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ECommerceTimes.com
Logical CX Now Vital to Retail Brand Building
September 14, 2021
A pair of recent studies highlight changing shopper attitudes as the pandemic continues its stranglehold on the supply chain for most industries. Two clear-cut consumer trends have surfaced: online shoppers want more self-service options and an overall more-efficient shopping experience.
Making Sales Safe for Process
September 2, 2021
A sales process is a set of protocols that an organization uses to conduct selling. One's process needs not be complex, many organizations settle on processes that have around seven steps. But a sales process that everyone in the organization adheres to is fundamental to that organization's success. The reasons are not complicated.
The Endless Possibilities of Robotic Process Automation
August 20, 2021
With more amounts of data to manage, organize, and make sense of, robotic processes are becoming increasingly valuable to businesses seeking to save time and be more efficient. Not everything needs to be done by a human, especially when the tasks are repeated and predictable. It's here that RPA comes into play and has become an important component to businesses operations and serving customers.
Sales Cycles and the Slacking of Salesforce
August 10, 2021
With the recent completion of the Slack acquisition, Salesforce can look forward to improving the quality of the customer-facing business processes that it supports with more and better collaboration. However, the presence of Slack may now highlight the reality that while vendors operate at the speed of technology, buyers conduct more staid and contemplative buying processes.
How Natural Language Understanding Smartens Customer Interactions
August 3, 2021
Tapping into natural language understanding technology as part of an overall approach to managing customer relations improves the experience that businesses provide to their customers. Brands already implement a variety of solutions to gain data and insights from customer interactions. Still, many companies struggle to catch trends or potential problems due to disparate data.
Marketers Need New Strategies To Parry Cookieless Advertising
July 29, 2021
The impending loss of third-party digital cookies will soon force the e-commerce advertising industry to shift its strategies fast. These developments are issuing a real blow to advertisers seeking to leverage third-party data. At issue now is how brands will regroup from these substantial changes to online advertising.
Better CX Through Customer Journey Management
July 15, 2021
The need for better customer journeys is a challenging goal. Overcoming operational challenges to become more agile in meeting customer needs -- and raising the maturity of the customer experience team -- will be critical to staying competitive in this ever-changing business environment, advised Bloomfire CEO Mark Hammer.
Customer Data Platform: Build It or Buy It?
July 8, 2021
The build-versus-buy decision is an important one. Companies have been making similar choices about their technology stacks for decades. When it comes to customer data platforms, however, some organizations are rushing to make a determination. There are some important questions to ask before making a build-or-buy choice. Let's take a look at the factors involved.
Creating Paths of Engagement for Effective E-Commerce Journeys
July 6, 2021
From an initial expression of interest, to a purchase, to receiving ongoing support and ultimately buying again, customers take a variety of journeys as they interact with brands. The more a company considers and plans for the paths its customers will follow, the more likely it is that the business will be able to design effective journeys for those customers.
CRM's Virtuous Circle
July 6, 2021
First, cloud-based CRM democratized business information, then it erased the distance between customers and vendors. Now it is poised to expand into other areas with similar democratizing opportunities. I am speaking about how we work -- at least those of us in the knowledge economy -- but there's a good chance that CRM's reach will also influence the economy of essential workers too.
Salesforce Season
June 28, 2021
There may be two Salesforce seasons in a year -- the one we're finishing and one that happens just before Dreamforce. Roughly speaking, these seasons happen when the company disgorges a raft of new technologies both to update existing products and to bring forth new ones. This season covers a lot of ground; everything from sustainability to workforce management and vertical industry CRM solutions.
B2C Marketers Plan To Double the Volume of Digital Messages
June 24, 2021
The post-pandemic era is bringing many changes to how the marketing industry interacts with messaging strategies and how marketers work. Chief among these changes is the technology they use and the frequency with which they visit company offices. But one essential industry staple is not changing. This element is the extent to which B2C marketers rely on digital messaging to engage customers and prospects.
What Post-Pandemic Recovery Means to Sales Pros
June 9, 2021
The economic implications of Covid-19 have been devastating for many sectors and individuals. As we head into the summer of 2021 anticipating that most places in the U.S. will be fully open for business, many industries are looking at what the post-Covid recovery will mean for them. For sales professionals, the comeback might certainly bring a windfall but also presents challenges.
Coupon and Discount Advice to Encourage Online Sales
June 8, 2021
Everyone loves a deal, and e-commerce shoppers are no different. Coupons, discounts, and other offers can draw in new customers and build loyalty with existing ones. In fact, according to recent survey by Vericast, 83 percent of consumers bought at least one item in the last six months -- and 62 percent shopped with a brand for the first time -- because of a coupon or discount.
Grinding Data Into Information
June 8, 2021
A lot of time and treasure has already been spent on "going digital" with no clear understanding of what that should mean. But going digital should, at least in part, mean taking full responsibility for turning a business' mountain of customer data into usable information that advances the company mission.
How to Build a CX Business Case for Your CFO
May 25, 2021
Across all businesses, the entire C-suite leadership team is looking to validate an experience management program by asking one question: what is the financial impact of my CX investment? Making a business case to the financial leaders of your company means that you have to be prepared to answer any value-based questions they might throw your way.
