The Four Personas Of The Modern CMO In A Digital World
Marketers Face Massive Challenges In Making The Digital Shift In interviews with over 100 digitally focused, modern CMO’s, shared common challenges in the transformation of their roles and with the support of new digital business models. The top 20 modern marketing challenges (not in order of importance) include: Delivering on a creative to commerce […]
Vindication On My Position: Social Customer Service Sucks…
I am as tired of telling you not to embark on Social Customer Service as you are of telling me I am a grouchy old man and I don’t get it. Fine. My data and case studies have not convinced you, so let’s try a different approach. Let’s have someone else show you their data. […]
How to Do Mobile Customer Service (With Videos!)
Yes. I gave in to the dark side… the title is a little link-baitish… I will admit that. But, there is good content (and they are videos) associated with it. Here is the scoop… A couple of years ago I started working with a large number of brands on their approach to mobile customer service. We […]
Customer Service Research – One More Time!
Yes, its that time of the year. The (now) fourth version of this wonderful research on Customer Service Usage and Adoption report is coming back! I know, I know. Hard to contain your excitement… me too. Here’s the scoop. I have been running this report for the past three years under the sponsorship of KANA […]
SugarCRM CEO talks customer engagement, selling, and the empowered digital consumer
The phrase “customer engagement” expresses the value and importance of interacting with buyers. We all want prospects and customers to interact positively with our brand and products. While unhappy customers often share their stories online, converting customers into fans, or even brand advocates, is another story altogether. On one level, it’s simple. If customers love […]
The clarity of definition: CRM, CE and CX. Should we care?
Definitions mean something. Paul Greenberg attempts to clarify the difference between CRM, customer engagement and customer experience so we don’t have to argue it anymore. Why can’t we all get along?
News Analysis: Inside The Rationale Behind @LinkedIn Turning Off Its CSV Connections Download Tool
@LinkedIn Fighting Off Scrapers Inadvertently Angers Users Over the weekend, Michael Korcuska, VP of Product Management at LinkedIn, responded to customer complaints with a series of blog posts explaining their rationale (see Figure 1 and 2). Figure 1. Turning Our CSV Connections Download Tool Back On Figure 2. Access to Your Account Data The […]
News Analysis: How @LinkedIn Is Creating A Personal Data Hostage Crisis For Its Users
Curtailment Of @LinkedIn Downloadable Contacts Breaks Sacred Rules Of Digital Business On July 23, 2015 11:46 AM, Emil Protalinski at Venture Beat broke the story that many users of LinkedIn had noted on social media outlets. The easy to use, immediate download of one’s contacts in a number of flexible formats had been removed […]
The Silent Rise of Chat in Customer Service Adoption
Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, mobile here, and operationalization of customer service here) […]
The Operationalization of Customer Service
Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, and mobile here) I’d like to explore a … Continue reading The Operationalization of Customer Service →
