Tag "customer data integration"

Three Missteps to Creating Great Customer Experiences

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

Are You Ready to Compete on Customer Experience?

  This blog post initially appeared on CMSwire.com and is reblogged here with their consent.   Friends of mine were remodeling their master bath. After searching for a claw foot tub in stores and online, they found the perfect one that fit their space. It was only available for purchase on the retailer’s e-commerce site,... more

Is Your Data Ready to Maximize Value from Your CRM Investments?

A friend of mine recently reached out to me about some advice on CRM solutions in the market.  Though I have not worked for a CRM vendor, I’ve had both direct experience working for companies that implemented such solutions to my current role interacting with large and small organizations regarding their data requirements to support... more

Empowering Your Organization with 3 Views of Customer Data

According to Accenture – 2013 Global Consumer Pulse Survey, “85 percent of customers are frustrated by dealing with a company that does not make it easy to do business with them, 84 percent by companies promising one thing, but delivering another; and 58 percent are frustrated with inconsistent experiences from channel to channel.” Consumers expect... more

How Much Does Bad Data Cost Your Business?

Bad data is bad for business. Ovum Research reported that poor quality data is costing businesses at least 30% of revenues. Never before have business leaders across a broad range of roles recognized the importance of using high quality information to drive business success. Leaders in functions ranging from marketing and sales to risk management... more

History Repeats Itself Through Business Intelligence (Part 2)

In a previous blog post, I wrote about when business “history” is reported via Business Intelligence (BI) systems, it’s usually too late to make a real difference.  In this post, I’m going to talk about how business history becomes much more useful when combined operationally and in real time. E. P. Thompson, a historian pointed... more