Tag: CXM

August 5, 2020

The focus group traces its origins back to the mid-1940s. Its death has been predicted many times, but inviting customers to participate in focus groups remains a common tactic to this day. Nevertheless, the value of the focus group remains […]

July 31, 2020

Whether you know it or not, everything you buy or sell is motivated by an outcome. In your personal life, these outcomes may not always be explicit. Think of the last thing you purchased on impulse — or something impractical […]

July 31, 2020

COVID-19 has amplified customer expectations for safety and convenience, according to a new report from Forrester Research. That finding should come as no surprise, but businesses are doing a mixed job on delivering. The report, The New, Unstable Normal: How […]

July 23, 2020

Some marketing departments undoubtedly will have to deal with smaller staffs this year beyond because of budget cuts. Some already have made marketing-staff cuts, whether it’s full-timers, contractors or agency team members. OK, so this isn’t a new phenomenon. However, […]

July 20, 2020

Have your automation projects stalled? The pandemic shifted many IT resources toward business continuity efforts, and you may now have reached the point where you are struggling to ramp up or resume digital transformation projects. Organizations are looking to tap […]

July 17, 2020

Customer networks are going to be one of the biggest tools for driving business growth and success in the coming decade. Conventional sales and marketing approaches just won’t cut it anymore. A well thought out engagement strategy through customer communities […]

July 13, 2020

It didn’t take a world health pandemic for organizations to recognize the value of providing a good customer experience (CX). Nonetheless, organizations have had to make pivots in their CX game. McKinsey and Company recommended four actions for organizations to […]

June 29, 2020

COVID-19 has separated the leaders from the laggards when it comes to omnichannel marketing and experiences, according to a report from Gartner. Researchers noted in the April report the world health pandemic has “magnified disparities between omnichannel innovators and those […]

June 10, 2020

The San Francisco Giants vs. Seattle Mariners spring training baseball game on March 8 was my last normal outing before everything changed. And while I’ll always cherish the memories of that day, it was becoming apparent that normal wasn’t really […]

June 1, 2020

Customer Data Platforms (CDPs) come in many different flavors based on what they actually do for marketers. The CDP Institute largely groups CDP vendors into three classes: access, analytics and campaigns. According to David Raab, founder of the Customer Data […]

May 18, 2020

Customer experience has never been more important to the success of a business. Many businesses are using a customer data platform, or CDP, to unify their customer data and make it available to other systems, which facilitates the creation of […]

April 30, 2020

People talk about the importance of account-centricity in B2B marketing like our life depends on it. And it is absolutely key. But, there’s a piece to B2B marketing that doesn’t get as much spotlight — and it should. This is […]

April 7, 2020

Companies that have seen a positive revenue growth collect more customer experience (CX) data than other non-growth companies, according to a recent survey by Gartner The survey found that nearly 80% of growth organizations use customer surveys to collect customer […]

January 24, 2020

2020 marks a major anniversary: 10 years since the Great App Boom. You easily could have missed the milestone, since the start of app mania was defined by a series of events rather than a single, distinct one: surging smartphone […]

January 23, 2020

I rang in the New Year putting the finishing touches on my first article of the year, one that outlined the ins and outs of the California Consumer Protection Act. It was fitting that I finished the article just as […]

January 17, 2020

Another martech deployment = yet another battle between marketing and IT? These groups should be united in their efforts to achieve common business goals, yet all too often, business users and IT butt heads. The reason: they think their priorities […]

July 11, 2019

Today’s CIOs are the architects of their organization’s digital transformations, helping build the technology infrastructure needed to support every aspect of a business. Helping choose the right customer experience management (CXM) technology has become part of the CIO’s mandate, with […]