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Will 2014 Be the Year Mobile CRM Goes Omni-Channel?
January 06, 2014
There was no end to the enterprise interest in mobile CRM in 2013. From apps to innovative text marketing campaigns to self-service tablet applications for B2B industries, companies were gleefully trying out new pilots and experimenting with new technologies. Why? Simply this: Computing has reached an inflection point. Desktops are just one vehicle offering access to the Internet.
The Emerging Real-Time Business Traveler Market Takes Flight
December 17, 2013
The Federal Communications Commission last week voted to reconsider the ban on mobile phone calls during airplane flights, unleashing a collective cry of angst from travelers not wishing to be forced to listen to the tedious conversations of neighboring passengers. The move suggests a new opportunity may open up for mobile marketers targeting business travelers in real time.
Email Marketing for the Holidays, Part 2: Crafting a Compelling Call to Action
December 10, 2013
There's no doubt email marketing has become nonnegotiable for retailers during the holiday season, and that's particularly true on the mobile side. Mobile emailed offers are also playing bit roles in other strategies, such as showrooming. Retailers have learned not to push against this trend but to fight back by targeting shoppers while they are actually in the store.
Email Marketing for the Holidays, Part 1: Making the Right Mobile Impression
December 03, 2013
Email marketing will be a key strategy in retailers' advertising playbooks this holiday season, but not just any email. Increasingly, it is becoming clear that more consumers are reading emails via their mobile devices -- in many cases, only that way. They are also using their mobile devices in stores for last-minute product research, and that includes the emailed offers from local merchants.
Keep Holiday Shoppers Happy, in 3 Easy Steps
November 21, 2013
This holiday season, everything from Nerf N-Strike Elite Hail-Fire Blasters to Doc McStuffins dolls and even diamond jewelry will be purchased via mobile devices to a greater extent than ever before. In fact, mobile shopping will surpass the growth of all other channels during the upcoming holiday season, eMarketer has predicted, as more and more consumers change they way they purchase gifts.
Tablets and CRM, Part 2: Revolution in the Making
November 19, 2013
GE Capital has an iPad app, based on Salesforce.com, that integrates geospatial data to let mobile sales reps know which customers need attention and where they are. It is a simple, yet impressive example of a company using tablets and CRM functionality to improve its internal productivity. While appreciating its capabilities, many companies would not put the necessary energy into developing it.
Tablets and CRM, Part 1: A Plus for Productivity
November 12, 2013
The CRM case for tablets is quite clear: Workers are more mobile than ever and need to be able to access their systems on the go. Ditto customers and the workers who service them while on the go. Tablets are more robust tools than smartphones and allow for even greater functionality. Somehow overlooked in this business case, though, is the productivity factor.
Harvest Customer Intelligence Through Smart Surveying
November 07, 2013
Satisfaction surveys can be much more than a yardstick to measure customer opinion or an extra channel for customer support. The optimal survey presents an opportunity to uncover important insights about your business process and drive real improvements in the organization. Before you can start reaping the customer intelligence benefits that result, however, you have to lay the right groundwork.
Mobile CRM Design, Part 2: Refining the M-Commerce Experience
November 05, 2013
Now that mobile app developers have the basics of user-friendly design down, we've moved into the m-commerce industrial age, according to Pradeep U.N., Symphony Teleca's vice president and global head of design and innovation. Specifically, the mobile app vendors and retailers that rely on this channel are now experimenting with more sophisticated tactics.
ZipRealty Brings CRM to Real Estate Agents on the Go
November 04, 2013
ZipRealty recently released a mobile CRM app that complements its custom-built Zap online CRM system. While the mobile version, dubbed "mobile Zap," has the same functionality as its online desktop counterpart, it was designed with an eye to accommodating real estate agents' on-the-go schedules, said Jamie Wilson, the company's senior vice president of technology.
Making Feedback Mobile
November 01, 2013
Businesses and consumers instinctively understand the importance of customer feedback. Customer engagement represents a potential source of continuous improvement and competitive advantage for businesses. Consumers want to be heard and shape the products and services that impact them. I believe the creation of a virtuous customer feedback loop may represent the greatest transformative opportunity in business today.
Mobile CRM Design, Part 1: Different Devices, Different Rules
October 29, 2013
Most mobile app developers today have the basics of e-commerce design down pat. Increasingly, they are now thinking about the psychology of the user and how that should be factored into a mobile site or app's design. That's where testing becomes essential. "The features and functionalities of smartphones are inherently different from those on tablet devices," said Maxymiser's Daniel Toubian.
