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FordPass Aims to Engage Customers on Their Terms
January 12, 2016
Ford on Monday announced FordPass, a platform focusing on enhancing the customer experience. FordPass includes a Marketplace offering mobility services; 24x7 access to FordGuides, which are personal assistants to help customers with mobility challenges; membership loyalty rewards; and FordHubs -- select stores that let customers experience Ford's latest innovations.
The Cloud Complexity Challenge
January 12, 2016
Growing acceptance of cloud computing quickly is becoming a double-edged sword for the leading players in the SaaS, PaaS and IaaS marketplaces. As a broader set of customers adopts cloud-first strategies, even the biggest cloud players are being challenged to scale their operations to keep pace with escalating customer demands without becoming too complex.
Loyalty and Engagement
January 6, 2016
I've been trying to analyze modern rewards programs and customer loyalty recently for a project. It's a complex issue and so it is tricky to tease apart -- nothing like trying to defuse a bomb, but intellectually challenging for sure. At the heart of the issue is a body of research that says rewards, as currently configured, don't work in the ways we want.
CRM Predictions: Spotting the Critical Connections
December 22, 2015
At this time of the year, there's a clamoring among the business publishing class for predictions. That is partly because prediction stories are considered easy to write, and once they're done the staff can go celebrate the holidays while their publication continues to deliver content. However, having written a lot of prediction stories in the past, I can tell you that they are not easy to write.
CRM to Get Emotional in 2016
December 17, 2015
Temkin Group on Tuesday predicted 2016 will be the year of emotion. That's one of 11 customer experience trends to watch for in the coming year, managing partner Bruce Temkin wrote in a blog post. "Emotion is the component of customer experience that has the largest impact on loyalty, but it is also the area where companies are least adept and often seemingly ignore," he wrote.
5 Customer Relationship Objectives for the Growing Biz
December 7, 2015
The amount of effort spent on talking and thinking about the best ways to connect with customers truly is incredible. The amount of ink spilled -- real and virtual -- the number of conferences held, and the dollars spent on efforts and expertise are vast. The irony is that businesses often start out with a natural ability to behave in a customer-centric way.
Engagement at Moments of Truth
December 2, 2015
Lost somewhere in the pile that is a current research project is an article on customer loyalty that says that more than half of customers who recently exhibited loyal behavior toward a vendor said they'd switch to another vendor in an instant. The question prompting this answer is whether these customers would switch for a better deal. It was a trick question trying to determine loyalty.
Ramping Up Tech Could Give Retailers a CX Edge
December 1, 2015
Despite all the talk about the customer journey, the increasing use of CRM, the omnichannel approach, and the seamless customer experience, stores still don't have technology down pat for the holiday rush, according to the "2015 Connected Shoppers Report" Salesforce released last month. In-store shoppers want associates to know their purchase history, but only 10 percent believe this will happen.
Investors Buying In Following Salesforce's Q3 Stunner
November 19, 2015
Salesforce shares rose to an all-time high Thursday, after the company reported better-than-expected Q3 revenue and raised earnings estimates for 2016. Salesforce reported earnings of 21 cents a share and a revenue increase of 24 percent to $1.71 billion, compared with a year ago. The company is on pace to become the fourth largest enterprise software company in the world.
The 2 Layers of Customer Experience
November 18, 2015
Maybe you've already considered this, but it just popped into my head the other day as I was thinking once again about customer experience -- or CX, as some people shorten it. I've often said that customers experience moments of truth and that the experience should be focused on the things they care most about and that the business actually can do something about.
Digital Transformation and Moments of Truth
November 11, 2015
I hadn't been aware of one of the more important CRM stories of the year until I was doing research for a new book. It's a great story and it deserves retelling, especially if you think that focusing on customers' moments of truth is important. Back in April, Starbucks announced revenues for the just-completed quarter that exceeded year-over-year attainment by a whopping 17.8 percent.
OpenWorld's Substance Feast
November 4, 2015
For once, Oracle OpenWorld went long on substance. That's hard to do when you have so many products to discuss and Larry Ellison pontificating, but he was both under control and substantive -- though he couldn't resist taking a few shots at competitors. Oracle's team hardly ever sees SAP and IBM in deals these days, he announced, and he gave due praise to cloud pioneers NetSuite and Salesforce.
Fire, Aim, Ready: Is Your Marketing Approach on Target?
November 3, 2015
Business-to-business marketers know what customers want, in general terms, from initial contacts with the people they buy from. It's taken awhile, but through trial, error, some more error and eventually some actual thought, the mystery has been solved. Before I give it away, just ask yourself what you want in any communication from anyone when it comes to a business issue.
Oracle Banks on CX Cloud Verticals
November 2, 2015
Oracle last week announced a variety of industry-specific solutions and enhancements to several existing products at Oracle OpenWorld in San Francisco. The company unveiled industry-specific vertical solutions for the financial services, communications, consumer goods, high-tech, industrial manufacturing and automotive fields as part of its Customer Experience Cloud.
PRM's Next Act
October 27, 2015
Partner relationship management has seen its ups and downs over the first part of this century. Running an indirect channel is vitally important to any vendor trying to extend its reach without incurring the high costs of building a sales team and all that supports it. Many vendors figure it's more economical to pay partners for performance than to endure the corporate buildout.
