Why Customer Experience is The Catalyst for Digital Transformation
[September 30, 2015]
As a digital analyst, I spend a lot of his time thinking about the future of customer experience. So much so that my next book attempts to rethink the term “experience,” X:The Experience of Business Meets Design. “X” explores experience architecture the various ways companies can design meaningful and shareable experiences in every moment of […]
Salesforce Advocates That Their App Builder Is ‘The Future Of CRM’
[September 3, 2015]
Salesforce just announced Lightning, which it calls the future of CRM. It combines a major redesign of the user experience, which the company calls the “Lightning Experience.” The design is based on feedback from over 150,000 customers. Essentially, Salesforce Sales Cloud has been rebuilt from the ground up.
Highspot Sales Enablement Helps Sales People Find Content and Marketers Measure What Works
[July 9, 2015]
“Sales enablement” is something of a catch-all term for a wide range of solutions that help sales people do their jobs better. Highspot has staked out the corner of this world occupied by systems that help sales people find the right marketing materials. It grew out of the pain that co-founder Robert Wahbe felt which […]
Are 70% of Marketing Automation Users Unhappy? Well, Not Exactly
[June 4, 2015]
A recent piece in TechCrunch quoted me as saying that “almost 70 percent of marketers are either unhappy or only marginally happy with their marketing automation software.” The author included a link to the source of that quote, but unfortunately it was broken (it has since been fixed). This lead to enough questions about the […]
CRM Deployment: Do You Need the Drill or the Hole?
[May 1, 2015]
I was hanging a picture in my home over the weekend and it got me thinking about the deployments of CRM systems. Yeah, I know, I need a life. You can just ask my wife. However, one question kept coming up as I was pondering this: Would organizations be more successful when deploying CRM systems […]
Data Driven Sales 2.0
[April 2, 2015]
The introduction of CRM (for sales) and now MRM (for marketing) has brought sales people out of the “information on paper and in my head” era kicking and screaming and into the age of technology and data. We’ve all heard far too many stories of the difficulties this transition created. The screaming is over, for […]
More Sales This Month – This Quarter – Next … ?
[March 18, 2015]
Do you know what is going on in your pipeline? I was at an organization this past week with lots of data and expensive technologies, but they are failing to achieve their expected sales outcome. Their question was how is this possible?
Latest Trends in Marketing Automation
[February 20, 2015]
I just finished the latest release of the B2B Marketing Automation Vendor Selection Tool, a.k.a. VEST Report. The new version includes a big technical change: instead of the interactive Flash document that was very cool but people often had trouble running, it’s now a combination of PDF for the core document and Excel spreadsheet for […]
Hushly Helps Marketers Connect With Anonymous Web Site Visitors
[January 12, 2015]
When this blog last left Geoff Rego in 2010, he had just sold the assets of pioneering B2B marketing automation vendor Market2Lead to Oracle. Since then, he’s been gnawing at the bone of anonymous business leads, suspecting that there’s some way to gain value from people who are interested in a product but haven’t identified […]
Customer Experience Happens To You Not Because of You…But It Doesn’t Have to Be That Way
[December 1, 2014]
Earlier this year, I was asked to write the foreword for a new book focused on experience marketing and CX. The opportunity appeared while I was in the throes of researching and writing my (not yet announced) book. As hard as it was to pull away from it, I must admit that it was a […]
Seven Marketing Automation Myths to Ignore – Illustrated Edition
[November 6, 2014]
I’ll be giving a speech in Milwaukee next week on marketing automation myths, and early in the preparation process had the idea of illustrating it with mythical creatures from the films of Ray Harryhausen, the stop-action animation genius whose best known images are probably the skeleton warriors in Jason and the Argonauts (1963).
BlueConic Selects Targeted Messages Using a Cross-Channel Marketing Database
[October 2, 2014]
This blog has mentioned BlueConic in passing a couple of times but never quite gotten around to reviewing it in detail. Until now.
