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Salesforce Industries Summit
SugarCRM Adds AI to Sweeten the Customer Experience Pot
September 8, 2020
SugarCRM last month announced its acquisition of AI-as-a-Service provider Node. This marks the fourth acquisition by SugarCRM since the company's investment by Accel-KKR in August 2018. CRM Buyer discussed the current state of CRM platforms with SugarCRM CEO Craig Charlton, and how artificial intelligence is key to improved sales, service, and predictability in automated CX.
How Customer Conversations Can Create Personalization in E-Commerce
September 8, 2020
Ask anyone in the e-commerce space and they'll tell you: it's a numbers game. The numbers we rely on every day offer insights into every aspect of our competitive industry, from the click-through success of advertising campaigns to the conversion rates of specifically placed "Buy Now" buttons. Yet in this world of quantitative analytics, we're losing something: the human element.
Improving Company Performance
July 13, 2020
A recent study found that businesses across North America are led well and staffed with people who are engaged in what they're doing. But technology is barely adequate -- and because of this, managers should devote their attention to improving systems whenever they think about how to improve overall company performance.
B2C Marketers Grapple With Personalization Tactics
June 29, 2020
Marketers at B2C companies realize that personalization is key to business, but they are having problems implementing personalization strategies, according to a recent survey by Adweek Intelligence in association with IBM Watson Advertising. "Defining personalization has to start, stop and be continuously refined through the sole lens of the customer," Liz Miller, a principal analyst at Constellation Research advised.
How to Create Valuable Customer Conversations
May 28, 2020
A pandemic, economic uncertainty and social distancing -- what a kerfuffle we are in. As marketing leaders, it's an incredibly difficult time to direct our teams. Yet, while we're all figuring out how to juggle emotions, families, dogs, toilet paper shortages, and a calendar full of conference calls, the revenue team has to press on in building pipeline and establishing predictable growth.
Cultural CRM-ization
April 29, 2020
You can reduce the story of CRM to a lot of things, especially its many component parts. Social networking, cloud computing and analytics are mentioned often. We don't need an exhaustive list, but if we stop there I think we miss a lot. To me CRM isn't about the parts, although like most people following the industry, I get a modicum of joy when a vendor adds something new to the toolbox.
Contact Tracing With Salesforce
April 22, 2020
Contact tracing is a big job, like trying to drain an ocean with a teaspoon. It involves finding people who have been exposed to the coronavirus and testing them to determine if they are infected or are carriers. Public health officials then can take necessary steps to prevent the virus' spread. It's a perfect fit for CRM, and Salesforce's core technology is coming to the forefront.
E-Commerce Optimization During a Crisis and Beyond
April 17, 2020
In this uncertain and increasingly homebound era, customers are turning online for everything from groceries to cat food. It's more important than ever to make sure that websites are optimized for the highest-possible customer engagement and conversion. E-commerce optimization is one game that companies struggling for market share in the midst of a pandemic must play.
A 6-Point Plan to Leapfrog to CX Leadership
April 8, 2020
Customer experience as a boardroom topic is more relevant than ever. Enterprises are investing significant digital transformation budgets and commissioning large projects to elevate CX. Yet more than 70 percent of digital transformation projects fail to move the needle at scale. One topic that has a substantial impact on CX is the transformation of customer service operations using digital tools.
Building a Better Way to Measure Marketing Effectiveness
April 7, 2020
With the business world -- and the world at large, for that matter -- changing at what feels like a moment's notice, businesses and brands have never been required to be as limber as in this current moment. Marketing leaders want hard evidence and objective facts for decision making. It wasn't long ago that multi-touch attribution was the prized child of the hype cycle among marketers.
How AI Can Improve Customer Retention
March 21, 2020
Customer attrition and churn are not new problems. Anyone who has spent time in the sales world has heard statistics around the cost of acquiring a new customer. It can be five to 25 times more expensive to acquire a new customer than to retain an existing one. Improving customer retention by just 5 percent can increase profits by 25-95 percent, depending on your industry and company size.
4 Ways Intelligent CRM Can Help You Reach Tech-Savvy Millennials
March 18, 2020
Does your customer relationship management strategy have what it takes to reach Generation Y? It's estimated that by 2021, an additional $394 billion in revenue could be gained from artificial intelligence adoption in CRM activities in the U.S. As companies grow and technology evolves at a faster-than-ever pace, collecting, storing and providing data is becoming a bigger and bigger task.
4 Sales Presentation Innovations That Keep Viewers on the Edge of Their Seats
March 11, 2020
People have been giving presentations for thousands of years, from Moses with his stone tablets to Elon Musk revealing his grand plans to colonize Mars. While the elements of a great pitchman generally have remained the same over the past 5,000 years -- conviction, charisma, credibility -- today's successful presenters do more than just get in front of an audience and talk.
4 Ways to Optimize Your Brand's Amazon Advertising
March 10, 2020
Way back in 1995, Amazon made its first-ever customer sale. Within two short months, Amazon was selling $20,000 per week in the U.S. and countries around the world. Today, Amazon has become the go-to marketplace for more than 310 million customers, and more than 54 percent of all product searches occur on Amazon. In other words, Amazon has replaced Google as the No. 1 search engine for products.
E-Commerce Deliveries: How to Master the Last Mile
March 6, 2020
If you're an online retailer, congratulations are in order. Online holiday sales grew 18.8 percent in 2019 compared with 2018, according to Mastercard. Armed with new systems and processes -- as well as lessons from the past -- etailers were able to fulfill more orders than in previous years. E-commerce business leaders are already thinking ahead to the 2020 holiday season.
