Trends & Concepts
By Phil Fersht on August 19, 2016
As someone who has profited very nicely from social media (I helped build an analyst company with blogging and social at the heart of our culture), I am probably not the most appropriate person to speak out against the negative side of social media’s impact. But, as Gerald Ronson once famously espoused to the editor […]
By Denis Pombriant on August 18, 2016
This is part of a series of posts on modern approaches to customer loyalty aimed at improving it through customer engagement. A fuller discussion is available in my new book, You Can’t Buy Customer Loyalty, But You Can Earn It. The third of four attributes of customer loyalty programs is contextual interaction and it might […]
By James Governor on August 16, 2016
Avoid Mayhem. Do programming. Since 2002 RedMonk has argued for the primacy of developers and practitioners in driving business advantage. We see ourselves as developer advocates as much as industry analysts. Our thesis concerns The New Kingmakers. Ten years ago we were outliers – not exactly a lone voice but definitely a rare one. Even […]
By Paul Greenberg on August 16, 2016
Does your business have a stake in customer community? Joe Cothrel, chief community officer for Lithium, reviews lessons learned from the first 20 years of brand community building.
By Naomi Bloom on August 16, 2016
Some of you may know that I started my professional career in 1967 as a programmer trainee at then John Hancock Life Insurance in Boston. I was part of a trainee class that was made up primarily of new grads from Ivy League universities with degrees in such diverse fields as linguistics, sociology, anthropology and, […]
By Denis Pombriant on August 9, 2016
Over the summer multiple events have pushed me to the conclusion that CRM and government are natural complements and that it’s just a matter of time before they meet. It would represent a huge opportunity for the industry and my full thoughts are available in this white paper. The common denominator is people. Whether we’re […]
By Michael Krigsman on August 8, 2016
Becoming customer centric is a core goal for virtually all digital transformation projects. Analyst and author, Brian Solis, shares practical steps on how to achieve this critical goal.
By Michael Krigsman on August 4, 2016
The global co-leader of Digital McKinsey, David Edelman, presents key success factors in the journey to digital marketing. His practical advice is essential reading for every marketer and CMO.
By Phil Fersht on August 1, 2016
If you run any type of business operation or P&L, you’re quickly realizing your number one challenge is getting your people to help you achieve the results your business needs to be successful. Your strategy has to be about promoting a mindset where people focus on what they are contributing to the business, not the amount of […]
By Dion Hinchcliffe on August 1, 2016
Most companies are still plugging away, digital channel by digital channel, at creating the experiences they think their customers expect. But the game has changed decisively as entirely new customer-facing technologies emerge.