The Importance of Visualization in CRM
[September 11, 2014]
Some of the world’s most successful athletes practice visualization before beginning a competition. What is visualization? According to the book “Dance Anatomy” “It’s the act of planting an intuitive thought and letting that image grow to increase performance.’ ‘When you repeatedly train your actions (with visualizations), you induce physiological changes and increase accuracy.” Whether it […]
VEST Report: Analytics Tops List of Upgraded Marketing Automation Features
[August 11, 2014]
I finished the latest release of the B2B Marketing Automation Vendor Selection Tool (VEST) yesterday, which is always a great relief. But the elation lasted about two minutes, since I then had to write a press release announcing it. The challenge with that is you need a “news hook”, meaning something that gives reporters a […]
CRM for Success – Importance of Consistent Messaging and Data Mining
[June 23, 2014]
CRM for Success is the monthly webinar series that we kicked off for 2014. This series is exclusively for CEOs, CMOs, and CSOs. Each month we will provide you with the management insight necessary for maximizing the expected benefits of CRM. We stay on-point and keep the sessions short. CRM for Success is offered every […]
Infographic Shows Impact of Social Media On CRM
[June 2, 2014]
FanHub recently put out this infographic looking at how social media is transforming CRM, sharing stats around communication, expectations, and user interface. “Customers are getting chatty,” says FanHub’s D’Ana Guiloff. “With instant access to brands via social media, people are better able to engage in one-to-one conversations with their favorite companies. Moreover, these interactions often […]
European CRM Budgets Strengthening According To Reports
[May 5, 2014]
European customer relationship management (CRM) budgets remain strong, despite economic uncertainty, according to a survey from Gartner. About half of those polled intend to increase CRM spending this year at an average increase of 2.5% over last year’s budgets. While plenty of them don’t yet know which way they’re going to go with their budgets, […]
Make the Most Out of Your Marketing Automation System
[April 7, 2014]
A successful Marketing Automation (MA) system is more than software and technology . . . More than automating your current marketing process . . . And more than a plug-and-play tool. When selecting a MA system, marketers often go through a checklist of desired product features and CEOs identify expected results. These, of course, are […]
Are You Getting All the Results That You Want from Your CRM?
[March 17, 2014]
A successful CRM (Customer Relationship Management) system is more than software and technology. Surprised? It is more than simply automating your customer, marketing, and sales processes. And CRM is not an accounting system, nor just a sales-automation system. Surprised even more? And it definitely is not a plug-and-play tool. Disappointed?
CRM for Success – Monthly Executive Series
[February 24, 2014]
Running a business is about more than just surviving – it is about succeeding. For many organizations, Dynamics CRM has not been seen as a useful tool in that effort. InfoGrow intends on changing that view starting from the top.
CRM Activities – Activity Purpose and Result
[February 6, 2014]
Activities are the action items that need to take place, by someone, on a particular due date. They are also those activities that have been marked as completed task (historical view of closed actions). Each activity can be one of the following types:
Microsoft Buys Cloud-Based CRM Provider Parature
[January 8, 2014]
Microsoft announced that it has reached an agreement to acquire cloud-based customer service software provider Parature. The company will add the software to its Microsoft Dynamics CRM suite.
Optimove Helps Optimize Customer Retention (And, Yes, It’s a Customer Data Platform)
[December 9, 2013]
As I wrote last week, it sometimes seems that every system I look at these days is a Customer Data Platform. Of course, this is partly because I’m choosing to look at that type of system, and partly because CDP vendors are reaching out to me. But I do believe another reason is that CDPs […]
Importance of Knowing Your Sales Pipeline
[November 25, 2013]
A pipeline or sales funnel provides valuable insight into how well sales goals are reached. Having a sales funnel also brings discipline to account reps in following the sales process. Knowing where each opportunity is at in the sales process provides sales reps and sales support personnel the ability to apply proven strategies for moving […]
Why marketers need to embrace responsive design
[October 31, 2013]
Ever visit a website on a mobile device, and find it virtually unreadable because it’s a desktop website and everything is too small to read on your little screen? That is a site that needs responsive design and here’s why marketers need to embrace responsive design for our websites. If you haven’t heard of responsive […]