OpManager: A single console to manage your complete IT infrastructure. Click here for a 30-day free trial.
Welcome Guest | Sign In
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."
Groupon Rethinks Its Road Map
September 23, 2015
Groupon on Tuesday announced plans to cut 1,100 jobs and close operations in seven countries and said it has filed a statement with the Securities and Exchange Commission to that effect. The biggest cuts will hit its customer service and international deals centers, as the company regroups to leverage new efficiencies. The restructuring will be complete in about a year.
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.
Playing Whac-a-Mole With Windows 10
September 3, 2015
Autumn is coming, and it's time for county fair fun with candy apples, fried dough and the midway. You remember the game whac-a-mole? As the moles popped up through holes on the table, it was your job to whack them before they disappeared. Now, every time another Windows 10 reminder pops up on my screen, all I want to do is grab a mallet and start whacking!
Sprint Goes Fishing for DirecTV Subscribers
September 1, 2015
Sprint last week announced it was celebrating the AT&T/DirecTV merger by extending a truly valuable offer to DirecTV customers. "The Sprint network is winning awards across the country for reliability and speed, and our customers have never been more satisfied," crowed Sprint spokesperson Kristin Wallace. "We are simply giving DirecTV customers a compelling reason to experience Sprint."
How the Windows Phone Could Rise Up and Dominate
August 31, 2015
Last week marked the 20th anniversary of the launch of Windows 95. What people often forget about Windows 95 is that it not only kicked Apple's butt, but also kicked IBM's -- and it wasn't even a complete product. The thing was an operating system. It's especially hard to imagine now that these things typically are downloaded from the Web, and there's no need to stand in line.
iPhone Users Can Test-Drive Samsung Galaxy for One Thin Dollar
August 21, 2015
Samsung on Friday kicked off the Samsung Ultimate Test Drive, a new promotion aimed at drawing iPhone users into its fold. For just one dollar Samsung will provide iPhone users with a Galaxy smartphone -- models available include the Galaxy S6 and S6 edge, as well as the S6 edge+ and Note 5 -- plus a month of cellular service. The promotion is open only to iPhone users.
Back to School
August 20, 2015
It felt like back to school this week at the CRM Evolution show in hot and muggy New York. The first week or two of the school year is always like that. Though it still feels like summer vacation, you know you have to get focused, because the first exam will be here before you know it. Cramming begins almost immediately, because there seem to be a lot of new ideas percolating.
Full Circle's 80-20 Rule
August 14, 2015
I recently talked with Bonnie Crater about changing her company's name, and something really struck home. Crater is CEO of Full Circle Insights, and I've known her since her days as an executive at Salesforce. As I was listening to Crater, I recalled that old aphorism, often attributed to John Wanamaker, that half an advertising budget is wasted, but we just don't know which half.
Report: Ad Blockers Are Killing Ad Dollars
August 14, 2015
About $21.8 billion in global ad revenues have been lost so far this year due to ad blockers, according to a report Pagefair released this week in partnership with Adobe. Consumers increasingly are opting for tools to shut down ads before they pop up. By next year, the U.S. alone should account for about $20 billion in blocked ad revenue, the report predicts.
The Pichai Era: Google's New Age of Innocence?
August 13, 2015
"A" is for new Google parent company "Alphabet," for Sundar Pichai's "ascension" to CEO, and for a slimmed-down search engine company that seeks to become more "agile." Consumers may wonder if that "A" also stands for "altruism." Pichai's work ethic and congeniality helped drive his ascension to the top, and he'll need both to redirect the mounting mistrust of Google -- his greatest challenge yet.
Twitter Goes Long With Historic Tweet Access
August 13, 2015
Twitter on Tuesday announced a search API that will give business users instant and complete access to every historical public tweet about a subject of interest. Based on the Historical PowerTrack and 30-Day Search API tools developed by Gnip, which Twitter purchased last year, the API lets users search tweets back to March 2006, when the first one was posted.
Will Google Win the Alphabet Game?
August 13, 2015
Google suddenly announced something much bigger. It is splitting itself into several different companies under one master brand called "Alphabet." Splitting up is what Google has needed to do for several years. The idea of creating a master brand makes enormous sense for a company like Google, which is an octopus with many arms. However, it is only right if it is done correctly.
