The Customer Experience Jury Is In

Not every buyer-seller experience starts with a customer expecting to be delighted. There are lots of purchases we make because we're forced to make them -- something we need breaks, or an outside...
0 comment

Amazon and Apple’s ‘Tough Slog’ on Madison Avenue

Amazon and Apple just can't seem to catch a break with the advertising elite on Madison Avenue. In fact, advertising sales are a "tough slog" for both companies, mourns a feature published this...
0 comment

Transition State

The CRM market appears to be experiencing a transition state -- something betwixt and between, a time of high energy and great possibility, above all a time of change. A ball bouncing around a...
0 comment

Comcast-TWC Customers: Be Afraid, Very Afraid

While federal regulators mull the possible antitrust ramifications of the proposed $45 billion merger between Comcast and Time Warner Cable, the companies' customers also are considering the fallout...
0 comment

Microsoft Dynamics CRM Gets a Fuel Injection

Microsoft on Tuesday unveiled a set of Microsoft Dynamics CRM features that will be generally available in the second quarter of this year. There are three main areas of change in this latest iteration:...
0 comment

Star Search Starts at Home

I go to a lot of conferences. Usually they're a combination of customer user group meetings and analyst days, and we all hear more or less detail about product futures, new functions and features,...
0 comment

Customers’ Comings and Goings Not Always Linked to Satisfaction

Which comes first -- a sector in which consumers have a lot of choices and can easily switch providers, or companies that are rigorous in their customer service policies and attitudes? A recent...
0 comment

iBeacon: It’s Time for Mobile Marketers to See the Light

Never mind the Seattle Seahawks completely smoking the Broncos -- Super Bowl XLVIII may go down in history as the turning point for iBeacon. Apple's iBeacon is an indoor positioning system based...
0 comment

Completeness Is the New Black

Are we collecting enough data? It seems like a weird question given the glut of it at most companies, and perhaps it is. Perhaps a better question is, are we collecting the right data? We could...
0 comment

Microsoft Makes BI Power Play

Microsoft on Monday released Power BI for Office 365, a business intelligence application for its Office 365 Enterprise subscribers. Power BI packages together several features that help business...
0 comment