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Walmart to Jump the Gun on Cyber Monday
November 24, 2015
Walmart on Monday announced it will release all 2,000 Cyber Monday deals at 8 p.m. EST Sunday. That and other retailer moves are making it look as if Cyber Monday might be a nonevent this holiday season: Amazon is running an eight-day Black Friday sale that will take it through Cyber Monday, leading Walmart to launch a price-matching event to compete.
Great Customer Experiences Start With Sales
November 23, 2015
The term "customer experience" flows from the lips of business people so smoothly these days. It's very clearly the business jargon du jour; its importance has been trending upward for the last decade, and according to Gartner, by 2018 more than half of all businesses will implement significant business model changes in their efforts to improve customer experience.
The Lego-ization of Software, or the Rise of Snap-On SaaS
November 20, 2015
Here's a bold proclamation: Internally-developed IT software is a decelerator to business. When the need is specialized and you have a fully staffed IT team, there's a natural temptation to put everyone to work on a custom development project. For today's companies, however, this is often the slowest and most expensive path to the market, and it isn't necessary.
Investors Buying In Following Salesforce's Q3 Stunner
November 19, 2015
Salesforce shares rose to an all-time high Thursday, after the company reported better-than-expected Q3 revenue and raised earnings estimates for 2016. Salesforce reported earnings of 21 cents a share and a revenue increase of 24 percent to $1.71 billion, compared with a year ago. The company is on pace to become the fourth largest enterprise software company in the world.
The 2 Layers of Customer Experience
November 18, 2015
Maybe you've already considered this, but it just popped into my head the other day as I was thinking once again about customer experience -- or CX, as some people shorten it. I've often said that customers experience moments of truth and that the experience should be focused on the things they care most about and that the business actually can do something about.
Hootsuite Adds Social Chops to Microsoft Dynamics CRM
November 17, 2015
Hootsuite on Tuesday announced an integration with Microsoft Dynamics CRM, Microsoft SharePoint and Microsoft Yammer. The collaboration will let enterprises use social content in meaningful ways for social marketing, social selling, social customer support, and internal collaboration, noted Kevin Zellmer, Hootsuite's vice president of corporate and business development.
Sales and Marketing Sentiment: Feeling Is Perception Is Reality
November 16, 2015
About a year ago, I conducted a survey that led to my company's first-ever Sales & Marketing Sentiment Study. The idea was to get inside the heads of people in sales and marketing and reveal their feelings about the way they worked, the technology they used, and about each other. We split the results into sales and marketing responses and compared them.
CFOs Calculate Benefits of Cloud ERP
November 13, 2015
One of the clear indications that the cloud movement is becoming mainstream is the growing number of CFOs and finance departments that are adopting Software as a Service solutions to support their corporate responsibilities. Even more interesting is how cloud-based alternatives can redefine the accounting and financial management function in forward-minded organizations.
Desk.com-SalesforceIQ Integration Targets SMBs
November 12, 2015
Salesforce on Thursday announced the integration of Desk.com and SalesforceIQ to better let SMBs tie customer service with sales. Desk.com an all-in-one customer service app. SalesforceIQ for Small Business is a sales solution whose relationship intelligence feature captures, analyzes and brings forth relevant customer relationship information from email, calendars and other applications.
Digital Transformation and Moments of Truth
November 11, 2015
I hadn't been aware of one of the more important CRM stories of the year until I was doing research for a new book. It's a great story and it deserves retelling, especially if you think that focusing on customers' moments of truth is important. Back in April, Starbucks announced revenues for the just-completed quarter that exceeded year-over-year attainment by a whopping 17.8 percent.
Microsoft Dynamics CRM Ventures Into Machine Learning
November 10, 2015
Microsoft last week revealed some new details about Dynamics CRM 2016, emphasizing functionality designed to empower customer service agents. It will be released in both cloud and on-premises versions in Q4. It will be available as a standalone application or as an add-on to Office 365. "This is a big release for Microsoft," said Nucleus Research's Rebecca Wettemann.
Fire, Aim, Ready: Is Your Marketing Approach on Target?
November 3, 2015
Business-to-business marketers know what customers want, in general terms, from initial contacts with the people they buy from. It's taken awhile, but through trial, error, some more error and eventually some actual thought, the mystery has been solved. Before I give it away, just ask yourself what you want in any communication from anyone when it comes to a business issue.
