suggestions offers recommendations on the best action and right channel for the next customer interaction. It's designed to accelerate the transition to a new multichannel model. All Veeva CRM customers will get this tool automatically in the fall.
What Buyers Want
June 12, 2015
Technology is giving companies an unprecedented view of their customers: demographic data; buying preferences; behaviors that signal the intent to buy; and analyses that enable them to develop expectations about how customers are likely to act during the buyer-seller relationship. Those abilities are new, and they hold a lot of promise. However, customers have changing expectations as well.
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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.