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Gryphon SVP Eric Esfahanian: Accuracy Is Paramount
September 8, 2016
It's surprising how much inaccurate data lives in many CRM systems, observed Eric Esfahanian, SVP of Gryphon Networks. "CRM is naturally a good source for analytics and sales intelligence if the data that lives within your CRM is automated, accurate, and something that you can reliably make decisions from," he said, and the key to accuracy is automation.
Verizon Toys With Risky App Revenue Plan
August 23, 2016
Verizon's reported consideration of a plan to preinstall mobile apps from major retailers and financial firms on users' smartphones has drawn sharp criticism. The carrier reached out to numerous retail and finance brands with an offer to preload mobile apps on its Android phones for between $1 and $2 per device, according to unnamed ad agency executives.
Time Warner Cable Really Doesn't Like Me
August 9, 2016
After surviving well over a year as a cord-cutter, I recently returned to the cable fold -- and after less than a month, I'm having major regrets. The problem isn't with the service itself or even with the pricing. The problem is with the lies. I wasn't entirely happy with my cord-cutting solution, but I wasn't eager to go back to a high-priced cable service either.
Fixing Apple's Problem
August 1, 2016
Apple last week reported earnings, and with the exception of a strong showing from the iPad Pro, the key financial metrics were all down -- and for the third quarter running. So what's wrong with Apple? The company had been growing alarmingly well until last year, but growth suddenly has become elusive. It isn't going out of business, but it also isn't the performance king anymore.
Verizon Customers Get No Respect
July 15, 2016
Why do customers seem to overreact when Verizon announces changes? Verizon's latest price hike has been causing angst in the marketplace -- at least on social sites like Twitter. Why does Verizon keep shooting itself in the foot? The short answer is poor marketing. Verizon's marketing moves show no care for the customer base, and that comes with at cost to Verizon.
The 4 Fundamental Attributes of Customer Loyalty, Part 2
July 14, 2016
Lots of CRM vendors talk about personalization, but their idea of how to do it leaves much to be desired. They address personalization very late, using a just-in-time approach to accessing customer data to support a sales or service encounter in the moment. This certainly is important, and it achieves the goal of personalizing the encounter by producing a catalog of data points.
Amazon's Big Day: All for Prime, Prime for All
July 12, 2016
Amazon on Tuesday launched its second annual Prime Day promotion, offering tens of thousands of deeply discounted lightning deals for top customers and ratcheting up the e-commerce competition. Walmart and others struck back in an aggressive effort to hold onto their key customers. Prime Day had a slightly bumpy start, with Some customers reported having problems checking out purchases.
The 4 Fundamental Attributes of Customer Loyalty, Part 1
June 29, 2016
As I see it, there are four basic capabilities, or attributes, needed to build better customer loyalty. I learned about them from two McKinsey researchers. Those attributes, according to David C. Edelman and Marc Singer -- and I agree -- are the following: automation, proactive personalization, contextual interaction and journey mapping.
Amazon Pushes Dash Buttons as Customers Give Them the Gong
June 29, 2016
Amazon on Tuesday announced a wide expansion of its Dash Button on-touch retail sales program, despite indications of relatively low acceptance among its key base of Prime customers. The company added more than 50 retail products to its lineup of Dash thumb-drive size buttons, which let consumers reorder things like detergent and toilet tissue when their supply is getting low.
Social's Turning Point
June 24, 2016
Microsoft's acquisition of LinkedIn for more than $26 billion has created quite a stir -- at least in my world. The deal can boast a number of superlatives: the largest sale of a consumer Internet company in history; the largest sale of an enterprise software/cloud company in history; the third-largest sale of a technology company since 2001; and the largest Microsoft acquisition ever.
Rethinking the Customer Journey Map
June 22, 2016
If you talk to marketers for any amount of time about what they do, you are bound to hear the term "customer journey" at some point. The go-to exercise for marketers looking to up their lead generation games today is "journey mapping," the exercise by which you try to understand how a potential buyer navigates through content and other offers on the way to a closed deal.
The Marginal Customer
June 10, 2016
I start a lot of client engagements with a simple question: Who's the customer? It's amazing the answers that I get. Some people know the customer's demographic and business or personal needs, and they focus on those things. Others don't even grasp the difference between a customer and a consumer. You might expect this if you are working in the B2C rather than B2B space.
The Traction Gap
May 26, 2016
My friend and a partner at Wildcat Venture Partners, Bruce Cleveland, along with his associates, has come up with an idea that helps explain why some early-stage companies thrive and thus raise more capital, while others die on the vine. As a venture capitalist, he is always trying to figure this out, trying to determine who gets another round of funding and who doesn't.
Deeper Connections
May 23, 2016
Salesforce held its Connections 2016 user event in Atlanta earlier this month. About 7,000 people attended, but in the Georgia World Congress Center and airplane hangar, attendance seemed smallish. Attendance might have been held down by Gov. Nathan Deal's slow response to vetoing a religious freedom law largely seen as discriminating against the LGBT community.
Marketing and Loyalty
May 17, 2016
The CRM industry is shining a bright light on digital marketing, and it is a sign of how early we are in the digital marketing boom that few vendors are championing the idea of using marketing in any way other than for driving sales. Based on recent events by Oracle and Salesforce, it appears that the focus on driving more sales makes perfect sense for organizations just getting their feet wet.
Under the Shadow of Steve Jobs: Why Trump May Be Unbeatable
May 2, 2016
One of the frustrating things for me during Steve Jobs' time was that most of the folks who watched Apple go from nearly dead to the most valuable company in the world didn't seem to see anything really unusual. It was more like they were watching a great tennis player and seemingly concluding, "damn, what luck!" However, it requires a particular set of skills to do what Jobs did.