Oracle Banks on CX Cloud Verticals
November 2, 2015
Oracle last week announced a variety of industry-specific solutions and enhancements to several existing products at Oracle OpenWorld in San Francisco. The company unveiled industry-specific vertical solutions for the financial services, communications, consumer goods, high-tech, industrial manufacturing and automotive fields as part of its Customer Experience Cloud.
PRM's Next Act
October 27, 2015
Partner relationship management has seen its ups and downs over the first part of this century. Running an indirect channel is vitally important to any vendor trying to extend its reach without incurring the high costs of building a sales team and all that supports it. Many vendors figure it's more economical to pay partners for performance than to endure the corporate buildout.
Dish Network to Automate TV Ad Sales
October 26, 2015
Dish Network on Monday launched Dish Media Sales, an automated marketplace that will let advertisers buy TV spots the same way they can buy ads online. With the initiative, Dish will give advertisers the ability to purchase targeted, linear TV ads, impression by impression, using real-time bidding technology -- similar to the way online ads are purchased.
SAP's New Jam Communities Promise Stickier Customer Experience
October 23, 2015
SAP this week released SAP Jam Communities edition for Hybris, which delivers real-time product and service information to customers on company websites. The software can display personally relevant recommendations and reviews directly to customers in e-commerce stores. In essence, it lets companies embed access to relevant material and include a buy button in online customer community pages.
Are Your Sales Tools Turning A-Performers Into B-Performers?
October 19, 2015
Some things in business are clear and binary: A company succeeds or fails. A customer buys from you or from someone else. A customer returns for additional sales or leaves for a competitor. Other things are indeed relative: Sales numbers may be double the previous quarter but still fall below expectations. A customer returns for additional sales but resists buying more due to satisfaction issues.
Processing Customer Loyalty
October 12, 2015
I've had to do a lot of thinking about customer loyalty lately, both for my book and more recently for client engagements. What's interesting is how chaotic this market is and how many people are writing about it with very little data. There isn't even strong agreement on the similarities and differences between rewards programs and loyalty. Are they the same? How?
Customer Engagement in the Age of the Silent Traveler
October 9, 2015
The rise of social media has given customers a new platform for interacting with travel and hospitality companies, from airlines to car rental agencies. Today's travel customers primarily use these digital technologies to coordinate logistics and log complaints; gone are the days of calling a reservation specialist to book flights or running through seating options at the check-in counter.
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.
3 Ways CRM Can Help Sales in the IoT Era
October 5, 2015
It's becoming increasingly clear that the nature of the sales profession is changing. Salespeople are no longer the ones who introduce products to their customers -- in most cases, especially in business-to-business settings, customers have done a lot of research on their own and are close to a decision before they talk to a salesperson. This trend has some people in sales panicked.
Vertical Ventures
September 29, 2015
I'm always looking for emerging trends at Dreamforce, the kinds of things that are hiding in plain sight. They might never amount to much, but given that it's Dreamforce, many likely will bloom. A case in point is the emergence of vertical market CRM. Its time is now because application development tools have become so good, and because customers need fast, budget-friendly deployments.
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."
Gmail Blocking Tools Narrow Email Marketing Channel
September 24, 2015
Google on Tuesday announced new block and unsubscribe features for Gmail that will make it easier for users to manage their in-boxes and harder for marketers to creep out of the spam folder. "Sometimes you get mail from someone who's really disruptive," said Sri Harsha Somanchi, product manager at Google. When that happens, "you should be able to say, 'Never see messages from this person again."
Dreamforce and Then Some
September 21, 2015
What a difference a decade makes. Ten years ago, the booths on the Dreamforce show floor were little more than outposts for widget-makers. Fast-forward to Dreamforce 2015, and one is struck by the number, variety, and size of the partner community. That's only part of the story, though. Often out of sight is the sizable display of talent that has consolidated around Salesforce.
On Selling
September 16, 2015
For a long time I have been uneasy about the selling discussion's direction as it relates to CRM and SFA. Something didn't relate. We talk a lot about accelerating the sales process and freeing up sales people's time so that they can spend more time selling, but it all made me wonder. Several things occurred to me as I contemplated selling -- a job I did for about 15 years.
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.
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.
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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.