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 knows: mobile is … [Read more...]
Let’s Call it ‘Anti-social’ Media
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 … [Read more...]
Report: Rakuten LinkShare Performance Marketing Study Uncovers Strong Growth Opportunities in $4.5B Industry
Press Release NEW YORK CITY – June 26, 2012 - Rakuten LinkShare today announced the results of a study it commissioned by Forrester Consulting on the direct and indirect value of affiliate marketing. The report, “Affiliate Marketing – The Direct and Indirect Value that Affiliates Deliver to Advertisers” explores how affiliate marketing sites are meeting the needs of today’s … [Read more...]
The Interview: Wikia CEO Jimmy Wales
The cofounder of the web’s fourth-largest site tells what’s wrong with our notions of performance-based advertising and user-generated content. It’s hard to say which is more surprising: that the fourth-largest website has only two dozen employees or that it doesn’t make any money. But one thing that almost never raises an eyebrow about Wikipedia.org is that it’s outrageously … [Read more...]
Avaya Customer Interaction Suite and Enhanced Self-Service Keep Race Fans in the Driver”s Seat
With centralized contact center reporting across all locations, you can learn about the business how to improve a revenue stream, how to run the business more efficiently and how to appeal to various customer needs. With centralized contact center reporting across all locations, you can learn about the business â how to improve a revenue stream, how to run the business … [Read more...]
Making the Pivot: The New Playing Field of Customer Experience Management
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. The very best athletes shift the momentum of the game at critical moments, and as spectators this pivot can take our … [Read more...]
Winning Back ”Lost” Customers: Who Do You Woo – and How?
How many customers does your company lose every year? If youâre like the average company, up to 40 percent of your customers walk out the door and never come back. Whatâs worse, the âaverageâ business is totally oblivious to its actual churn rate â so it does nothing to correct the problem. Even companies that do track customer defection rates usually assume a … [Read more...]
Transform Customer Data Into Profit
A unified platform for analytics that can provide synergistic insights across marketing, sales and customer service is the key to achieving maximum value from customer relationships. 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 … [Read more...]
Q&A with Brian Gramer: Marketing Automation Software Allows Companies to Manage, Design, Automate and Analyze Integrated Marketing Campaigns
Marketing automation software allows you to perform both campaign management and execution. It helps marketing executives plan, create, manage, execute,automate, track and analyze their entire marketing portfolio from one central business system. Unlike email-only point solutions orCRM solutions, best-of-breed, on-demand marketing automation allows you to manage and execute … [Read more...]
Customer Pyramid: A Proven CRM Strategy
Customer marketing is a business method that uses process control techniques to measure, manage and improve customer performance and customer focus. Seventy percent of CRM projects fail to deliver positive results. The trade press and analysts have been repeating this fact for a number of years. But is it true? CRMGuru, a CRM portal, decided to find out. It commissioned a … [Read more...]