Topic "Total Customer Relationship Solutions"
As marketers become increasingly data-driven, more doesn’t automatically translate into better. Since data delivers accuracy, efficiency, and engagement, it’s easy to believe that the more data we have, the better we can find prospects, learn what they need, and convert them to customers. But using more data isn’t at the heart of being data... more
Rather than focus singularly on traditional metrics such as Net Promoter Score, loyalty and satisfaction companies are racing to compete on customer experience. They are learning to extract valuable experience information from long-term relationship data. It’s not a coincidence that they use MDM to do it
When you attend an event, do you ever return back to your office to find your boss waiting to know what you learned? How did you spend the department’s budget? Did you learn something of value at the event that will make the department better? I know, for me, it’s important that wherever I’m at... more
Customer Data Strategies at the MDM 360 Summit at Informatica World Every year, thousands of people from around the globe converge at Informatica World to discover the newest ways to power business with clean, consistent and connected data. This year the conference will be held between the dates of May 23rd and May 26th in San... more
Customer experience is the new currency of business competition, and proof of this is easy to find. The companies favored today by your friends, family, and colleagues—and no doubt, yourself—confirm a new truth: Great customer experiences win the market. Uber, a software company, is killing it in the taxi industry because it creates a seamless... more
So here we are. April Fool’s Day! One of those non-official, yet fun, “holidays” that we all enjoyed growing up. Perhaps you were the child that rigged the faucet to spray the next person who used it. Maybe you filled your best friend’s locker with shredded paper. Or possibly, you took the April Fool’s Day... more
If you’re like me, your personal email inbox looks like a twitter feed. As marketers, we should be concerned. It’s a lot of noise. Email inboxes shouldn’t look that way. They should be full of relevant and personal offers that we’re going to act on because they are timed at precisely the point where we need... more
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