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The Four Essential Best Practices to Improve Valuable Customer Relationships
Four Ways to Improve Customer Relationships The founder of modern business management, Peter Drucker, observed that leaders rarely say “I.” The best leaders say “we.” It sounds like old news, but...
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OneAmerica’s Transformation: Great Customer Experiences Start with Great...
Great Customer Experiences Start with Great Customer Data *Original article was posted on www.computerworld.com Customers today are looking for great experiences when they interact with companies. This...
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Answering the Question: Why Did This Customer Buy?
* Original article was posted on cmswire.com CMOs and marketing leaders struggle daily to answer the questions, “Why did this customer buy? What specific events and interactions led to a conversion?”...
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Consumer Relevance is The Key to Customer Experience
Consumer Relevance is The Key to Customer Experience According to IDC Worldwide Retail Predictions, CIOs will make omni-channel integration technology a top investment priority this year. They will do...
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Avoid These 3 Bad Contact Data Pitfalls
Contact Data Pitfalls It’s officially that time again – time for politics to take over lunch room conversations and water cooler talk in the US. On August 6th was the first official GOP debate, which...
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How Can You Deliver Great Customer Experiences with Bad Customer Data in CRM?
Great customer experiences start with great data about customer preferences that can be securely managed and shared When my friend stayed at a Hyatt Hotel, he told them he was allergic to down and...
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Two Big Initiatives to Finish 2015 Strong
Two Big Initiatives to Finish 2015 Strong I love the annual planning process. Does anyone other than me ever say that? I love to outline initiatives that I want to tackle in the year to come. It’s a...
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Better Data equals Better Relationships
Better Data equals Better Relationships Two weeks ago I attended Dreamforce for the second year in a row. I find the event amazing and love the opportunity to see old colleagues, meet up with partners,...
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Bad Customer Data Will Sabotage Your CRM Initiative
Bad Customer Data Will Sabotage Your CRM Initiative Originally posted on cmswire.com Imagine this: you’ve just completed a difficult migration from several legacy CRM systems to a modern, cloud-based...
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Technology and Process are Commodities; Data Differentiates
Raman Murali , Hamilton Faris, Monique Hesseling and Naveen Sharma from Cognizant talk about the importance of strategically managing and sharing data “Technology and processes are commoditized,...
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3 Musts for Great Customer Service
Are you making new friends? Christopher Mims of the Wall Street Journal said last week that “the measure of good customer service is straight forward: At the end of it, you want people to like you”...
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Filling in the Unknown: A Case for Data Enrichment
Data Enrichment Earlier in my career, I was employed to conduct market analysis. My role was to understand market share, identify where we had strengths over the competition, and to document...
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Are You Ready To Do Personalized Marketing?
This article was originally posted on cmswire.com A few years ago, I was responsible for global marketing campaigns and was really excited about the power of personalized marketing. My head of...
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Start Here: Your Guide to Competing on Great Customer Experiences
To me, there’s nothing more personal and emotional than air travel. Think about your last flight disruption. Who hasn’t been on a delayed flight with a tight connection. This happened to me where the...
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The Holy Grail of EA – Agile Planning
The Holy Grail of EA – Agile PlanningOne of the “holy grails” in Enterprise Architecture is to remain flexible and agile in the face of constant change. To do that you need the ability to connect the...
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LovEconomics 2016 – Digital by Heart
Did you know that there were 3X as many searches for “gifts for boyfriend” than “gifts for girlfriend” in February 2015, due to Google? In the past I blogged about LovEconomics on what people spend for...
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Transforming How An E-Commerce Professional Works: Why Accurate Product...
Elbert Hubbart once said, “The line between failure and success is so fine that we are often on the line and do not know it.” Today’s E-commerce Professional constantly walks that line, finding that...
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How Personal is your Personalization?
If you’re like me, your personal email inbox looks like a twitter feed. As marketers, we should be concerned. It’s a lot of noise. Email inboxes shouldn’t look that way. They should be full of relevant...
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April Fools: Bad Contact Data is No Joke
Bad Contact Data is No JokeSo here we are. April Fool’s Day! One of those non-official, yet fun, “holidays” that we all enjoyed growing up. Perhaps you were the child that rigged the faucet to spray...
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How to Succeed with your Customer Experience Initiatives
Customer experience is the new currency of business competition, and proof of this is easy to find. The companies favored today by your friends, family, and colleagues—and no doubt, yourself—confirm a...
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