Somewhat surprisingly, to those who suspect that enterprises have more resources available than SMBs, Fortune 500 companies responded 1.4 times slower than smaller firms. The average response time for Fortune 500 companies was nearly 47 hours, while smaller firms responded within 34 hours on average...
Some years ago, Marc Benioff told me he was not interested in developing back office apps that would compete with SAP and Oracle in the ERP and finance market. Many people, myself included, looked askance at that idea and wondered out loud how the company would continue to grow because, hey, there's...
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.
Accuracy means getting the right answer. Precision is about getting the right answer time after time. In a CRM situation an algorithm that gets the right answer is accurate and nice (we got the deal!) but if the business process supported by CRM has a lot of returns or unhappy customers, it's not ve...
Verint has announced new capabilities within its workforce management solution that automate compliance with CDC guidelines to reduce the risk of COVID-19 infection as employees transition back to the workplace. New workflows automatically create a comprehensive schedule that includes traditional wo...
When entering into website development contracts, the more you know the more likely you will be able to avoid contract disasters that could prevent your website from launching on time or working properly. There are many stories about failed software development projects, not just in connection with ...
A pandemic, economic uncertainty and social distancing -- what a kerfuffle we are in right now. As marketing leaders, it's an incredibly difficult time to direct our teams. Everyone is struggling to navigate our current situation. Yet, while we're all figuring out how to juggle emotions, families, d...
CRMification is the process by which the culture absorbs CRM technology, processes and techniques to achieve some kind of new utility for getting things done better, faster and cheaper. Today we should add safer too. Another way to state it is that CRM is a disruptive innovation in the culture. The ...
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 we miss a lot
In contact tracing, Salesforce's core CRM technology is coming to the forefront. It has most of the big modules you might need to build a tracing app, a development facility for making customizations, and analytics to help identify patterns in the data
Google, Apple and MIT have made headlines with announcements of contact tracing mobile apps in the wings. Their purpose is to identify contacts of people who test positive for COVID-19 so appropriate actions can be taken to stem its spread. However, a Cambridge University professor threw some cold w...
With so many people working remotely, many businesses need extra ways to communicate with the rank and file, and this might present a prime opportunity to try new things. We make a big deal of engaging the customer, and in most CRM circles engagement outranks simple customer experience. Authorities ...
Edge conditions and the change they drive are fascinating. Some people use the word "margin" because it's at the margin that things change. A situation exists more or less in equilibrium with the rest of its environment until in one way or another the stresses become so great that change happens. We...
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. More importantly, improving your cus...
The coronavirus impact on business already is substantial, but I am wondering if it's time to count our blessings even as we remain vigilant. At this point the number of active cases in the U.S. is still small, relative to the population, though the bug has an annoying ability to do math in the form...
Daily
Several times a week
Occasionally
Never
I can't tell when apps use AI
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Customer Commerce Offers SMBs an E-Commerce Path to Better CX
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Hacker Nation: The World’s Third-Largest Economy
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Optimize Your Amazon Presence for Maximum Sales Success
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Mozilla Waves Red Flag Over Data Hungry Dating Apps
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Mobile Payment Industry Innovations Driving Online, In-Store Sales
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Copyleaks Study Finds Explosive Growth of AI Content on the Web
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Temu and Homary: Online Retailers That Are Generally a Good Value
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AI No Longer Curiosity for Retailers but Key to Better Business: Report
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The Future of Gen AI in Retail: Balancing Human Factors With Revenue Growth
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