While at Dreamforce this year, it’s easy to say that interest in Salesforce was pretty high. This year, the message was all about “Customer 360” – the holy grail of achieving a complete 360-degree view of the customer. After all, as one of the leading CRM platforms, Salesforce has long championed the customer. Achieving that... more
Customer 360 made it to the big show in a very big way: the opening keynote at Dreamforce. During the conference, Salesforce also announced Customer 360 Truth, an evolution from last year’s Customer 360 data management announcement. According to one of the analysts at Dreamforce this year, “one main function (of C360 Truth) will be... more
In a recent Product Experience Management (PxM) blog, I discussed how PxM relates to Product Information Management (PIM) and Master Data Management (MDM), and how it can drive success in digital marketing and ecommerce. In this blog, I will share some innovative best practices from smart brands that use PxM for increased customer engagement, loyalty,... more
I opted out of an email subscription last month. Weeks later, I’m still getting emails from the company. So now, I’m not just tuning out any message from this company. I’m getting downright annoyed—not only have they ignored my original request, they’re continuing to fill up my email inbox with content I don’t want or... more
Cancer. I don’t think there is a single person—a friend, family member, neighbor, co-worker or our own selves—whose life hasn’t been, or will not be, touched by cancer. And cancer is a scary thing. The word alone elicits fear, uncertainty, and loss. At the same time, many groups and organizations offer hope, strength, and resources... more
Leveraging Customer 360 Data for Strategic Decisions In God we trust, all others must bring data. That saying is particularly true when it comes to making decisions about how to best interact with and sell to customers. Most of our daily decisions are based on gut – our innate ability to determine right from wrong,... more
To Build a Better Provider Network, Start with Better Data About Your Providers There are a lot of reasons healthcare payers want to build optimal provider networks. An optimal provider network is smarter: it lets payers synthesize data from many different systems, including recruiting, credentialing, claims, reimbursements, utilization, quality, fraud detection, and more. With an... more
Data is the new business currency, hence your CRM application and data are arguably the most important assets that you are leveraging. At the head of the CRM pack is Salesforce. Its staggering 20% market share equals the next four vendors combined. Ultimately, the CRM app and data can provide insights that can impact sales,... more
Marketers and boardrooms are reviewing their customer experience strategies for 2019. A recent Forbes article looks at seven priority issues for marketers, all of which are focused on customer experience, customer insights, and personalization. While Gartner forecasts that by 2020, more than 40 percent of all data analytics projects will relate to an aspect of... more
It’s hard not to like the travel side of my job. I get to meet customers and peers, attend conferences and events, and share experiences around data and digital transformation. But, as a rabid baseball fan, my September trip to Chicago was really special: I took a “backstage” tour of Wrigley Field with Chicago Cubs... more