The importance of omnichannel marketing in bridging the 'isthmus'

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The brand and the consumer sit on either side of the 'isthmus of marketing'. This separation between the two can seem like a wide barrier or a narrow, slim, space.

It keeps the brand from reaching the consumer and the consumer from reaching the brand, and keeps them both from joining forces and both benefiting from the convergence of their needs and desires.

Brands need to build a marketing canal across the 'isthmus' to allow consumers to select the lane or lanes that best fit their needs...

By Thaddeus Kubis, 16 August 2016, 0 comments. Categories: Content Marketing, CRM.

How to use customer loyalty to improve CRM

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Fred Reicheld, who invented the net promoter score (NPS), describes it as “the one number you need to grow.” He’s not entirely wrong.

NPS can provide you with a window into your key relationships and a clear idea of how happy your customers are.  

But the process of building relationships, cultivating loyalty, and turning buyers into true promoters is multi-faceted. So, to get the most out of NPS, you need consider how it fits into your wider CRM strategy.

Wider...

By Peter Linas, 16 August 2016, 0 comments. Categories: CRM, Customer Experience.

Marketing cloud giants join forces as Oracle snaps up NetSuite

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Marketing cloud giant Oracle has announced that it will acquire NetSuite for $9.3bn. 

It's entered into a definitive agreement which is set to close this year, and the sale is worth about $109.00 per share in cash.

Both NetSuite and Oracle are big players in the cloud marketing landscape. Oracle has an entire cloud-based marketing package that focuses on automation and analytics and NetSuite has a strong marketing automation portfolio which includes an integrated CRM.

The...

By Rachael Power, 28 July 2016, 0 comments. Categories: Automation, CRM.

What's next for nextgen marketing and martech?

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Both at my own company and elsewhere I’m increasingly hearing the expression next generation (or ‘nextgen’) being used in reference to marketing technology. 

This has got me thinking about what it actually means, and who gets to decide whether a new software product or release qualifies being defined as part of the next generation?

In human terms, each generation of children replace their parents, who in turn replace the grandparents’ generation.

However,...

By Ian Fremaux, 26 July 2016, 0 comments. Categories: Automation, CRM, Data-driven marketing.

How improved data quality management helped Comic Relief boost fundraising campaigns

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The charity sector has been undergoing a public trust crisis in the past few years, with direct fund raising techniques part of the concern. According to the latest figures from the Charity Commission, trust in charities is at its lowest point since the Commission started asking about it back in 2005, with public trust dropping to 5.7 out of 10, down from 6.7 this time last year.

As anyone involved in direct marketing of any description will know, data is the bedrock of a...

By Joe Galsworthy, 22 July 2016, 1 comment. Categories: Big Data, CRM.

Why you should use LinkedIn as a CRM component

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There are so many social platforms today that facilitate varying levels of professional networking opportunities, so a question I’m often asked is: why should an organisation invest in a CRM system? This issue again came to the fore recently when Microsoft announced the acquisition of LinkedIn.

Unquestionably, there are many who see the value in using LinkedIn to expand their networks and connect with people. Then there are those who don’t use LinkedIn at all.  At the...

By Dave Harris, 14 July 2016, 0 comments. Categories: CRM, Data-driven marketing.

CRM talent: How to define your job role

Digital disruption is profoundly changing marketing roles. The birth of the digitally empowered consumer has turned the tables on traditional business-consumer relationships, resulting in the constantly increasing influence of customer satisfaction on business growth.

Maintaining customers’ loyalty has turned into a digital battle, fought with the weapons of predictive analytics, data-mining, creativity and innovation. Leading the troops are the Directors of CRM.

Director of CRM is a relatively new...

By Pini Yakuel, 08 July 2016, 0 comments. Categories: CRM, Customer Experience.

Heathrow Airport launches marketing on Chinese platforms WeChat and Weibo

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We write a lot about being where your customers are here at MarketingTech, and it seems Heathrow Airport’s marketing department is now doing exactly that.

With a record number of Chinese visitors to the UK in 2015 and rising (nearly 270,000, up 45% on the previous year), the airport’s launched on Chinese messaging apps WeChat and Sina Weibo.

It’s also hired a Chinese digital marketing agency, Qumin, to launch...

By Rachael Power, 06 July 2016, 0 comments. Categories: CRM, Social Media Marketing.

How can we keep tabs on the growing martech toolkit?

A digital marketer is spoiled for choice if they’re in the market for tools - and let’s be honest, who isn’t?

It’s fair to say that we’re almost driven to distraction in the search world for the right tool for the right job. Every paradigm shift needs a new tool, every new platform opens up a fresh opportunity and there are additional workflows which can be shortened or optimised.

Spending on marketing technologies within in-house marketing teams or...

By Chris Green, 28 June 2016, 0 comments. Categories: Best Practice, CRM.

The third wave of CRM: How human is your technology?

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Technology is increasingly designed to meet human requirements. We have moved into an age in which the Internet of Things (IoT) is enabling us to better connect our digital and physical worlds; many devices now have the ability to understand and respond to our needs by - dare we say it - thinking.

Technology developers of all kinds, from car manufacturers to software designers, are increasingly recognising the need to integrate their tools with real human behaviours in order to...

By Peter Linas, 24 June 2016, 1 comment. Categories: CRM.