4 Customer Service AI Applications That Work Today
March 2, 2020
The concept of AI improving emotional intelligence might sound like a paradox. A coded algorithm is not the most natural supplement to human empathy. Yet CX leaders understand that AI-powered technologies can transform the way businesses understand core audiences. Customer service agents benefit from real-time and historical sentiment analysis that takes the guesswork out of reading emotions.
The Architectural Imperative for AI-Powered E-Commerce
February 25, 2020
We've been promised, repeatedly, that AI would revolutionize e-commerce. Think about it for a moment. Has it lived up to expectations for you? If not, the problem may lie not in the technology you've deployed on your site, but in the architecture and data that support it. The effectiveness of AI-powered features ultimately depends on a high level of discipline about data and architecture.
2020: The Year for Custom CX and Privacy
February 24, 2020
With the introduction of the CCPA this year and GDPR in 2018, the age of data privacy has begun, bringing the opportunity for businesses to harness it to gain competitive advantage. There are both challenges and opportunities for those that aim to deliver superior CX while adhering to data privacy regulations. Data privacy protection concerns are driving new regulations around the world.
Microsoft Injects New AI Features Into Dynamics 365
February 20, 2020
Microsoft has unveiled several new AI capabilities across Dynamics 365 applications and a new solution to help project-centric services organizations transform their operations. The AI enhancements include first- and third-party data connections in Dynamics 365 Customer Insights, Microsoft's customer data platform. The company also unveiled new manual and predictive forecasting capabilities.
6 Simple Steps to Improve Your B2B Customer Retention
January 21, 2020
The business-to-business buyer's journey is often difficult and long. The typical buying group for a complex B2B solution involves six to 10 decision makers, each of them bringing information they independently gathered to share with the group before making a decision. This information often opens the door for new suggestions, creating an even longer buying process.
Televerde's Michelle Cirocco: 'Invest in Disempowered Populations'
January 20, 2020
The prison workforce development program run by Televerde delivers significant economic and cultural value, concludes a study recently conducted at Arizona State University's Seidman Research Institute. Televerde trains and employs incarcerated women, and it offers many of them employment when they leave prison. Televerde CSRO Michelle Cirocco spoke about the study and about the long-term benefits of Televerde's program.
4 Keys to a Winning Amazon Marketing Strategy
December 30, 2019
Research indicates that 66 percent of online shoppers start their product searches on Amazon, and Amazon shoppers behave differently than buyers on other online platforms and at brick-and-mortar stores. Amazon has set up its listings so that it is simple to "window shop" and compare competitive products. A brand must make sure to position its products in a way that shows how it is different from competitors in the marketplace.
How to Create a Content Marketing Strategy That Actually Works
December 21, 2019
Today's consumers live in a digital world, which means they can retrieve all the information they desire at the touch of a button, putting them in control. Added to this, they have become immune to traditional outbound marketing methods -- such as billboards and television advertisements -- and they expect brands and businesses to tailor their messages based on customers' individual preferences.
Paving the Way for the Next Generation of CX Services
December 16, 2019
In order to deliver superior customer experience, companies should combine human talent with technology, including much-needed digital expertise, to turn their current revenue and growth strategies into customer satisfaction. The companies that truly succeed engage their customers and strengthen their brands. Technology has changed consumer and business needs and expectations.
How to Take CPG Sales to the Next Level
December 10, 2019
Consumer packaged goods, or CPG, are the everyday items consumers use, such as food, beverages, clothes and household products. These products are ones that require regular replacement or replenishing. Due to the frequency of purchases and the low cost of switching brands, this market is extremely competitive. E-commerce is now a popular channel for purchasing these types of products.
The New Era of Account-Based Marketing
December 7, 2019
B2B marketing is evolving -- and it's not just the industry itself. Vendor marketing efforts with customers can and should evolve as well. When you see a vendor selected repeatedly, or it officially earns a designation as a preferred vendor, it's a sign of marketing evolution. Most B2B marketing efforts begin from a cold start. Either a vendor is new or it is entering a new market.
Dreamforce Points to New Disruption
December 4, 2019
There were more than 170,000 people at Dreamforce a couple of weeks ago, and many more watching from afar. Also, there were well over 2,000 sessions. Numerous announcements sprang from the big Salesforce event. Some announcements and sessions, like the Tim Cook fireside chat, stand out. Of the top six, I reckon that five were more about integration and working across vendor boundaries than CRM.
Why a Single Source of Truth Often Isn't
November 21, 2019
This week, Salesforce used its annual Dreamforce mega-show to make a host of announcements, ranging from contact center partnership with Amazon to a smart speaker tool for sales. For the most part, the keynote featured practical applications of Salesforce technology. Some Dreamforces focus on the highly aspirational; others focus on the ways to attain those aspirations. This year is the latter.
Keeping the 'Service' in SaaS
November 20, 2019
In today's highly competitive B2B software industry, it's not enough to staff a call center and sit back and wait for customers to reach out when they need you -- it's imperative that you take the initiative. When customers have so many solution vendors to choose from, service becomes a strategic differentiator to set your company apart from the crowd.
The Rise of D2C
November 18, 2019
Direct-to-consumer commerce, or D2C, is on the rise. Increasingly, consumers are expecting to interact directly with the companies that market and manufacture products. "Direct-to-consumer commerce has been enhanced by the explosion of the Internet. E-commerce provides a more convenient and frictionless buying experience," said Peter Edlund, chief solutions evangelist at DiCentral.
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How will the pandemic influence your holiday shopping habits this year?
I will shop online exclusively, for my own safety and to help limit the spread of the coronavirus.
I will do some shopping online, and some in-person because I want to support merchants in my area.
I will shop online definitely, and I will consider local retailers -- but only if they provide curbside service.
I will only shop in-person because the risks associated with e-commerce outweigh my chance of catching COVID-19.
I will not do any holiday shopping this year due to circumstances related to the pandemic.
Salesforce Industries Summit