CRM

Decision management tool / shutterstock

Decision Optimizer is one of FICO’s Decision Management Tools and is designed to address some specific challenges in customer decisioning, particularly that there are often competing objectives and very large numbers of customers (and thus customer decisions) involved.[read more]

Marketing automation

Leading marketing and advertising agencies are discovering that marketing automation is giving them the power to outflank their competition. Here are the steps you can take to automate your marketing, improving your customer service and your profits in the process.[read more]

Customer data / shutterstock

Focusing on customer retention and reducing churn instead of customer acquisition, Gainsight integrates with Salesforce and uses sales data, surveys, support tickets, usage logs and other sources of customer intelligence to turn customer retention into an automated, data-driven process.[read more]

perception gap

Consumers believe Sears is just for tools and electronics; is this the perception Sears wants to portray? What is Kroger doing better than others are? Walmart tweets way more frequently than other brands, and consumers reciprocate. 4 brands, 1 week and 100,000 Tweets: this infographic lays it all out for you.[read more]

social media technology / shutterstock

Attensity's newest version of Respond uses natural language-based analysis to derive insights from any form of text-based data and among other results can produce analyses of customer sentiment, hot issues, trends and key metrics. The product supports a form of closed-loop performance management.[read more]

social advertising in the cloud / shutterstock

Today Salesforce announced the launch of Social.com – a social advertising solution that brings the power of Radian6 and Buddy Media (two recent acquisitions made by Salesforce for over $1 billion total that had been floundering looking for a purpose) into an innovative way to use Marketing 2.0.[read more]

lev radin / Shutterstock.com

Nike turned the most uncomplicated sport in the world, running, into a data-driven social sport that gives users access to tons of data about their personal achievements. As such, Nike has made an engaging gamified platform for runners to share their data and learn from the insights derived from it.[read more]

big data & market research / shutterstock

Big data is disrupting the world, society and all industries, and it will mark the end of the market research industry as we know it. Unless they are able to adapt and pivot on time, the big data scientist will replace the market researcher, and this will happen faster than one might expect.[read more]

agent data management / shutterstock

I read a lot these days about how companies should pay more attention to contact center agent or customer service representative satisfaction, as it can have an impact on customer experience and meeting key customer-related metrics. Here's what companies need to consider.[read more]

Google tracking / shutterstock

This post explores a simple way to see Google Adwords results inside of Salesforce, using Google Analytics Campaign tags. Custom campaign values display in your Google Analytics reports, and you can capture them into leads in Salesforce using a tool like the Campaign Tracker.[read more]

customer service / shutterstock

In this blog post, I'll cover the basic customer service trends and patterns that I'm seeing emerge, and see where they lead. The future of customer service is evolving over time – there is no set model against which you have to build a similar solution.[read more]

silo

With the impending “end-of-life” of Salesforce for Google Adwords, I thought I’d dive a bit deeper into some of the challenges for tracking Google Adwords lead sources into Salesforce. Here are some of the considerations that are not always front and center.[read more]

Three metrics

From a data perspective, baseball has no equal. WHIP is combination of three measures (walks, hits, innings) that provide tremendous insight. Your company likely has all sorts of “walks, hits and innings” metrics floating around the office, in spreadsheets, in your CRM or in your financial system.[read more]

Big Data & CRM / shutterstock

In November of 1998, when the IT revolution in Enterprise Solutions was about to take off and companies had started investing in ERP or CRM systems in a major way, I thought it was just a matter of time before Predictive Analytics went mainstream. I was wrong. Is 2013 the year?[read more]

intelligence-driven marketing

In the "information economy," data is created at an unbelievable pace, but to make some reasonable business use of that data is challenging. Businesses need to systematically move from "big data" to "smart data", or data in the right business context, delivered to the right person at the right time.[read more]