• MARKETINGTOOLS: CRM
    Forget About B2B And B2C - Technology Enables B2P (Business To People) Marketing
    As marketers, we have often thought of ourselves as either targeting businesses or consumers to buy our products and services. A whole range of books and an endless stream of blogs can tell us how to succeed using either of these schools of thought. We can look to some companies that are known for how well they seem to manage one or the other... but we'll miss the opportunities technology is giving us today.
  • MARKETINGTOOLS: CRM
    Risky Business: How Analytics Can Help Manage And Reduce Consumer Risk
    Over the last few years, more and more organizations have come to realize that interactions with customers-through the contact center, via social media and in retail stores-are becoming a significant area of potential risk that needs to be carefully managed.
  • MARKETINGTOOLS: CRM
    Sunken Cake - The Amy's Baking Company Recipe
    By now, you may have heard the story about the Scottsdale, Ariz., eatery called Amy's Baking Company, and the disastrous, cringe-worthy reaction the owners had to culinary "last-hope-to-succeed Gordon Ramsey of 'Kitchen Nightmares'." The owners' now-famous meltdown on camera, in the media and online is stuff of legend and is still making headlines. Going after your customers for citing their opinion is never a good thing, and feeding your "haters" is only going to multiply like ants; the more trash you put out there, the more that will show up.
  • MARKETINGTOOLS: CRM
    Great CRM Is A Matter Of Timing
    So let's say that you are a terrific email marketer. You have a responsive email list, you send out welcoming messages to new customers (maybe even a little transition marketing to make them feel really welcomed), and you get solid results on your targeted campaigns. Your e-marketing strategy is working-as far as it goes. But it could go farther.
  • MARKETINGTOOLS: CRM
    Chat Relationship Management
    Just as texting has become more common than placing a phone call, communicating via social media and through chat functions is slowly replacing email in many situations. In addition to using Facebook, Twitter and LinkedIn, tools like Podio, Yammer and Chatter are becoming more prevalent for business communication. So, why are chat capabilities and real-time communication so important for enterprises?