Many CEOs Skeptical of Social Media Marketing
May 4, 2021
A survey of more than 200 CEOs maintains that poor digital marketing practices and meaningless metrics are "putting the board to sleep." According to the study, 62 percent of the CEOs believe that too much of marketing budgets is wasted on activities that don't deliver meaningful results, while nearly as many -- 60 percent -- think that the marketing potential of social media has been exaggerated.
Three-Part Evolution
April 30, 2021
I've been writing about the importance of platform as a tool and as a strategy for a while -- and not only with regard to Salesforce. I'd say most CRM vendors have a platform story; others like Oracle and Zoho come up as examples all the time. The difference with Salesforce is that it's looking beyond the platform to what it does, not only for its customers but also for the company's own positioning.
How to Avoid the Cost of Churn With Better Customer Experiences
April 27, 2021
Customer churn is costing mid-market companies an average of $5.5 million per year. Retailers need to avoid the expensive mistakes that result in such disastrous churn. This presents a clamorous alarm to marketers. One solution to this costly predicament is to get sales teams to work effectively, and consistently, in CRM platforms.
Need More From Your Digital Ad Spend? Adopt Contextual Alignment
April 21, 2021
Many digital marketers spend too much on targeting an already loyal customer base rather than tapping into new streams. Dr. Jorge Barraza, professor of applied psychology at the University of Southern California, has a plan to help advertisers reach consumers that would not normally buy their products, by using the principle of contextual alignment.
Newslettering vs. Blogging
April 16, 2021
Newsletters have become popular over the last few years; and especially over the past year during you-know-what when in-person meetings were taboo. Many companies are trying to figure out how to best leverage them, and new software platforms make it increasingly easy to produce one or more. What interests me about the newsletter format is how blog-like it is.
Sophisticated CRM Now at the Core of Customer Success
April 1, 2021
With most workers continuing to work remotely, CRM has become an important tool for managing relationship risk. Financial firms have to deal with market and operational risk, consumer retailers have to focus on supply chain risk, and all companies have to keep an eye on economic risk. Relationship risk is no different, and the role of the CRM is right at the center.
AI, ML Not Yet a Plug-and-Play Proposition for Marketers: Study
March 24, 2021
Personalization and automation, two of the hottest buzzwords in the lexicon of CRM practitioners, are all the rage for marketers these days. But only 14 percent of organizations are using artificial intelligence or machine language to automate their marketing campaigns. A survey by Rackspace Technology reveals that the majority of organizations worldwide lack the internal resources to support these high-powered CRM initiatives.
The Role of Marketing Attribution in the New Age of E-Commerce
March 24, 2021
When it comes to marketing strategies, nothing is more important than analyzing and measuring the actual effectiveness, influence, and ROI of every campaign. Understanding the contribution of every channel and the customer conversion process enables marketers to adapt and adjust accordingly. Let's discuss what marketing attribution is; and how it can help e-commerce companies grow their businesses.
Implementing Iterative ROI
March 22, 2021
In the old days you could identify weak spots in your business and purchase software systems designed to eliminate or at least to significantly reduce those liabilities. Performing an ROI analysis usually consisted of two parts: a before study to determine the business' steady state; and a post implementation analysis to determine improvement. Good as that sounds, such studies left out a lot.
The CRM Systems Training Issue
March 15, 2021
As the CRM solution set continues to grow, it's likely that training systems will be increasingly important. That growth has the effect of converging vendor functionality at roughly the same place, making tertiary product attributes like training systems important differentiators. Taking this into account, the next big thing in CRM might not be a new customer-facing app -- but one that faces employees.
The Three C's of Optimizing CRM Data
March 12, 2021
Monitoring and maintaining your data is an ongoing, strategic process. By educating your CRM users -- and making their data entry process as easy as possible -- you can ensure that better-quality data will be entering the system. Here's how you can give your company a true advantage -- and empower everyone who relies on your CRM's data.
Mirror Image Solutions
March 8, 2021
Two CRM vendors made news recently. Zoho had an analyst conference that reminded us that many businesses don't benefit enough from verticalized suites; and Microsoft introduced several vertical industry systems, including one for nonprofits. One could say that Zoho and Microsoft displayed mirror image solutions in some ways. Let's take closer look.
Get Your CRM Ready for Some Good News
March 1, 2021
There is budding optimism about the future. COVID-19 cases and deaths are in decline, financial indicators are decent and trending up, and forecasters are predicting a booming economy. This involves a lot of buying and selling at both the business-to-business and business-to-consumer ends of the spectrum. So now might be a very good time to take inventory on plant, equipment and employees through the lens of CRM.
Shifting Shopping Trends Push Retailers to Rethink Marketing
February 25, 2021
Shopping trends are expanding as the pandemic's effect on e-commerce continues, forcing retailers to adapt their marketing strategies to meet new consumer expectations and demands, according to a new report. Consumer adoption of digital shopping is driving increased use of user-generated content, new private labels, and access to product sampling.
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Should businesses and organizations require staff to provide proof of Covid-19 vaccination before physically coming to work?
Yes -- At this point it makes good sense and will help stop the spread of the virus.
No -- It sets a bad precedent against personal privacy and civil liberties.
I'm Not Sure -- There are valid arguments for and against vaccine requirements.
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