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Turning Big Data Into Action

Every second, businesses and organizations are gathering data. Not just a little data — a LOT of data. A veritable wealth of data that paints not just a picture of their customers, but a picture of their business, their future and their processes. From click-throughs to social media posts to surveys, healthcare tests, stock trades Read more…

Nike Seeks CRM Boost From Tencent’s WeChat

Nike China announced to run its first marketing campaign on mobile messaging service. In August, Nike unveiled its own accounts on the hit service, which has more than 200 million registered users worldwide. The WeChat campaign is aimed at enhancing Nike’s one-on-one customer relationships, as its media manager pointed out that: WeChat is our ultimate Read more…

The Net Breeds Promiscuity; Hang On To Your Customers

[Forbes, December 1st, 2011] Keith Smith, co-founder and CEO of Big Door, in a recent Forbes article outlined in what ways a company can keep its customers faithful in the increasingly promiscuous Internet. Due to extremely low or even in existent switching costs, the Internet has killed brand loyalty, or as Smith summarizes it: “online Read more…

Adobe Simplifies Social Marketing

According to an article in Business Wire, on March 21, 2012 Adobe introduced Adobe Social. This product is designed to provide a single platform for companies to manage and measure all of its digital marketing. By using this product, companies will be able to: Centralize publishing across all social platforms Automate targeting and personalization Monitor Read more…

Markets Struggle to Marry Social Media and CRM

Every marketer loves the idea of using social networking sites such as Facebook as one giant database of consumer information but they still haven’t figured out how to use it effectively. The major issue is privacy; a lot of consumers don’t want their private information released on social networking sites. About 50-70% of Facebook users Read more…

A New Approach to Online Customer Loyalty

Two companies are joining forces and changing they way that most of us thing about online customer loyalty. If you are like me, you have not heard about Bazaarvoice or Badgville, but the firms that these two companies serve are nothing short of everyday recognizable brands – Samsung, NBC, Interscope Records, Deloitte Digital, Best Buy, Read more…

Unique CRM Practice – Cordarounds

Cordarounds is an online-only clothing company based in San Francisco. It started with two employees – Chris Lindland and his friend Enrique Landa. They manufacture HORIZONTAL corduroy pants and sell them online. Its business model may violate both the best practices of catalog industry and of classic e-commerce home page design, but Cordarounds receive national Read more…

Testing: Why Failure Must Be an Option

In today’s world, we are constantly being bombarded with e-mail. Some of it is important, relevant, and saved for future use. However, the majority of e-mail is deleted (junk e-mail came out of necessity). How many times have you clicked opt-out or unsubscribe only to get more e-mails from the same company weeks down the Read more…

What is Social CRM?

Social CRM is the evolution of traditional Customer Relationship Management systems adapted to social media. Paul Greenberg, a leading authority in this space, defines SCRM as “…designed to engage the customer in a collaborative conversation in order to provide a mutually beneficial value in a trusted and transparent business environment. It’s the company response to Read more…

Lessons From Ford’s Brilliant Social Media Campaign

Back in 2009, Ford launched a new social media campaign to promote the launch of the new Ford Fiesta in the American market. Originally sold only in Europe, the sub-compact is aimed at young drivers, and comes with a <$20,000 price tag and 40mpg on the highway. For advertising, Ford went digital. It decided to Read more…