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, Personalisation.

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...

By Simon Holland, 19 November 2014, 0 comments. Categories: Content Marketing, CRM, Customer Experience, Marketing Cloud, Social Media.

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.

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, Selling.

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.

The CRM evolution and the culture of immediacy

The era of mobility is causing a seismic shift in customer expectations. In the past five years, we’ve seen an explosion in mobile technologies and our thirst for tablets and smartphones isn’t showing any signs of slowing down. IDC has predicted that sales of each will grow by 18% and 12% respectively this year alone. On top of this, wearable technologies, such as Google Glass and smartwatches

By Henning Ogberg, 28 April 2014, 0 comments. Categories: Campaigns, CRM.

Emailvision is dead, long live SmartFocus: Cloud marketer changes brand name

Emailvision, the cloud-based marketing platform and CRM provider, is now SmartFocus after the company changed its name effective this morning.

“Our new site reflects our new identity and helps our customers and prospects understand how we can help them deliver real-time personalized marketing to all of their customers,” the revamped company website explains.

Why the change? Put simply, the previous name didn’t offer enough insight into what the company was doing.

Brad Wilson,...

How marketing can leverage customer intelligence

Do you know your net promoter score? Most organisations do, and most organisations promote NPS as one of their key metrics. What most organisations fail to do is take NPS that step further and use the intelligence the NPS survey brings to drive business growth.

Over and over again, I've seen businesses simply look at the top line: "what's our score?" is the question and "how can we improve it?" At this point, it's the responsibility of the marketing team to lead a deep-dive of the NPS data to uncover...

By Gareth Cartman, 18 October 2012, 0 comments. Categories: CRM, Strategy.