mThink

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 [...]

With the release of the iPhone5 and iOS6, attention has become focused on the competition between Apple and Google for local and hyper-local search dollars. The iPhone has relied for years on Google’s mapping service and data, but with iOS6 they have introduced their own Apple Maps service. The problem is that Apple’s alternative is [...]

Two and a half years ago, a team of marketing executives met in their downtown Atlanta headquarters to chart the future of their brand in the uncertain frontier of interactive marketing. What makes the story unusual is that the brand is one of the most recognized trademarks in the world, with a market value of nearly $100 billion. Even more remarkable is the nature of the online initiatives that were set into motion and are only now starting to come to fruition.

Customers want the best your company has to offer. To deliver, you need an integrated customer experience across all touch points throughout your organization. This requires a complete and consistent view of your customers. First-generation CRM promised these capabilities but has often fallen short. Historically, high cost, complexity and drawn-out implementations contributed to nearly a [...]

Proven to Deliver Customer Intelligence for Marketing, Sales and Service In a business climate that punishes the inefficient and slow-moving, enterprises need agile strategies, clear-sighted decision making and the ability to focus scarce resources on the activities most likely to drive success. SAS helps you achieve all these goals, with integrated software and services that [...]

After wrestling with first-generation customer relationship management solutions that were difficult to use, customize and integrate, organizations have learned the importance of having a CRM solution that is flexible enough to fit the way they do business – a solution that enables improved customer loyalty and profitability and supports innovation across the whole organization. This [...]

Customer-first. Customer-focused. Customer- driven. Customer-centric. Customerobsessed. The words have been bandied about in the management lexicon in the last few decades as though each new wave of strategists were the first to realize that revenue comes … from customers. That fact seems self-evident, but what has been less clear is how to fully capitalize on [...]

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 [...]

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 [...]