Customer Engagement
Insights
Blog
Track-And-Trace Solutions Improve Strategic Objectives Across The Entire Value Chain
Building the business case for your digital investment is hard, so you need to drill into the specifics of any given process you intend to digitize. Digital track-and-trace solutions contribute to ROI in many different ways. The main strategic reasons for using them are: More effective risk management. Many countries are putting in place regulations […]
Blog
Intent Monitoring: Investigating Buyer Behavior
- The interest in intent (prospect behavioral) data is surging in the B2B market
- There are many types of behavioral data – truly understanding a prospect’s intentions may require more than one
- Intent data is the evidence of interest, and the more evidence marketers compile, the stronger the case for following up
Blog
Luxury Retail – Invest In Digital Transformation For A Successful 2018 And Beyond
Good news for luxury brands – Luxury will see continued growth for online sales and for in-store sales that are influenced by digital touchpoints, per Forrester’s newly updated Global Luxury Retail Sales Forecast 2017 to 2022. So that’s great – but, as we saw in our research last summer, many luxury brands still have work […]
Blog
#NRF2018’s Focus On Customer-Associate Engagement
At the packed NRF Big Show #NRF2018 in New York last week, many retailers looked at vendors touting new tech, including AI, AR/VR, and more, all in the name of improving customer experiences. But most of those same retailers know that, before leaping into that arena, they first need to bring existing systems up to […]
Blog
Content Consistency Culprits and Their Content Capers
- With an ever-increasing need for more content for a growing number of audiences, maintaining brand consistency and solution details is no easy task
- Consistency sins abound in B2B organizations – from the use of outdated product names to mix-ups in logos
- By addressing content consistency with a cross-functional process from the context of the content lifecycle, redemption is possible
Blog
Five Steps to an Annual Sales Force Automation Audit
- Maximizing the value of your sales force automation system requires value delivery for end users and the company
- Sales operations should conduct an annual audit of data entry requirements and mandatory fields
- Reducing data entry time has benefits in terms of sales productivity and data quality
Blog
A Lesson from the Bruce Springsteen/Richard Thaler School of Marketing
What do consumers, Bruce Springsteen, and a Nobel Prize laureate have in common? They all understand the concept of fairness. And they understand that consumers reward and punish companies based on perceived fairness. Nobel Prize winner Richard Thaler found that if a company raises prices or cuts wages for the sole purpose of better profit […]
Blog
The Customer Success Function’s Role on the Path to Value for Customers
- Delivering on value is a two-sided equation: anticipated outcomes and the customer’s success milestones
- Validating the customer’s definition of success is an essential first step in mapping out success milestones
- The customer success function plays a critical role in establishing these milestones and ensuring they’re monitored
Blog
Customer Experience Governance – Three Models
- There are three models that B2B organizations can adopt to maximize the reach and accountability of customer experience efforts
- Each governance model has unique pros and cons you should take into account when choosing the right approach
- All three models have a common set of imperatives to understand when adopting a governance approach
Blog
CXEurope 2017: Introducing the Values Based Customer
More than 5 years ago Forrester introduced the Age of Customer as a new 15 to 20 years era which saw the increasing customer empowerment in front of brands and companies. For companies, the first step in this era turned into improving the customer experience and the customer journey through an omnichannel strategy, identifying the […]
Blog
Watch Out Translators, Google Wants Your Job!
Google after second shot disrupting healthcare-and Apple-with Health 2.0 announcement Google made several announcements Wednesday around new hardware, software, and developer tools. Capitalizing on the demand for digital healthcare solutions, Google rolled out its HealthX API platform through Apigee at Health 2.0 in Santa Clara. The platform provides endpoints for developers to build HIPAA compliant […]
Blog
Luxury Brands Must Act Or Be Digitally Disenfranchised From Savvy Luxury Consumers
Luxury consumers around the world are embracing new technology and adding these digital touchpoints – including, of course, their smartphones – into their shopping behaviors. But overall, luxury brands have been far too slow to respond to their customers’ rising digital expectations. Luxury brands, tier one through to aspirational, are now scrambling to bolster their […]
Blog
Creating a Customer Health Score in Five Steps
- Customer health scorecards are vital tools for customer success leaders and teams
- Use customer health scorecards to detect and respond to issues that detract from customer relationships and loyalty
- Organizations must choose indicators that best determine the overall health of accounts
Blog
The Data Digest: Understand Emotion To Drive Technology Engagement
Thanks to the rise of empowered consumers, products and experiences that once seemed improbable, such as (literally) instant delivery, are now integral to our lives. But this era of innovation has also seen its fair share of flops: From Pokémon Go to Google Glass, technologies that looked like promising disrupters stalled quickly or generated more […]
Blog
Three Concepts for Data-Driven Adaptive Content Delivery
- B2B buyers control the buyer’s journey, and the content experience must adapt to individual interactions
- A data-driven approach to content and delivery mechanisms provides a personalized experience tailored to the individual buyer
- Content assets and delivery mechanisms respond and adjust to individual profiles, previous interactions and known preferences
Blog
AI Will Fundamentally Transform Customer Service
AI improves the economics and capabilities of everything around us. Amazon and Netflix recommend products based on our history, Yahoo and Facebook tag photos, Waze and Google get us to our destination more effectively, Lyft and Uber precisely communicate arrival times of our drivers. Consumers are starting to expect intelligent experiences – personal, contextual to […]
Blog
Lessons From the 2017 Customer Engagement Programs of the Year
- At the recent Summit, we presented three awards in the categories of channel engagement, customer marketing and customer experience
- SAP, Kronos and Oracle took home awards in recognition of their exceptional work over the past year
- Successful customer engagement strategies require taking a holistic look at the customer journey and what the organization must provide
Blog
Tech Interview Spotlight: Customer Advocacy
- Customer advocacy technologies can help organizations better manage the entire advocacy process
- Spencer Duncan from Ceridian discusses his organization’s experience in a recent interview
- When evaluating platforms, consider integration with existing internal systems
Blog
Customer Engagement: The Range of Responsibilities Defined
- Customer engagement is a new function in most organizations, so executives are trying to determine which elements to include
- Customer experience, customer marketing and customer success should have distinct responsibilities – but these often become muddled
- It’s important to understand common missteps when implementing customer engagement to be able to avoid them
Blog
Namaste, Customer Engagement
- Customer engagement, like yoga, must use a continually evolving approach
- If you invest in your customers, they will become your new sales force
- As buyers become customers, their personas change, as do their needs