Customer experience: Strategy vs reaction

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Despite the increased competition caused by global commerce and social media empowering the regular consumer, chief marketing officers (CMO’s) are not doing enough for customer experience.

Findings from Gartner for senior marketing executive community The CMO Club alluded to such as only 3% of the 105 respondents said that their business’ customer experience strategy was where they wanted it to be.

Customer experience was on the agenda for most CMOs, with 90%...

By Simon Holland, 13 January 2015, 0 comments. Categories: CRM, Customer Experience.

The evolution of email and CRM in 2014

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There were many big changes in 2014 in the world of marketing technology, however the change that really stands out for me was the bold and high profile acquisitions of specialist email businesses made by some of the biggest players in CRM.

Oracle bought Responsys, while IBM snapped up Silverpop. Meanwhile, Campaign Monitor raised a hefty $250,000. This is evidence, were it needed, that 2014 was another big year for email.

The big CRM providers are not only realising the need for...

By Dela Quist, 12 December 2014, 1 comment. Categories: CRM, Customer Experience, Email marketing.

Less talk and more action when integrating Marketing with IT, says study

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We have heard about the need for interdepartmental collaboration, but a new 2014 report from Forrester CMOs And CIOs Must Turn Collaboration Into Action published this month points out that there needs to be less talking and more action. 

The report follows this year’s annual survey by Forrester and Forbes Insights of 308 marketing and tech management leaders to understand how CMOs and CIOS are collaborating across four core dimensions: people, process, technology, and...

By Liz Morrell, 26 November 2014, 0 comments. Categories: Big Data, CRM, Customer Experience, Data-driven marketing, Data Science.

Customer loyalty: Why you should focus on the people

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Despite years of marketing research and advanced analytical solutions, the key focus needs to remain on people when examining issues of customer loyalty. Designing customer-loyalty solutions without a strong emphasis on the human aspects of your client relationships is probably misguided.

Why strengthen customer loyalty?

Marketers have a clear understanding of the rationale behind brands seeking to increase their clientele’s loyalty; it results in increased brand equity and allows firms to...

By Warren Smith, 25 November 2014, 0 comments. Categories: Commerce, CRM, Customer Experience, E-Commerce, Personalised Marketing.

Apple mobile device targeting leads wave of updates to Adobe Marketing Cloud

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Adobe has rolled out support for iBeacon in the latest batch of updates to its Adobe Marketing Cloud product, making it possible for marketers to target content using the location of shoppers.

Media can now be sent across a number of channels to consumers, with marketers being able to deliver a promotional message through a retailer’s app when a shopper is in a specific store.

Using Marketing Cloud, marketers are able to follow the previous action up with an email campaign...

Salesforce wants to break down the barriers between marketing, sales and customer service

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Customer relationship management (CRM) company Salesforce has taken the wraps off its latest edition of Social Studio.

While being primarily targeted at the burgeoning content marketing industry adding features that mean you might never need to use Twitter or Facebook’s interface again, Salesforce’s updated utility excels at enabling departments to collaborate on social engagement.

With Social Studio, marketers can use the software’s new social listening engine to...

Social CRM: How best to manage the sales process

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Businesses that master the art of a successful social media strategy enjoy a number of benefits. Social media networks provide the opportunity to get to know your customer, start a conversation and elevate your brand in an influential sphere driven by consumers who know what they want.

For digital agencies, and indeed even marketing departments, determining the actual return on investment for the time...

By Gavin Hammar, 17 October 2014, 0 comments. Categories: CRM, Social Media Marketing.

Salesforce announces CRM deal with Omnicom, utilises marketing cloud

Marketing comms provider Omnicom has sealed a deal with cloudy CRM provider Salesforce.com to give Omnicom’s agencies more personalised communications through the ExactTarget Marketing Cloud.

The partnership means companies can ‘connect the dots’ between marketing, sales, communities and customer service, leveraging data from a variety of sources and devices.

“As marketers, you need to be wherever your customers touch your brand,” said Lynn Vojvodich, executive vice president and...

By James Bourne, 23 September 2014, 0 comments. Categories: Advertising Technology, CRM, Marketing Cloud, Publishing.

Why marketing automation is the next phase of CRM

CRM software has been around for 20 years. It has been used to manage customer records and details of communication. Managing prospects has been a key part of the software, and the CRM has been the biggest assistance to the sales cycle. CRM systems like Microsoft’s CRM help companies determine which customers are prospect, and which need more persuading.

Marketing automation has seen the fastest growth of any CRM related segment in the last five years. Marketing administration and tasks are more...

By Tina Chohan, 14 August 2014, 0 comments. Categories: Automation, CRM.