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Endicia White Paper: Avoid Hidden Fees
App Dev Today
April 27, 2016
Last year, I researched the impact of the proliferation of cloud computing on business. I know it sounds like a dry topic, but if you are a CIO or an application development manager, the results can have serious meaning. Cloud computing has deeply penetrated the enterprise and SMB ranks, and 46.3 percent of respondents said they had four or more cloud applications in use.
IDC Offers Insurance Companies New CRM Vision
March 16, 2016
IDC Health Insights on Monday outlined best practices for customer engagement strategies to help health insurance companies adopt a semiretail approach to interacting with members or patients. Health insurers need an integrated customer engagement strategy enabling automated interactions, shared communications, and appropriate transaction and information transparency, IDC said.
Through the CRM Lens
March 9, 2016
This is delicate and I will be scrupulously neutral in these paragraphs so as to offend no one, but I thought it would be fun to attempt an interpretation of the current political climate from the perspective and sensibilities of CRM. It will be different from any other analysis you might have come across because I do not wish to discuss candidates. I am all about the customer.
Generation Customer: Defined by Attitude, Not Age
March 7, 2016
I hate the idea of chopping our population into generations: the Greatest Generation, the baby boomers, Generation X, Generation Y, millennials and so on. The assumption is that everyone born during an arbitrarily selected time period shares certain traits. It also results in people projecting ideas -- often romantic ones -- onto huge groups of people.
Mining the Customer Base
February 24, 2016
One of the biases inherent in CRM is its orientation toward new business. This might sound strange to most people, but really, I think of it as the startup echo chamber. It's a bias in part because CRM was invented by new companies for new companies. However, the "C" part, customer, involves more than simply acquiring new ones, especially for established companies.
The Right Sales Technology Buys Time to Turn B Players Into A Players
February 24, 2016
In sales, A-B-C does not simply refer to the Alec Baldwin scene in "Glengarry Glen Ross." It's the system that sales managers (and salespeople themselves) use to categorize performance. A players smash their quotas on a regular basis; B players battle to deliver results, and usually do; C players have a history of missed objectives and should consider work in another field.
Marketers Make Customer Experience More Personal
February 11, 2016
Marketers this year will ramp up their efforts at personalization, getting a 360-degree view of customers and improving the customer experience, and they will leverage multiple strategies, tools and solutions to do so, a study released Tuesday by the CMO Council found. Deploying digital analytics and life cycle management tools will take the lead, followed by personalization platforms.
Why Is Sales-Marketing Alignment Getting Worse?
February 1, 2016
We're almost a quarter century removed from the coining of the phrase "sales and marketing alignment." Businesses have been wrestling with the idea of coordinating two teams of people with different skill sets, ideas and goals since the emergence of marketing as a profession. Meanwhile, business leaders often cite the need to use data to unite sales and marketing around a single mission.
An Idea Whose Time Has Come... Again
January 27, 2016
Whether you call it "industry CRM," "vertical CRM" or something else, the concept is gaining altitude. Not that it's new or ever been gone, but today's vertical CRM is different -- a constellation of quantitatively and qualitatively different and better CRM solutions than we've ever seen. Vendors like Veeva, Vlocity and Salesforce are getting into the act.
The Top 20 CRM Blogs of 2015, Part 2: The Top 10
January 25, 2016
Almost a decade ago, the first edition of this list was tough to compile. There simply weren't that many CRM blogs that were consistent (we set the annual minimum number of posts at eight), vendor-agnostic and -- most important of all -- high quality. That number has increased over the years, but one interesting phenomenon has been that the people at the top have held onto their spots.
Cloud Research
January 20, 2016
Last year, uber-analyst Esteban Kolsky and I did a research project to better understand cloud computing's uptake and related issues, and last week Financial Force, our sponsor, made the results public. The findings are interesting to me because they reveal a more or less typical adoption cycle for cloud, by which I mean that some of the downstream effects are only gradually becoming apparent.
