Topic "Total Customer Relationship Solutions"
For the past year, we’ve been saying that great customer experiences start with great customer data; and great customer data fuels great customer experiences. But it’s not always easy to know where to begin on this journey from product-centricity or channel-centricity to customer-centricity. That’s the idea behind this workbook, Building a View of Your Total Customer Relationship. Think of it as your comprehensive primer for smarter customer data management. The workbook reviews four lessons to bulletproof your customer initiative, lays out three core components of a total customer relationship, and walks you through the seven steps most companies use to create great customer data. Because once you master the data, you can then begin to master the experiences.
Earlier in my career, I was employed to conduct market analysis. My role was to understand market share, identify where we had strengths over the competition, and to document everything. I was a marketing analyst. I studied the data, formulated a plan, acted upon it, and measured against it. This is no different than what... more
Two weeks ago I attended Dreamforce for the second year in a row. I find the event amazing and love the opportunity to see old colleagues, meet up with partners, and make new connections. For me, this is the best part of the event – the fact that so many people from my network are... more
It’s officially that time again – time for politics to take over lunch room conversations and water cooler talk in the US. On August 6th was the first official GOP debate, which has already consumed the news cycles. Before you know it, in the United States, we’ll be heading to polls to once again cast... more
Marketing today is a tough task. It’s a blend of science and creativity utilizing technology that has really evolved in recent years. You now need to understand your customers and prospects so deeply that they choose to engage with you over the competition. You need to improve their experience. To do this, you have to... more
Customer-ready companies power great experiences with 360-degree customer views According to a recent Gartner report[i], “business demand is still growing for the 360-degree view of the customer, driven in large part by desire to improve the customer experience.” When I was a frequent flyer marketer at a national airline in the 1990s, our 360-degree customer... more
Just a few weeks ago at Informatica World, I got the opportunity to watch one of my colleagues, Justin Helmig – VP of Products for Data as a Service, speak about the value of our product line. Throughout the conversation, Justin focused on why Data as a Service is important to businesses today and offered... more
Which misstep are you making to solve your customer experience problem? No one ever said that solving the customer experience problem was going to be easy. Companies aren’t structured to support complex customer relationships across different functional areas – such as marketing, sales and customer service – nor across their many brands, products, channels and... more
On our recent webinar with Omer Minkara from Aberdeen Group , we learnt that“94% of companies are not satisfied with their use of customer data”, yet retailers still want more data to gain valuable customer insights to drive improvements in the shopper experience. But the top challenge they face when managing customer data as part... more