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Denis Pombriant
Creeping Decentralization and CRM
12/13/17 1:42 PM PT | CRM Buyer | 806 Words

One of the big stories of next year might be decentralization. It's below the radar right now, which is why I...

Richard Adhikari
Everybody Talks About CX, but Nobody Does Anything About It
11/21/17 5:00 AM PT | CRM Buyer | 652 Words

All About the Feelings
Emotions drive customer loyalty in online retail, Forrester found.

That's because "buyers are just a click away from making their emotions known," Nucleus' Wettemann told CRM Buyer.

Among the positive customer experience emotions are feeling...

Richard Adhikari
Machines Could Become Driving Force Behind CX
12/06/17 3:37 PM PT | CRM Buyer | 627 Words

Among the researchers' findings: Overall, 95 percent of the respondents saw customer experience (CX) improvements as an important part of digital transformation; 59 percent had completed half or more of their expected CX improvements; 90 percent planned to tie machines to their communications and collaboration tools; 85 percent believed machine-to-people interactions would result in positive transformations in the customer experience; 75 percent planned to implement machine-based interactions with customers within the next two years; 75 percent saw automated event-triggered calls from customer devices as a valuable service; 73 percent believed machine-enhanced routines were valuable to their organization; 57 percent of retail respondents believed better CX would lead to higher customer satisfaction; and 56 percent of retail respondents believed better CX would lead to higher customer loyalty ...

Denis Pombriant
CPQ's Other Life
11/30/17 2:32 PM PT | CRM Buyer | 763 Words

Configure, Price, Quote systems have a name problem. When they debuted, their basic functions gave a name to the category that...

Denis Pombriant
Cool Effect
12/08/17 10:34 AM PT | CRM Buyer | 810 Words

Dreamforce is a bit like a holiday feast in that there are usually leftovers to savor. One of the stories that...

Vivian Wagner
5 Innovative Ways to Inspire Customer Loyalty
11/06/17 2:41 PM PT | CRM Buyer | 1040 Words

Building true, lasting customer loyalty involves incentivizing customers to spend time at your site and, most importantly, to return.

"A loyalty program can really be anything that inspires a customer to keep coming back," explained Hansen. "With that in mind, brands would...

Denis Pombriant
Dreamforce Pivot
11/09/17 11:05 AM PT | CRM Buyer | 879 Words

Michelin is using its ability to monitor tire pressure and publish digital tire information to engage its fleet customers with better service, and in the process compete for customer loyalty . It's a small thing -- but it's the stuff that leads to...

Denis Pombriant
Finally Oracle
09/20/17 2:59 PM PT | CRM Buyer | 797 Words

Oracle showed some very good numbers in its latest earnings announcement. As it begins its second year of aggressive cloud...

Richard Adhikari
6 Ways E-Commerce SMBs Can Offer Great Customer Service on a Tight Budget
11/01/17 10:04 AM PT | E-Commerce Times | 537 Words

Companies have to "measure beyond metrics like wait times and on-time order shipping and get to the heart of customer loyalty , which is about creating fans who will recommend and endorse your product," Splice Software's Kelly said.

For example, it's surprisingly...

Denis Pombriant
Revisiting Show Season
11/14/17 2:58 PM PT | CRM Buyer | 848 Words

Show season changes the CRM market; it always does. One day you're in the vanilla application software space, and a week...

Denis Pombriant
Salesforce Gets Granular
10/11/17 12:43 PM PT | CRM Buyer | 430 Words

If you need an example of digital disruption, you can't do better than the retail banking industry. A byzantine collection of...

Denis Pombriant
OpenWorld 2017
10/10/17 3:18 PM PT | CRM Buyer | 854 Words

I spent last week at Oracle's customer event, OpenWorld 2017, in San Francisco. When I wasn't drinking from an information fire...

Denis Pombriant
Show Season
10/04/17 11:21 AM PT | CRM Buyer | 823 Words

Autumn officially kicked off about a week ago -- not with some celestial convergence but with show season, with companies like...

Denis Pombriant
Oil Patch CRM
10/31/17 6:00 AM PT | CRM Buyer | 753 Words

A recent New York Times story about a conference held in Riyadh, Saudi Arabia, chilled me to the bone. The headline...

Denis Pombriant
Salesforce's IoT Strategy
10/16/17 2:33 PM PT | CRM Buyer | 519 Words

Salesforce is a large and well-disciplined development company. It's pretty good at marketing too. It continues to innovate in all product...

Denis Pombriant
Counting Down to ASC 606
10/19/17 4:54 PM PT | CRM Buyer | 922 Words

There will be little New Year's Eve celebrating but perhaps a lot of morning-after hangovers for U.S. businesses that haven't begun...

Rob Enderle
Google Pixel 2: 8/10ths of an Apple-Killer Strategy
10/09/17 10:58 AM PT | TechNewsWorld | 1778 Words

With an impressive number of product problems, Apple rolls into the end of the year obviously very exposed but still impressively protected by customer loyalty and a lock-in strategy that makes it very hard for unhappy customers to move. Hold that thought.


Denis Pombriant
Digital Hub Returns
09/28/17 3:20 PM PT | CRM Buyer | 647 Words

Digital Hub is not a new idea. It's been percolating for a few years, and its roots can be traced to...

Denis Pombriant
Einstein Tries Sales Forecasting
09/25/17 1:20 PM PT | CRM Buyer | 599 Words

When Salesforce unveiled sales forecasting with its artificial intelligence tool, Einstein, my immediate reaction was that it should have tried something...

Denis Pombriant
The 4 Fundamental Attributes of Customer Loyalty, Part 1
06/29/16 3:46 PM PT | CRM Buyer | 863 Words

This is the first post in a four-part series on modern approaches to improving customer loyalty through customer engagement. 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,...

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