CMOs are gearing up to change their digital platforms

The majority of CMOs plan to invest in their digital platforms over the next year, according to new research.

While this may not come as an all-out shock to those in the marketing industry, it's very good news for digital vendors - as a further 20% of CMOs said they want to invest straight away. 

Wordpress hosting provider WP Engine recently quizzed senior marketing decision makers on their pressure points and strategy around digital platforms for the...

By Rachael Power, 02 June 2016, 1 comment. Categories: CRM, Publishing.

How to become a more agile marketer

Bob Dylan once sang “the times, they are a changin'"; and while he might not have been thinking about marketers when he wrote the song, the sentiment is apt.

When it comes to campaigns, marketers used to plan, execute, analyse then adjust; but that leisurely place won’t cut it today. Consumers expect immediacy and because of this, so do businesses themselves. If you’re taking time to think, you’re already too late.

Agility is crucial

Planning, analysis and execution have to be carried...

By Mark Armstrong, 01 June 2016, 0 comments. Categories: CRM.

Adobe EMEA Summit: Using deeper data key to solving content velocity issue

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Day two of Adobe’s Summit, or so we were told by vendors, was a tamer affair in terms of footfall. The previous night, an area of London’s ExCel Arena was transformed into a ‘super club’ with Django Django taking the stage and delegates enjoying complimentary refreshments.

But, it seemed nothing like tame to me.

Split over two levels, the hall was teeming with Adobe staff, vendors and delegates alike; all taking in the peppy, upbeat...

By Rachael Power, 12 May 2016, 0 comments. Categories: CRM, Data-driven marketing, Programmatic.

Digital agencies aim to increase martech spend

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Nothing ever stands still in the tech landscape, but marketing tech is seeing some disruption of late, particularly on the agency front.

According to a new report, the "vast majority" of agencies are planning to spend on new software, hardware and staff over the coming year to meet with challenges from clients and new solutions.

Over 300 senior...

By Rachael Power, 04 May 2016, 0 comments. Categories: CRM.

Marketing moving ahead of IT in software spend decision making

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It used to be the domain of the IT manager, but new research suggests that two thirds of marketing managers are now making the call on purchasing new marketing software.

The study, by digital transformation business Squiz, seems to show that both marketing manager and IT manager agree that the shift in decision making has needed to happen with only 45% saying that they believed that such a purchase decision lay with the IT manager.

When it comes to where marketers are investing, the...

By Liz Morrell, 14 March 2016, 0 comments. Categories: Automation, Best Practice, CRM, Customer Experience.

How better management of digital assets is key for marketers in 2016

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For marketers managing their digital marketing assets is no easy task. Storage and distribution are key and yet can cause some of the biggest pain points, according to a new survey released this week by North Plains.

With a survey base of whom just under half were in the financial services sector the study showed that nearly three quarters of respondents (70%) cited digital asset management (DAM) as extremely or very important.

Half of those surveyed were researching DAM systems; a third...

By Liz Morrell, 21 January 2016, 0 comments. Categories: CRM, Data-driven marketing.

How do you ensure you create a killer social brand?

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Brands know that social plays a critical role in their marketing efforts – but are they doing enough to create a killer social brand? The latest rankings suggest that traditional brands at least have some catching up to do on their technology focused peers. The Lithium Social Power Ranking lists the top 50 global brands that use digital strategies to connect, build trust and create the ultimate customer experience and have Microsoft, Amazon, MTV, Facebook and Google in the top five...

By Liz Morrell, 03 November 2015, 0 comments. Categories: Branding, CRM, Social Media Marketing.

SAP claims to reinvent CRM with new product portfolio launch

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SAP has this week announced plans to unveil a new portfolio of SAP hybris tools that it claims will help businesses transform their customer relationships through simpler and yet more detailed connectivity to the customer.

The first of the trio of new products, SAP hybris Profile Solution, will the company claims, allow all customer interactions, contexts and behaviours to be captured to then create a continually evolving and dynamic profile of the customer that will allow businesses to...

By Liz Morrell, 15 September 2015, 0 comments. Categories: Advertising, CRM, Customer Experience, Data-driven marketing, Marketing Cloud.

The CMO and chief marketing technologist: A match made in data heaven?

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As marketing becomes ever-more data-driven, the need for technology-savvy CMOs and heads of marketing is increasingly apparent. It's not a new concern: back in 2012, Gartner said that in five years, the CMO would spend more on IT than the CIO.

Three years hence, the figures may not be bang on, but the trend certainly is. Here's another, more recent Gartner finding. 81% of large organisations - those who make more than $500m in revenue each year - hire 'chief marketing technologists'...

By James Bourne, 01 June 2015, 0 comments. Categories: CRM, Data-driven marketing, Data Science, Personalised Marketing.

Salesforce aims to take personalisation to the next level with Predictive Decisions

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Cloudy software provider Salesforce has released Salesforce Marketing Cloud Predictive Decisions, a feature set which aims to fuse marketing and CRM data with contextual data and predictive intelligence to increase conversions and engagement.

The move follows a piece of research conducted by Forrester Consulting on behalf of Salesforce in August, whereby 42% of respondents admitted they had difficulty analysing data from all customer interactions.

Salesforce says marketers will be...

By James Bourne, 05 March 2015, 0 comments. Categories: CRM, Customer Experience, Personalised Marketing.