Hijack your customers

It is a gimmick, but a clever one. Guatemalan shoe store Meat Pack has a nifty app that sends an

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The experience premium

Superior experiences create engaged customers who are: More likely to consider brands that promise better experiences More likely to recommend

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“All the pieces of the business are focused on the customer”

“The customer dictates how he wants to be engaged” “If it didn’t happen in Salesforce, it didn’t happen” “We are

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Embracing connectedness

An excellent example of brand-building thought leadership, IBM’s 2012 Global CEO Study Leading Through Connections is the outcome of 1700

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Marketo chases the integrated marketing software suite

An integrated marketing software suite is the big picture goal of leading marketing automation vendor Marketo. Last week, in San

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The machine that changed the world finally changes marketing & sales

In 1991 the Massachusetts Institute of Technology published The Machine That Changed the World. It was the result of a

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From push, to pull, to participatory

As we journey from push to participatory, with a stop at pull along the way, here are a few guidelines

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Behind marketing automation’s magic curtain

A catalyst for sales alignment and a key ROI enabler, marketing automation holds great promise, but it is still a

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Where is the customer in the org?

What would have to change in most, if not all, companies, to make an organisational chart  like this one work?

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Elephants can dance

An enormous amount of care A good appetite for risk An enormous amount of money A huge amount of managerial

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Become a customer company

Salesforce.com continues to impressively develop and articulate its vision. The company’s sky high marketing-budget-to-sales-revenue ratio (okay, I am jealous) may

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Assembling the Enterprise Marketing Management software stack

Enterprise Marketing Management is a new class of software applications that is emerging to address the urgent demand that marketing

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Integrate, extend and collaborate

Significant value is yet to be realized across most CRM deployments, according to Nucleus Research. No surprise in that statement. So,

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Practice customer experience improvement as a business discipline

Customer experience management must be viewed as a strategic business discipline, on a par with traditional fields such as finance

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Best Buy’s 2013 Super Bowl TVC: I like it

http://youtu.be/KgmhhVCLgM8

“Democratic” tech is shifting the balance of power from big to small

Nothing is going to stop consumerization of the enterprise. Nothing is going to stop Bring Your Own Device. Nothing is

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Customer service is the new marketing

Marketing used to be all about the art of communicating a brand message to, hopefully, the right audience at the

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Your new boss

IBM may be a BDC (Big Dumb Company), but the messaging supporting their Smarter Marketing program is on target.

Don’t let corporate culture issues frustrate your CRM investment

Corporate culture issues not technology problems are the primary inhibitor preventing companies from extracting the best value from their CRM

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We’re all public companies now

IBM has an excellent series of videos, promoting their smarter marketing agenda, such as these two. We’re all public companies

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Your website almost certainly sucks: Forrester Research

Despite the dollars invested, resources allocated, technologies deployed, agencies engaged, collective ambition and ego, it is highly unlikely that your

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