Vendor of the Future
January 13, 2016
I spent part of last week listening to presentations about the customer of the future, and of course it made me think. As usual, I didn't think in a straight line. As you've heard from me before, customers are still the human beings that walked out of the ice age 10,000 years ago or even the Cro-Magnons of 35,000 years ago. It takes geologic time to observe changes in a species.
FordPass Aims to Engage Customers on Their Terms
January 12, 2016
Ford on Monday announced FordPass, a platform focusing on enhancing the customer experience. FordPass includes a Marketplace offering mobility services; 24x7 access to FordGuides, which are personal assistants to help customers with mobility challenges; membership loyalty rewards; and FordHubs -- select stores that let customers experience Ford's latest innovations.
The Cloud Complexity Challenge
January 12, 2016
Growing acceptance of cloud computing quickly is becoming a double-edged sword for the leading players in the SaaS, PaaS and IaaS marketplaces. As a broader set of customers adopts cloud-first strategies, even the biggest cloud players are being challenged to scale their operations to keep pace with escalating customer demands without becoming too complex.
Loyalty and Engagement
January 6, 2016
I've been trying to analyze modern rewards programs and customer loyalty recently for a project. It's a complex issue and so it is tricky to tease apart -- nothing like trying to defuse a bomb, but intellectually challenging for sure. At the heart of the issue is a body of research that says rewards, as currently configured, don't work in the ways we want.
CRM Predictions: Spotting the Critical Connections
December 22, 2015
At this time of the year, there's a clamoring among the business publishing class for predictions. That is partly because prediction stories are considered easy to write, and once they're done the staff can go celebrate the holidays while their publication continues to deliver content. However, having written a lot of prediction stories in the past, I can tell you that they are not easy to write.
CRM to Get Emotional in 2016
December 17, 2015
Temkin Group on Tuesday predicted 2016 will be the year of emotion. That's one of 11 customer experience trends to watch for in the coming year, managing partner Bruce Temkin wrote in a blog post. "Emotion is the component of customer experience that has the largest impact on loyalty, but it is also the area where companies are least adept and often seemingly ignore," he wrote.
5 Customer Relationship Objectives for the Growing Biz
December 7, 2015
The amount of effort spent on talking and thinking about the best ways to connect with customers truly is incredible. The amount of ink spilled -- real and virtual -- the number of conferences held, and the dollars spent on efforts and expertise are vast. The irony is that businesses often start out with a natural ability to behave in a customer-centric way.
Engagement at Moments of Truth
December 2, 2015
Lost somewhere in the pile that is a current research project is an article on customer loyalty that says that more than half of customers who recently exhibited loyal behavior toward a vendor said they'd switch to another vendor in an instant. The question prompting this answer is whether these customers would switch for a better deal. It was a trick question trying to determine loyalty.
Ramping Up Tech Could Give Retailers a CX Edge
December 1, 2015
Despite all the talk about the customer journey, the increasing use of CRM, the omnichannel approach, and the seamless customer experience, stores still don't have technology down pat for the holiday rush, according to the "2015 Connected Shoppers Report" Salesforce released last month. In-store shoppers want associates to know their purchase history, but only 10 percent believe this will happen.
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.
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.
OpenWorld's Substance Feast
November 4, 2015
For once, Oracle OpenWorld went long on substance. That's hard to do when you have so many products to discuss and Larry Ellison pontificating, but he was both under control and substantive -- though he couldn't resist taking a few shots at competitors. Oracle's team hardly ever sees SAP and IBM in deals these days, he announced, and he gave due praise to cloud pioneers NetSuite and Salesforce.
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.
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.
Salesforce's Message to Europe
October 21, 2015
Salesforce last week said it would invest $100 million in emerging sales force partners in Europe. The company previously announced a similar program for the Americas, and it hopes to discover valuable new companies and business solutions. Paul Greenberg and the team at CRM Idol have been doing the same thing -- trying to discover interesting emerging companies in the CRM space.
Lighting Up Process
October 14, 2015
I've been saying that we're heading toward an era when process dominates and traditional transactions become just one part of those processes. Now, you might say that's the way it's always been, and I won't disagree. Historically, however, processes more or less were managed by employees who used information systems to inform their decision-making, and the result was recorded as a transaction.
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