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…
Category: Biz Tech
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…
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…
“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…
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…
The sales funnel is no longer, and probably never was, linear
I enjoyed presenting at the Funnel event in Sydney on November 19. Organiser Brad Langton and the eConsultancy team assembled…
Point solutions are pointless
If we accept that the customer experience is the decisive differentiator in our commoditized world, then we need to move…
Is email constipating your company?
If your answer is yes, and for most of us it is yes, you need to consider banning internal email…
Burberry’s business-technology literate CEO Angela Ahrendts gets it
Apple has long attracted plaudits for its omni-channel mastery of the customer experience, but there is another brand which should…
“Digital disruption, when properly understood, should terrify you”
In an excellent post on Forrester Research’s blog analyst James McQuivey says there are three sources of digital power changing…
