Social CRM: How best to manage the sales process

Social media, however, can be used for more than just brand awareness. The emerging trend of social CRM has forward-thinking marketers using the likes of Twitter and Facebook as a sales lead generation tool.

CMOs embracing the cloud: The new frontier of customer experience

With the rise of social media and digital marketing, CMOs are turning to cloud technologies with agile and cost effective CRM systems that enhance customer satisfaction, automate processes and lower time to market. This shift has seen CMOs having a greater say on how the IT budget is spent, and Gartner has predicted that by 2017 the CMO will spend more on IT than the CIO.

National Customer Service Week: What are the main barriers to providing great customer service?

This week, National Customer Service Week, presents an opportunity for customer service teams to showcase the people, systems and processes that come together to provide a seamless customer journey. The week is also an opportunity to reflect on why some companies are lagging behind, and the hurdles they need to overcome to transform negative customer experiences into positive ones, build their Net Promoter Scores and turn concerned customers into brand advocates.

Financial services brands see upturn in customer experience, report shows

Financial services companies are improving their customer experience while supermarkets are suffering a brand identity crisis, according to the latest research from Nunwood. The yearly Customer Experience Excellence report sees several success stories in the financial space, with First Direct taking top spot, from third last year, and Nationwide, Skipton and M&S Bank all making the top 20.

Apple retains top spot in Interbrand global brands report

Apple has been ranked the top global brand for the second year running, according to a report from Interbrand. The top five brands remains unchanged from the year before, indicating an entrenched ecosystem. Google and Coca-Cola took the silver and bronze medals respectively, while IBM and Microsoft rounded off the top five.

Seeing your ad get blocked? Blame Google, report argues

A report released by Adobe and PageFair has revealed that the use of adblocking software is accelerating rapidly, with some demographics more likely than others to nix the rogue adverts. 2013 saw the number of users who use ad blocker software more than double globally, from 54 million to 121 million. As of June this year, the number stands at approximately 144 million.

Bye bye Ebuzzing: Ebuzzing & Teads group revamps to Teads

Video advertising group Ebuzzing & Teads has rebranded to Teads, in a strategic move towards programmatic advertising. The two firms merged earlier this year, combining Ebuzzing’s video advertising solutions with Teads’ video ad management side supply platform (SSP).