Customer relationship management applications are failing to help enterprises deliver the kinds of experiences customers want and need, the chief information officer of ServiceNow told a local Canadian user conference on Tuesday. In a keynote presentation that focused on ServiceNow’s recently-introduced mobile app and the “New York” release of its flagship suite, Chris Bedi said […]
As a Chief Product Officer for a B2B, promotion may not be top-of-mind when you are in the conception and development stage. But, this is a good time to talk to your public relations (PR) team members. Sure, they will take your product and promote it once it’s ready to launch, but it’s important to […]
Eric Gilboord has worked with hundreds of small and medium-sized business owners for nearly a quarter century. He is a management consultant, speaker, and has written hundreds of articles, seen in national newspapers and magazines. He worked in ad agencies for nearly two decades, until he began a marketing consulting firm Soho Marketing in 1994. […]
B2B companies that offer customer service primarily through e-mail and chat can get a better sense of their emotional state through a sentiment analysis feature TeamSupport is introducing to enterprise versions of its software. Dallas-based TeamSupport said the sentiment analysis functionality will be based on the natural language processing (NLP) technology used by IBM’s Watson […]
The concept of ‘fanatical support’ may be one of the best known brand attributes at Rackspace, but its new chief marketing officer wants to make the managed service provider equally known for providing an overall more radical experience with cloud computing. Earlier this month Rackspace, which is headquartered in San Antonio, Tex., announced Mark Bunting […]
If love is the outcome, could you please rework the feature set? I hope the great comedian Lily Tomlin doesn’t mind me adapting one of her most famous lines, especially when I could have just echoed Tina Turner instead. When you’re marketing a B2B brand, what’s love got to do with it? Most of the […]
We tend to think of social media services as public forums where everything we say or do is visible, but the CEO of Conversocial predicts a rise in the use of private messaging functions will soon change the way businesses solve some of the most sensitive customer service challenges they face today. Conversocial, which has […]
Understanding the customer service industry and its unique relationship with technology can be a challenge. This difficulty primarily stems from the fact that both employees and customers interact directly with customer service technology every single day. It’s not simple server management technologies handled by a small, sophisticated networking team. Making sure all customer service solutions make sense […]
Nearly 90 per cent of those making B2B purchases believe they’ll be offering products by 2022 that customers will mainly buy through e-commerce rather than a traditional sales rep, according to a research report from CloudCraze. In a look at how e-commerce will drive revenue growth outside of the consumer segment, Chicago-based CloudCraze, which offers […]
Opening a shop is easy but keeping it open is hard. If you’re an entrepreneur you can relate to my situation. I was about to lose all hope. My second venture failed massively. Sometimes, failure gives us a new perspective. And that is what got me going on my third venture. I sat down in […]
More than half of consumers across the U.S., Europe and Canada say company websites and e-mail remain their go-to channels — a sign one CMO Council exec says the “arrogance” of B2B marketers must come to an end. In The Customer In Context: Understanding The Real Expectations of Today’s Connected Consumer, the CMO Council and SAP […]
The days of bypassing social media marketing have long passed. Today there isn’t a business, organization, government agency or a corporation that doesn’t have a presence on a social media channel. Unlike the traditional ways of marketing social media forces a dialogue, or a two-way communication to transpire. Marketers take social media networking seriously. Therefore […]
Given that the simple key to success of any startup is your ability to sell what you make, here are five critically important tips as to how startups can really make their sales machines fire on all (or at least more) cylinders. 1. Talk to accomplished sales professionals who know nothing about startups or your […]
Last November, during the Web Summit in Lisbon, David Marcus, VP of Messaging Products at Facebook, asked the following question: Who wants to call a brand? He was referring to the ordeal of having to get in touch with a customer service apparatus. Very often, this process is time consuming, stressful, and leaves the customer […]
In the age of social media it’s easy for anyone to post a scathing critique or a shining review of any company they interact with daily. Whether it’s a Yelp review, a tweet, or a Facebook post, clients can easily share their opinions on your business. But what do you do when angry clients post […]
Although more and more businesses are entering the world of knowledge management, a great number of business owners are still skeptical about using a knowledge base system. They continue to use old strategies for sharing their content, both within their business organization, and with their customers. They choose the path of least resistance, because it […]
B2B buyers have changed. Shaped by their consumer expectations and enabled by technology, B2B buyers demand a consistent, personalized experience at every stage of the customer journey. Although B2B sellers have progressed developing digital touchpoints, most struggle to weave them into existing channels and create an engaging, seamless omnichannel customer experience. Using a recent report […]
Twitter is taking aim at customer engagement and personalized brand marketing with the release of a new report, the “Customer Service on Twitter Playbook”. It look at how customers are engaging more with brands on Twitter, especially for customer service issues (or social care, as it’s also known), and how brands are responding to those requests, […]
Regularly B2B marketers are tapping into their audience for data that they’ll then use as fodder for any number of marketing strategies. Such data could help inform infographics, blog posts, white papers, webinars, etc. Thanks to surveys, they can produce content that answers questions their readers have, and they’re engaging with buyers to let them know they’re interested […]
Guest post by Brian Crotty, Chief Operating Officer at Broadview Networks All successful companies experience change and a natural evolution as they grow, whether that includes mergers, reorganizations, a new product niche or shifting business goals. As businesses continually redefine what makes them successful, it is vital that they regularly source customer feedback as part […]
