Confronted with the gaming of his original NPS, the concept’s founder Robert Reichheld is now advocating that it be paired with a new metric: earned growth rate. However, will this new tool work? Can most firms readily calculate their EGR?
Now into its second decade, the survey by leading Australian B2B marketing agency Green Hat shows that marketers are achieving only slow progress in digitising and driving commercial outcomes.
Salesforce’s “platform and other” business unit jumped ahead of the core CRM sales and service automation clouds during their FY21…
Poor Sales adoption handicaps many CRM initiatives. Few have healthy 90+% utilization rates. Is CRM a policing tool or a productivity driver? Or both?
The big three B2B organic growth drivers today are personalization, ease and speed according to the Customer Experience consultancy Walker. Walker…
Experiences are the fundamental basis for how we compete and win. Whether in B2C or B2C, today differentiated experiences drive…
Traditional IT (Information Technology) is over. Today’s conventional IT organisations spend far too much time in conflict with “the business”.…
All businesses either will be digital platform businesses or they will be out of business. As we transition from…
Best-in-class B2B marketers are doubling down on marketing automation and performance metrics, according to the 2016 B2B Marketing Outlook Survey conducted…
The migration of the corporate world’s centre of gravity from ERP and transaction management towards CRM and customer experience management was…
