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
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
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
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
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
SaaS companies are growing rapidly and becoming the top priority for most CIOs. With such high growth expectations, many SaaS vendors are investing in sales and marketing to acquire new customers even if it means having a negative net profit margin as a result. Moreover, with the pressure to grow rapidly, there is an increased... more
When I was seven years old, Danny Weiss had a birthday party where we played the telephone game. The idea is this: there are 8 people sitting around a table, the first person tells the next person a little story. They tell the next person, the story, and so on, all the way around the... more
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