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CRM

13 Retail Companies Using Data to Revolutionize Online & Offline Shopping Experiences

May 21, 2015 by Trips Reddy

Shopping experience. 

According to a report by McKinsey & Company, despite the e-commerce boom, brick-and-mortar stores will still account for approximately 85% of U.S. retail sales in 2025. While slow to catch up with the digital revolution, retail brands are starting to rethink business models and leverage technology to reinvent the in-store customer experience. Interactive digital displays, touchscreens, digital storefronts, magic mirrors, virtual dressing rooms and in-store kiosks (to order out-of-stock items) are transforming how consumers interact with products in physical stores.[read more]

All Is Not Lost: Finding Value In Marketing Attribution Data

May 15, 2015 by Bill Franks

In my last blog, I laid out some facts that call into question the extensive effort many organizations put into attributing individual customer sales to individual marketing touch points via common attribution methods. To summarize, Suresh Pillai, head of Customer Analytics & Insights for Europe at eBay, showed that all reasonable attribution algorithms led to effectively the same aggregate credit to each marketing lever and also the same credit as a random method.[read more]

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Expert Speak: 6 Highlights and Lessons from the 2015 CDO Summit

May 8, 2015 by Trips Reddy

The 2015 CDO Summit.

The CDO Summit 2015 (at the Thomson Reuters office in New York City) hosted Chief Digital Officers, Chief Data Officers and other C-suite digital leaders from a range of industries including retail, finance, healthcare and technology. Organized by the CDO Club, a packed day of sessions, panels and knowledge-sharing highlighted original research, the CDO jobs landscape and the challenges faced by CDOs as they focus on digital transformation at their companies.[read more]

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5 Tips for Streamlining the Supply Chain

April 24, 2015 by Glenn Johnson

Supply chain.

Supply chain efficiency helps an organization reduce costs and speed time-to-market. Fifteen years into the new millennium, it is clear to see that advances in technology, increasing globalization and rising customer expectations have made streamlining the supply chain more important than ever.[read more]

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The Road to (Customer) Success: The First Three Months

April 21, 2015 by Don MacLennan

Road to success.

Get started on the right foot! Though it is somewhat cliche, you should definitely keep this in mind when working with a new customer. The end of a positive sales campaign doesn’t mean the journey has ended; it simply marks the beginning of a new road, one that when approached correctly, will lead to customer success. An impactful road to customer success should follow these steps in the first three months.[read more]

The Perils of Marketing Attribution

April 14, 2015 by Bill Franks

Marketing attribution.

One of the hottest topics in analytics today is marketing attribution. Attribution, for those unfamiliar, is the process of assigning credit to various marketing efforts when a sale is generated. In the modern world, this is no easy task. There are myriad ways to touch a customer today and the goal of attribution is to tease out the impact that each touch had in convincing you to make a purchase.[read more]

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Beyond the Bottomline: ERP Tools Are Meant for Ensuring Customer Satisfaction

March 24, 2015 by Daan Pepijn

ERP tools.

Beyond being a mere data analysis tool, another perspective on ERP is that it ultimately serves as a tool for ensuring customer satisfaction. The bottom line in all of these is effective and efficient data management. Better handling of business data to make these more useful in managing business operations will ultimately result in better products or services and improved handling of customer concerns.[read more]

Is the Data in Your CRM a Ticking Time Bomb?

January 16, 2015 by Martin Doyle
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Is your CRM a ticking time bomb?

The maturing CRM market is a reflection of our desire for data. Data lets us understand our customers, communicate more effectively with those customers, and segment them for more effective marketing. This is why many businesses harvest massive amounts of data about their customers and store it in their CRM, then leave it to fester, either neglecting it or harvesting even more.[read more]

"Tech Savvy" Means "Customer Savvy" for Midsized Companies

November 26, 2014 by Julie Hunt

Wowing customers

Technology is no longer simply back office automation or work productivity tools addressing the day to day of the business. When companies combine technologies with effective practices and processes around meeting customer needs on every level, competitive edge and revenue growth usually follow as natural outcomes.[read more]

Data Quality: The Secret Assassin of CRM?

November 25, 2014 by Martin Doyle
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Data quality

There’s a silent virus lurking in many CRMs. It’s a virus that slowly gets a foothold in the system, then slowly starts to deprive it of oxygen, choking it until it can no longer breathe. As the CRM starts to suffer, the business starts to falter. So what is the virus? The secret assassin of the CRM? It’s poor quality data.[read more]

Social Business and Digital Strategy

November 13, 2014 by Michael Fauscette

digital transformation

Social business, collaboration, community and content: is there real business value tucked away in those words? Are businesses really feeling the pressure to do some things differently, and by changing can they be more competitive, grow faster and be more successful?[read more]

3 Business Questions Big Data Helps to Answer

November 11, 2014 by Bernard Marr
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Before you start collecting and analyzing data, it’s important that you know what questions you want to answer. Here are three important business questions that big data can help to answer, along with examples of how companies are already answering them using big data.[read more]

A Cloudburst of Financial Advisor CRM Options: What to Look For

October 5, 2014 by Alok Misra

Financial advisor CRM options.

Look for a vendor who is invested in your success. CRM providers have traditionally been happy to sell you their product, before sending you to a consultant for fitting it to your needs. This model is changing in the cloud – the CRM vendor is expected to make the product work for you.[read more]

How Data Science Is Making Dreams Come True

September 8, 2014 by Katie Wahlman

Data science.

By unifying the millions of data points collected using a visualized distributed data warehouse, and thus turning disparate data into meaningful insights, Disney is able to eliminate the guesswork and make data-driven improvements to rides and attractions, transform the experience of waiting in line, and more effectively manage park flow.[read more]

We Need an "Internet of Not Only Customers"

August 8, 2014 by Peter Perera
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Internet for not only customers. 

CRM software vendors tout a similar story-line. “Focus on customers”, they all say. SalesForce, for example, advocates creating an “Internet of Customers” and become a “Customer Company”. But paradoxically, customer fixation may not be how to best improve customer growth, engagement and customer experience. If anything, establish an “Internet of Not Only Customers”. Turn into a “Connections Company”. To help pull this off, CRM software needs to be more context-aware and behave more like a graph database. Knowing customers requires also knowing all their possible contextual identities and corresponding connections to others.[read more]