Today’s hyper-competitive world breathes ROI. Every marketer conducts a thorough analysis of which channel (social media, paid searches, ads, email and others) works best in delivering leads and achieving revenue goals. In reality, this is easier said than done. Even though we admit that social media has become ubiquitous, a recent study conducted by Abode […]
Customer Lifecycle Marketing, Customer Relationship Management
Use Exchanges and Refunds to Your Advantage
The online marketplace is becoming highly glutted and increasingly competitive. So, what makes an e-business more attractive? The answer is obviously providing a better customer experience. But, with technology helping to level the playing field, how can you beat the customer experience that a competitor provides? A February 2012 survey conducted by UPS and comScore of more than […]
Marketing automation software is an incredible tool. And, yes, it makes a marketer’s life easier. But, don’t let yourself fall into the trap of considering it to be an end-all solution. Marketers who consider their work done when they have an automation software in place are in for a rocky ride. The most crucial part […]
Customer Lifecycle Marketing, Customer Relationship Management, Lead Nurturing
The Importance of Personalized Marketing Campaigns
Today, marketers are caught between the pressures of fickle customers and a hypercompetitive business environment.They are forced to engage the customers one-on-one, based on their terms of engagement. But, do efforts at customization and providing personalized marketing solutions provide any significant benefits? A survey conducted by SAS and Leger Marketing in May 2012 among Internet […]
Segmentation provides incredible insights about the prospect and the customer. But, the effort and cost that go into segmentation is normally pretty high. How can marketers pursue customer segmentation relentlessly if there is no reliable way to measure its ROI? There are many segmentation tools available in the market, but these tools merely automate the […]
Customer Lifecycle Marketing, Customer Relationship Management
The Importance of a Seamless Touchpoint Experience
Customer experience is considered a top strategic priority by 93% of the respondents in a Forrester’s Q4 2011 Global Customer Experience Peer Research Panel Online Survey. With the multitude of touchpoints available today, most customers are often split between the many choices. Most often, they end up accessing the internet using the touchpoint that is […]
Is the drive to apply quality management tools always a good thing? Not always, as many organizations have found out the hard way. Most of the popular quality matrices, such as Six Sigma, focus on standardization and averages. While this makes sense in a factory or plant layout when dealing with inanimate materials, application of […]
Customer Lifecycle Marketing, Customer Relationship Management
The Challenges of Customer Feedback Management
The importance of gathering customer feedback can never be understated. That being said, collecting feedback is only the beginning. The important thing is the execution or following up on the insights provided by the feedback. In the Gleansight benchmark Report on Customer Feedback Management conducted in November 2011, 84 percent of the top performers said […]
Technology has opened up new channels of communication, but email still retains its dominance in the marketplace. Forrester Research estimates that 89 percent of marketers rely on emails as the primary channel for lead generation. Communication through email dominates other stages of lifecycle marketing as well. However, the delivery rate is a pressing problem. Marketers […]
Customer Lifecycle Marketing, Customer Relationship Management
Successful Engagement Strategies in a Customer Centric World
Today’s customers meet marketers on their own terms, and expect to receive a high level of professionalism and real-time commitment. The modern marketer needs to succeed under these new engagement paradigms, where the customer is in control and very often makes new demands at the point of engagement. Success often depends on personalization, relevance, and […]