SAP's New Jam Communities Promise Stickier Customer Experience
October 23, 2015
SAP this week released SAP Jam Communities edition for Hybris, which delivers real-time product and service information to customers on company websites. The software can display personally relevant recommendations and reviews directly to customers in e-commerce stores. In essence, it lets companies embed access to relevant material and include a buy button in online customer community pages.
Salesforce's Message to Europe
October 21, 2015
Salesforce last week said it would invest $100 million in emerging sales force partners in Europe. The company previously announced a similar program for the Americas, and it hopes to discover valuable new companies and business solutions. Paul Greenberg and the team at CRM Idol have been doing the same thing -- trying to discover interesting emerging companies in the CRM space.
Lighting Up Process
October 14, 2015
I've been saying that we're heading toward an era when process dominates and traditional transactions become just one part of those processes. Now, you might say that's the way it's always been, and I won't disagree. Historically, however, processes more or less were managed by employees who used information systems to inform their decision-making, and the result was recorded as a transaction.
Processing Customer Loyalty
October 12, 2015
I've had to do a lot of thinking about customer loyalty lately, both for my book and more recently for client engagements. What's interesting is how chaotic this market is and how many people are writing about it with very little data. There isn't even strong agreement on the similarities and differences between rewards programs and loyalty. Are they the same? How?
Customer Engagement in the Age of the Silent Traveler
October 9, 2015
The rise of social media has given customers a new platform for interacting with travel and hospitality companies, from airlines to car rental agencies. Today's travel customers primarily use these digital technologies to coordinate logistics and log complaints; gone are the days of calling a reservation specialist to book flights or running through seating options at the check-in counter.
Leveraging Moments of Truth
October 7, 2015
eGain is touting a report from Forrester Consulting and my friend Ian Jacobs purporting to show that omnichannel customer service is stagnant or worse when it comes to delivering service that customers need and want. Ian does good work and I am in agreement with him on this, but I have trouble with some conclusions, specifically the implication that the problem can be solved with more software.
Stop Competing on Price, Start Competing on Customer Experience
October 6, 2015
Target may be implementing price matching, but there are other ways to compete. Customer experience is the new battleground in retail sales, and winning this battle requires winning over customers with truly personalized service. Despite all the advancements in technology, personalized customer service and efforts to build customer loyalty have all but disappeared.
3 Ways CRM Can Help Sales in the IoT Era
October 5, 2015
It's becoming increasingly clear that the nature of the sales profession is changing. Salespeople are no longer the ones who introduce products to their customers -- in most cases, especially in business-to-business settings, customers have done a lot of research on their own and are close to a decision before they talk to a salesperson. This trend has some people in sales panicked.
Vertical Ventures
September 29, 2015
I'm always looking for emerging trends at Dreamforce, the kinds of things that are hiding in plain sight. They might never amount to much, but given that it's Dreamforce, many likely will bloom. A case in point is the emergence of vertical market CRM. Its time is now because application development tools have become so good, and because customers need fast, budget-friendly deployments.
On Selling
September 16, 2015
For a long time I have been uneasy about the selling discussion's direction as it relates to CRM and SFA. Something didn't relate. We talk a lot about accelerating the sales process and freeing up sales people's time so that they can spend more time selling, but it all made me wonder. Several things occurred to me as I contemplated selling -- a job I did for about 15 years.
The IoT's Data Prioritization Pearl
September 14, 2015
The era of digital transformation and the digital business, the customer experience as a key differentiator, and the movement toward smart machines are some of the common themes Gartner Distinguished Analyst Don Scheibenreif touched on in his keynote last week at the Gartner Customer 360 Summit in San Diego. These are all phenomena that have been on their way for a little while -- like a glacier.
SaaS' Next Wave: Customer Lifetime Value Management
September 4, 2015
Salesforce's latest quarter, along with the buzz surrounding its upcoming Dreamforce lovefest, have showcased CRM's rapid migration to the cloud. However, today's SaaS CRM solutions deliver limited value-add if the organizations that use them are unable to realize marketing and sales promises. This is especially true for those guiding prospective customers on an omnichannel journey.
Dreamforce: Still the One
September 2, 2015
We watched as Salesforce emerged from the crowd in the dot-com era to become a massive company with a $7 billion run rate. We also changed perspectives several times on what to expect from Dreamforce. We used to be interested mostly in cool new technologies and business models, but as Salesforce has grown, it has acquired a following of financial analysts as well as industry analysts like me.
3 Ways Great Customer Experiences Boost Sales
August 27, 2015
Hardened sales veterans may hear the expression "customer experience" and shrug or scoff. What has it got to do with them, they may ask? A lot -- because it can add dollars directly to their commissions checks, even if they're not the ones creating the experiences. There are three specific ways that meeting or exceeding customer expectations improves sales.
To Personalize or to Be Authentic
August 26, 2015
You might ask what the difference is between personalization and authenticity in CRM, and the answer is subtle. For a long time I have said that we overemphasize personalization when what customers really want is authenticity. However, examples are hard to find, especially with our current culture's strong emphasis on personalization and the tendency to give authenticity quizzical looks.
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