BlockIQ Escalates War on Ad Blockers
April 28, 2016
As consumers turn to ad blockers to avoid advertising on their mobile and computer screens, marketers and content providers who depend on pitches to pay the bills are searching frantically for ways to counter the pesky programs. BlockIQ offers them one. BlockIQ, owned by AdSupply, which recently merged with Adaptive Medias, has launched BlockBypass.
Crafting an Online Strategy, Part 4: Homegrown Marketing
April 27, 2016
As a maker in an e-commerce world, you have to get the word out about what you're creating. Whether you're crafting candles or jewelry, marketing leads to sales. It's one thing to set up a booth at a craft fair and meet customers face to face, but it's another thing entirely to market online. Becoming comfortable with digital marketing techniques needs to be one of your primary priorities.
Why Is the PC Industry Trying to Kill the PC?
April 25, 2016
Every time the "PC is dead" topic comes up, an old Monty Python movie comes to mind, and I'll bet you can guess which one. PCs are on almost every desk, and the installed base is measured not in the hundreds, thousands, or even tens of thousands -- it is measured in the hundred millions. Brian Krzanich last week announced a massive layoff at Intel, and once again the alarm sounded.
Crafting an Online Strategy, Part 2: Where to Sell What You Make
April 14, 2016
You're making soap or jewelry or handcrafted leather bags, and you want to sell them online. Where do you go? What spaces work best? How do you decide where to sell your wares? It's important to choose the right selling spaces for your products and business strategy. Selling on your own site lets you control how your products are represented, while third-party sites offer a network of customers.
Marketers Poised to Run the Customer Experience Show, Survey Says
April 12, 2016
Marketing will shape the customer experience by 2020, based on a recent Marketo study of nearly 500 chief marketing officers and senior marketing executives worldwide. The Economist Intelligence Unit conducted the research on behalf of Marketo. Eighty-percent of the respondents believed their departments would exercise significant influence over business strategy by 2020.
Salesforce's MetaMind Buy Fuels CRM's AI Arms Race
April 7, 2016
MetaMind, a startup focused on deep learning, this week announced that it has been acquired by Salesforce. The company's expertise is in natural language processing -- letting computers analyze relationships between words. "We'll be able to offer customers real AI solutions with breakthrough capabilities that further automate and personalize customer support," MetaMind CEO Richard Socher said.
The Sales Process Starts With Retention
April 5, 2016
Despite the numbers that show how lucrative retention is in an increasingly subscription-driven economy, the emphasis has been on new customer acquisition. That is still true, according to a recent study. Forty-two percent of the firms surveyed said they were increasing their budgets for customer acquisition, while only 33 percent said the budget for retention would increase.
Amazon Takes a Swipe at PayPal
April 5, 2016
Amazon on Monday launched its Payments Partner Program -- a global effort widely seen as a rival to PayPal -- in the United States, the UK, Germany and Japan. Available by invitation only, the program provides for three levels of partners: premier partners, certified partners and certified developers. The first two are for e-commerce platform providers; the third is for developers and agencies.
iPad Pro Wants to Be Your Next PC
March 24, 2016
When Apple unveiled its 9.7-inch iPad Pro earlier this week, it aimed the tablet squarely at the PC replacement market, with Senior VP Phil Schiller describing it as the "ultimate upgrade for existing iPad users and replacement for PC users." More than 600 million PCs in use are 5 years old or more, he said. The Pro's 64-bit A9X processor rivals that of most portable PCs, Apple said.
Google Supercharges Enterprise Analytics
March 16, 2016
Google on Tuesday announced a suite of analytics products for marketers. The Google Analytics 360 Suite is a set of integrated data and marketing analytics products designed to give enterprise-class marketers the ability to reach consumers with the right message at the right moment, according to Paul Muret, Google's vice president of analytics, display and video products.
Apple Slips Native Advertising Into News App
March 16, 2016
Apple recently updated its iAd specifications to allow the display of sponsored posts directly in users' news feeds in the Apple News app for the iPhone and iPad. The ads will appear in native-banner format and can link to articles in the News app. They will be set in the same default font as News articles and will have the same look, with a title, text excerpt and a small image.
Apple Lassos Attention With 'Loop You In' Tease
March 11, 2016
Apple on Thursday sent out media invitations to a March 21 event at its Cupertino, California, headquarters, with the cryptic teaser, "Let us loop you in." Speculation is rife that the company will unveil a new 4-inch iPhone called the "iPhone SE." A 9.7-inch iPad Air also is expected, as well as some new Apple Watch bands and minor hardware and software updates.
Google Killed the Laptop Star
February 29, 2016
Anyone who went to business school recognizes the basic tenet that you use marketing to build demand in order to sell products. Through the 1990s, there was impressive marketing surrounding laptops. Apple aggressively marketed this class, as did Microsoft, and it seemed every other brand on TV was trying to convince us we needed a new PC. PC marketing dropped off a cliff in the last decade.
Facebook Gives Marketers a Blank Canvas
February 27, 2016
Facebook on Thursday yanked the drapery off its Canvas, inviting marketers to splash it with their best promotions. The new platform will provide brands with a new medium for storytelling, and it will return ad pages up to 10 times faster than mobile Web pages do, the company proclaimed. It's a big screen ad experience for the small screen, compatible with both Android and iOS devices.
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What do you think of politically inspired Internet memes?
They tend to be brutally honest about their targets.
They're usually cheap shots based on lies.
They're often stupid but amusing.
They can have a dangerous influence on uninformed people.
They don't impress me one way or the other.