Advertising Online? How's Your Viewability?
August 10, 2015
Viewability -- that is, a display or video ad's ability to be viewed effectively on a Web page -- is the most critical factor in any video or display ad campaign. However, a surprisingly large percentage of display and video ads lacked either visibility or longevity, the two most important pieces of viewability, in recent studies. How exactly can a marketer ensure short- or long-term viewability?
Salesforce Extends Marketing Cloud to Instagram
August 7, 2015
Salesforce has extended its Social.com, Active Audiences and Social Studio marketing tools to Instagram. These tools let marketers buy and manage advertising, publish content, participate in and review discussions with customers, resolve customer service issues, and analyze conversations. Marketers already are using these tools on Facebook, Twitter, LinkedIn, Google+ and YouTube.
As Wireless Changes, So Must Marketing
July 30, 2015
We have just seen quarterly earnings reports from AT&T and Verizon, and they continue to grow at a healthy pace. Sprint and T-Mobile also have started to grow once again. However, the larger wireless marketplace is splitting into smaller segments. Understanding this is one of many keys to success for any wireless carrier going forward. The larger wireless marketplace is changing.
Apple Watch to Decorate Best Buy Shelves
July 27, 2015
After tightly controlling the sales experience for its smartwatch since its April debut, Apple appears ready to unleash it to the mass market. Best Buy on Monday said it would begin selling the Apple wearable in 100 of its stores on Aug. 7, as well as on BestBuy.com. As the holiday season rolls in, it expects to expand that number to 200. Sixteen models will be available at the Best Buy outlets.
Google May Goose Mobile Device Impulse Buys
July 15, 2015
Google on Wednesday announced that it is giving tablet and smartphone users more purchase options in an effort to respond to shoppers' "micro moments." Mobile devices influenced about 28 percent of in-store sales in the U.S. last year, noted Jonathan Alferness, vice president of product management for Google Shopping. However, "it's way too hard to buy things on your phone," he added.
Wrangling Big Data: When in Doubt, Think Like a Customer
July 13, 2015
As businesses gain new insights about the power of data, they're discovering new sales and marketing tactics that go far beyond what previously was possible. It's not just big data and a technology-driven revolution -- it's also a shift in attitudes about data's place in sales, its role as a guide or reality check, and its ability to fuel new processes that drive greater sales performance.
Amazon's Prime Day Could Turn Into Christmas in July
July 7, 2015
In celebration of its 20th birthday, Amazon plans to push wish list items into shopping carts and new customers into its Prime ecosystem this July 15, dubbed "Prime Day." The eve of Amazon's 20th anniversary, Prime Day will be packed with more deals than Black Friday, Greg Greeley, vice president of Amazon Prime, said Monday. The event kicks off at midnight on July 15.
Customer Experience Is Everyone's Department
July 6, 2015
Customer experience is more than the act of trading money for a product or a service. It's the experience leading up to that, and the experience customers have with what they've purchased, all the way until they stop using it. Why is it, then, that the concept of "customer experience" seems to exist primarily in the marketing department? Marketing is but a small part of what makes an experience.
The Art of E-Commerce Site Search
July 6, 2015
Providing an effortless shopping experience is a key driver to the success of any e-commerce business. E-commerce search is a big factor in this experience and when done right can provide a significant competitive advantage. An effective on-site search experience leads to higher sales and increased customer loyalty. A substandard search experience can lead to the permanent loss of a customer.
CRM's New Era
June 24, 2015
It recently occurred to me that CRM has come full circle in a fundamental way. I was never a fan of labels like "CRM 2.0" or "Social CRM" or whatever else came along, principally because those monikers didn't signify anything new in doing business. Certainly you could make a case that those names described some new attributes for the traditional set of apps but that just invites a "so what?"

See More Articles in Marketing Section >>
Facebook Twitter LinkedIn Google+ RSS
Do you want to live in an Internet-connected home?
Yes -- I have some smart things, and I want more.
Yes -- I'm looking forward to all the conveniences.
Not sure -- I have security and privacy concerns.
No -- the technology isn't good enough yet.
No -- it's a ridiculous waste of money.