DPA v10 delivers enterprise-grade monitoring and tuning for your MySQL® databases. Free trial.
Welcome Guest | Sign In
CRM's 'Show Me' Video Revolution
May 19, 2015
Cellphone videos have become a widely used tool to document everything from kids' antics to police brutality. They are shaking up the TV news industry, and they soon may revolutionize customer relationship management. Take, for instance, LogMeIn's video-aided support tool, Rescue Lens, or Support.com's remote video support service, Nexus SuppportCam.
Customer-In, Not Seller-Out: 5 Realities of the Customer Journey
May 11, 2015
I was doing a little reading about the concept of the customer journey. I have distinct opinions about it, and I was looking for things that might challenge or validate those ideas when I stumbled across a blog post from a major CRM vendor that got my goat. The post proclaimed that 2015 was "the Year of the Customer Journey!" Really? This year? What about the many years before this?
5 Ways to Stop Stressing Out Your Customers
May 7, 2015
Company executives -- especially customer service leaders -- will tell you that the customer is the most important person on the planet and that the company is focused on making the customer happy with a laser-like intensity. Take a look at a typical mission statement -- it's all about the customer. Yet many customers would rather have a root canal than contact a company for support.
It's the Customer Experience
May 5, 2015
Bill Clinton won the presidency with the mantra, "It's the economy, stupid," and I think CRM could borrow heavily from that pithy bit of logic. If you can check your preconceptions at the door and actually perceive the information in front of you, there's no telling what you can figure out. Such is the case with the tired phrase "customer experience."
Satisfying Customers in the Digital Transformation Era
April 29, 2015
Customers are changing the rules of business. They are well informed and well connected, and they have high expectations. Business success in the digital world depends on individuals who make recommendations based on their personal experience. These customers expect a seamless and consistent experience, regardless of which device they are using. They demand intelligent digital interactions.
The Business Power of Empathy
April 24, 2015
In our high-powered, win-at-all-costs business environment, the word "empathy" often evokes derision and scorn. Who has time to be a squishy, touchy-feely wimp overflowing with empathy? We're all busy closing deals and kicking butt! Kicking, closing, etc., is great and all -- but empathy has genuine business value. Don't forget that CRM has "relationship" right in the middle of it.
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.
Sleek Ad Tailoring for Online Apparel Shoppers
April 21, 2015
Consumers are on board with the concept of buying apparel online. Especially in this era of free returns and nifty sizing tools, buying clothing and shoes off the Web has become mainstream. However, some advertisers have been slow to respond. While most of us have at some point been served ads displaying items we browsed the day before, dynamic creative has the power and potential to do much more.
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.
There's a Science to Engaging With Empowered Consumers
April 13, 2015
We all know customers have changed. They can voice their dissatisfaction with you, complete most of the buyer's journey without you, and even seek out support and service without you. If you're a business, you have two questions to ask yourself: 1) Do you really want to become unnecessary to your customers? and 2) What are you going to do about it?
Oracle Modern Customer Experience
April 8, 2015
Oracle did some smart things at last week's Oracle Modern CX Conference and user meeting in Las Vegas. The company has been making strides in organizing its messaging and products around customer experience in the wake of its RightNow Technologies acquisition a few years ago. It's been taking on the CX mantra whole hog. Today, Oracle CX is a full-featured tactic.
FTC Upgrades IT to Protect Consumer Privacy, Data Security
April 8, 2015
The FTC, which is at the forefront of regulating the impact of information technology on consumers, is bolstering its technical resource capabilities through a new Office of Technology Research and Investigation. The FTC is concerned about the failure of commercial entities to make adequate disclosures or to properly address data breaches and privacy issues.
Oracle Aims to Wring More Sales From Marketing Cloud
April 6, 2015
Oracle last week trumpeted a set of new Marketing Cloud features designed to improve the customer experience. Oracle ID Graph, Rapid Retargeter and AppCloud Connect aim to boost sales by aggregating data from multiple sources and reacting to it in near-realtime. However, they fall short of the cutting edge in CRM -- predictive analysis.
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.
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.
Optimizing the Brick-and-Mortar Customer Experience
March 27, 2015
The retail industry has finally awakened to what customers always have known -- they don't distinguish too much between channels. Modern shoppers are happy to embrace the immediacy and experience of the physical store while also benefiting from the informed and personalized ease of shopping online. Retailers should translate the smartest online strategies into their in-store experience.
Self-Service and the 'R' in CRM
March 25, 2015
Self-service is generally considered a good thing, especially in CRM, where there has been significant investment in empowering people to take on more responsibility for provisioning service or making purchases. But it's not all great, and there is some interesting blowback that is causing vendors to reconsider how their offerings work. In sales, self-service has resulted in truncated sales cycles.
5 Crafty Customer-Retention Strategies
March 23, 2015
Remember all those hours you spent at the mall just hanging out, not buying a thing? Well, a lot of us just never grew up. We just moved our hangout from the local mall to the Internet. We meet our friends online, we order food online, and we window-shop online. It's a good life. That is, it's good unless you are at the receiving end of this online voyeurism.
Importance of a System
March 18, 2015
I was telling a friend recently about some of the ideas in my book, Solve for the Customer. He was interested in my belief that customer science has evolved from a general emphasis on process in business, especially in the back office. His company does a lot to ensure that its customers are happy and loyal, because their business involves long-term relationships and agreements that renew for many years at a time.
Record Systems as Deal Savers
March 11, 2015
Transaction systems have all the fun but systems of record do all of the work; at least it seems that way. Maybe you've never thought of it this way but unless both kinds of systems are working well -- and working together -- your results will suffer. Record systems can tell you what happened, but by themselves they don't bring in business.
What the Buyer Sees
March 4, 2015
Partner Relationship Management gives a lot of attention to the vendor and partner relationship, and it should. But it's worth remembering that as important as this relationship is, the one that really counts involves an end customer. So what does the end customer need from a channel partner that a PRM system can uniquely provide? I'd say the most important partner deliverable is intangible -- trust.
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.
Customer Tech Support: Don't Go It Alone
February 26, 2015
You may have heard of a company called Geek Squad, but what about PlumChoice or SupportSpace? Even if you don't know their names, you may very well be doing business with them right now. Who are they? PlumChoice, SupportSpace are both relatively small companies that do business with larger companies, providing top-shelf tech support services to customers.
Solving for the Customer
February 19, 2015
You'd probably take umbrage at the notion of a weak human, and rightly so, because in business you have to be able to play with the team you have, not the one you wish for. So for business purposes, let's think in terms of empowered humans, since we always want to empower our employees to do great things -- at least we should.

See More Articles in Customers Section >>
Facebook Twitter LinkedIn Google+ RSS
Do you want to live in an Internet-connected home?
Yes -- I have some smart things, and I want more.
Yes -- I'm looking forward to all the conveniences.
Not sure -- I have security and privacy concerns.
No -- the technology isn't good enough yet.
No -- it's a ridiculous waste of money.