Customer Intelligence Blog
Evolving relationships for business growth
Back in 2001, when I started working in the enterprise marketing software business, customer relationship management or CRM was seen as the cure all from a sales and marketing perspective. “If only we could more quickly send direct mailers offering a buy one, get one video rental, we could corner the
My smartphone’s alarm clock app recently did something it’s never done. It failed to go off. I slept through my exercise class. Grrrr! After texting an apology to my trainer, I looked online for a solution. Google knows everything, right? I found the answer in an online support community, tweaked
Privacy is a perennial issue. Whether it is a data breach at the IRS, deliberate leaks such as the Panama Papers or simple non-compliance of data rules, privacy is a regular source of news stories and concern to those responsible for managing personal data of any kind. The Internet of
In my first post, I discussed the importance of brand equity and its relationship to good customer experience. Consider this scenario of an organization where brand equity was negatively impacted by a fractured customer experience. In this case the “brand” is the corporate brand.
When it comes to strong brand equity, everyone in the organization has to have a seat at the table. Brand equity is the result of positive interactions and transactions between the consumer and brand – across all touchpoints and all communication channels. It is built over time by brands being
There's no doubt that artificial intelligence (AI) is here and is rapidly gaining the attention of brands large and small. As I talk to customers and prospects, they are interested in understanding how AI and its subcomponents (cognitive computing, machine learning, or even deep learning) are being woven into various