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Amazon’s $4 Billion E-Commerce War Chest

February 7, 2013

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The Number of Marketplaces

Forrester Research senior analyst Andy Hoar delivered a fascinating keynote at the Rakuten Linkshare Symposium last week.  His theme was the continuing evolution of e-commerce and the insights he brought will have a lot of consequences for the performance marketing sector. Some of his points restated things that anyone that has been paying attention already […]

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Let’s Call it ‘Anti-social’ Media

August 2, 2012

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I’m confused why we refer to this world of Facebook, Twitter, LinkedIn, Foursquare, Pinterest, YouTube, Google+, MySpace, etc., as “social” media. From everything I’ve experienced, it should really be called “anti-social” media. The sad reality is that social media has devolved into a series of faceless and impersonal interactions through PCs, smartphones and tablets, whereby […]

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CRM and the Move Toward Preconfigured Solutions

June 28, 2007

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This paper looks at the merits of preconfigured solutions in CRM and whether or not the absence of customization is actually harming customer service. The disconnect between customer relationship management (CRM) applications and the reality of customer experiences will also be examined. As technology and automation become more pervasive, the customer is feeling more alienated […]

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CRM Without Compromise: A Strategy to Outsmart and Outgrow Your Competition

June 28, 2007

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Investments in CRM applications have produced a broad spectrum of results. Some companies experienced dramatic increases in revenue and customer satisfaction along with significant cost savings, while other companies have experienced limited returns and disappointing results. The benefits would be greater if more companies took CRM to the next level by designing their CRM strategy […]

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Making the Pivot: The New Playing Field of Customer Experience Management

June 28, 2007

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The very best athletes shift the momentum of the game at critical moments, and as spectators this pivot can take our breath away. Nearly any sports fan can recall a game-changing play that enabled the team to take the upper hand and demoralize the competition. Businesses today need to be equally agile when managing their […]

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Microsoft® Dynamics – CRM As a Solution Platform

June 28, 2007

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A Powerful New Paradigm for Application Development

Microsoft Dynamics CRM has grown in popularity with businesses and organizations of all types because of its ease of use and effectiveness as a traditional customer relationship management (CRM) application.

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Nikon”s Journey to Leadership

June 28, 2007

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Nikon’s implementation of its customer experience management strategy demonstrates the power of knowing your customers. It also shows the importance of understanding their needs as well as what motivates them to continue doing business with you. With revenues of more than $5.9 billion, the Nikon brand is respected globally by consumers for its innovations in […]

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Unlock the Value of Content to Transform Online Business

June 28, 2007

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Businesses today face a radically complex market landscape that presents many challenges: rapidly changing consumer preferences and expectations, an explosion in social computing and a dramatic shift in sales and marketing investments to the mobile and online worlds. To succeed, organizations must transform their online strategies by capitalizing on new ways of attracting and engaging customers.

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Business-Specific Solutions With Experience Built In

June 28, 2007

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Infor delivers integrated enterprise solutions as well as best-in-class stand-alone products that help our customers meet the essential challenges they face in today’s competitive global economy – challenges related to their supply chain, customers and suppliers, workforce, assets, product life cycles, operational and business performance and more – so they can prepare for the future […]

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