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| What Is Customer Opinion Good For? |
Is it my imagination, or is marketing research and interest in customer views on anything of importance on the wane? The thought was triggered by Steve Jobs' initial response to reports that customers were having trouble with the antennae on Apple's iPhone 4, its latest "superproduct." It was reported that he commented that iPhone 4 users would have to learn not to hold the phone by its lower left-hand corner, precisely the way many of us seem to grasp it naturally. Apparently, the thinking is: Who needs customers' opinions or reactions when you can come with ideas and products like these?
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[Full Article]
Aug-14-2010 |
| 3 Trends that will Shape CRM Evolution in the Year to Come |
Many businesses are reluctant to take the social CRM leap without the ability to measure its impact on their revenues and ROI. This hesitancy is giving the analytics side of the equation a chance to catch up. It doesn't hurt that some of the significant voices in the space are strongly advocating the development of a coherent approach to analyzing social CRM data as part of your initial social CRM strategy.
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[Full Article]
Aug-14-2010 |
| Doctoring the Customer Experience |
There's movement toward a new customer service norm even in the hallowed halls of finance. Hey, come sit a spell, bring your dog, have a specialty coffee -- or a hot dog on us -- get comfy, use our computers and yes, spend, spend, spend! It's CEM -- a process wherein businesses intently study the entire customer experience from start to finish and over every channel.
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[Full Article]
Aug-14-2010 |
| How to Improve Your CRM Lead Tracking |
In almost any CRM system, there's a field in the leads object that indicates the source of the lead. In most systems, that lead source field is carried along as the lead is converted to a contact and an opportunity. Clean -- simple -- and wrong. The reason? People and businesses don't buy because of one ad, or one Web site view, or one whitepaper.
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[Full Article]
Aug-14-2010 |
| Brand Building, Beyond Marketing |
Consumers are becoming more suspicious of traditional branding, and many enlightened organizations are moving branding away from communications and toward strategy, culture, and wider stakeholder involvement. These organizations understand that brand building is a participative process involving the whole organization and is the responsibility of all employees. Following their examples, here are five steps to regain consumers' trust.
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[Full Article]
Aug-14-2010 |
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