In-App Processing: It's Not Just About the Money Anymore
October 15, 2013
In-application features have been all about revenue so far, but as the technology evolves and mobile becomes ever more entrenched in consumers' psyches, the in-app phenomenon will likely spread to other forms of customer outreach as well, including messaging. First, though, let's talk about the money. Some 43 percent of mobile gamers have made purchases via an in-app mechanism, according eMarketer.
Constant Contact Kicks It Up a Notch
October 14, 2013
Constant Contact has rolled out enhancements to its platform, beefing up functionality in its reporting tools, customer tracking and reporting, and mobility options, as well as in a library tool designed to make storing and using content easier for users. The upgrades are a culmination of a lot of effort to develop features that Constant Contact sees the market adopting.
Groupon Adds a Dash of CRM to Its Breadcrumb POS App
October 10, 2013
On Wednesday Groupon announced that it has added new CRM features to its Breadcrumb point-of-sale app with the potential to drive traffic and improve customer relations for Groupon merchants. Customer tracking, for instance, is one of the new features now included in Breadcrumb. The software tracks customers, stores their contact information, analyzes purchase behaviors and records notes on their preferences.
'Tis the Time for Mobile Marketers to Grease Gears
October 08, 2013
With so much riding on the holiday season for retailers, marketers pull out all the stops. This year, the latest ad technologies are being put to the test in the mobile realm. Retailers need to have a landing page optimized for mobile, and they need to prepare for an onslaught of visitors, suggested Chris Kivlehan, vice president of account management at INetU.
inContact 13.2 Helps Agents Make a Personal Connection
October 07, 2013
inContact recently debuted the second major release this year of its cloud contact center software. Version 13.2 offers new call prediction technology, mobile functionality and a new agent console that was written natively on Force.com for Salesforce.com users. There are other features and upgrades as well, noted Madelyn Gengelbach, director of market intelligence at inContact.
Taking the Showrooming Out of Holiday Shopping
October 01, 2013
There are many reasons marketers today are gearing up their mobile strategies for the holiday season, and not all of them are as obvious as one might think. Yes, revenue and competition are of course key factors, but in this Internet era, so is a third: Namely, a proactive, aggressive mobile CRM and marketing campaign is the only way to play offense in a season and industry now characterized by showrooming.
Marketers Relying on Mobile to Make the Season Bright
September 24, 2013
The holiday season is upon us; even those uninitiated in the ways and means of retail can see it in the Halloween decorations and candy that are now so plentiful on store shelves. For the initiated -- that is, anyone who expects to make a buck off of the holiday shoppers this year -- not only is the season here, but plans to address it are already in place.
It's Still Early Days for Real-Time Bidding
September 17, 2013
Real-time bidding holds numerous benefits for mobile marketers, but there are downsides as well. In particular, the dominant theme to that downside is that RTB -- at least for mobile ad formats and mobile platforms -- is still in its early days. While the technology has been around for several years, it's only recently that it has scaled to the point where mobile marketers can use it.
Efficiency Leads the List of Real-Time Bidding's Lures
September 10, 2013
With its ability to match ad-inventory supply and demand in real time against the attributes of any given viewer, real-time bidding is starting to make its way into the delivery of mobile ads. For marketers, it can be a very good thing. When it works as it is supposed to, it makes mobile marketing more efficient and cost-effective, said Chia-Lin Simmons of Harman International.
Qualtrics Aims to Make Surveys Mobile-Friendlier
September 09, 2013
It's a fact of life in market research that the success of any survey will depend at least in part on its accessibility to the intended respondents. Toward that end, Qualtrics has released Qualtrics Mobile, a new app designed to help reach respondents on the go. Qualtrics Mobile works alongside the company's existing marketing survey Software as a Service application.
Real-Time Bidding Makes Its Way Into the Mobile Ad World
August 27, 2013
Real-time bidding is remaking the online ad industry with its approach of matching supply and demand of ad inventory in real time against the attributes of any given viewer. Now this trend is starting to creep into how mobile ads are delivered. First, the stats: There is little doubt that this technology is beginning to dominate the online ad industry.
In Mobile Video Ads, Good Things Must Come in Small Packages
August 20, 2013
When the expected surge in mobile video advertising arrives, it's not just consumers who will have adjustments to make. Rather, marketers will also have to make some changes to accommodate the growth in this up-and-coming format. In this new world, the motto will be "short and sweet" -- as in 15 seconds, said Anthony Iacovone, founder and CEO of AdTheorent.

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