Category: Comments & opinions

The global CRM industry is expected to swell to $36.5 billion by 2017 as more companies use this software to harvest data, generate leads and improve their bottom line. Despite this exponential growth, many marketers don’t know how to utilize their software, leading to frustration when CRM doesn’t provide the results brands expect. Simple CRM mistakes could cost you, leaving you with a system that produces inaccurate data and ineffective analytics. Here are three common CRM blunders and how to avoid them. 1. Ignoring Social Media Integration Choosing a CRM…

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Renowned internet pioneer and American engineer late Douglas Engelbart once said “The digital revolution is far more significant than the invention of writing or even of printing.” It’s marked the beginning of a new era in world history. Consumers across geographies have made their support to digitalization loud clear with increase in online purchases of products and services across sectors from groceries and clothes to flight and hotel bookings. In short, digitalization has swept the world off its feet. Are banks lagging behind in this transformational race? “Well don’t judge…

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True 5 G mobile networks and devices won’t be here until 2020. That may seem like a long time to you or me, but for the carriers and network equipment makers it’s time to get cracking. There are field trials going on at most major network vendors and operators, and a number of demonstrations show how network equipment makers think the next generation of mobile will work. The mobile industry’s been through this before, but this time it’s better prepared than ever, according to people who helped define revious generations.…

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For all the credit technologies like social media, texting, and email get for bringing people closer together, they have also, to some extent, replaced physical closeness. While this may be beneficial for those of us looking to stay in touch with friends and family members hundreds or thousands of miles away, these new methods of communication may be something of a double-edged sword — as we spend more time online, how much less time are we spending with each other? Luckily, there’s now a wearable to answer that question —…

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Development of digital technology enabled the launch of new platforms and channels for communication with consumers and changed how brands connect and create value with them. Marketing universe is changing from mass markets to customer networks. New possibilities have arrived for much more emotional brand experience and 24/7 interaction via multiple channels simultaneously. Companies have exploited this opportunity by reaching for a huge auditorium of consumers on social media, fan groups and other web pages. They used paid advertisements, educational (promotive) writings and audio content. New sea of opportunities has…

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This past year, I’ve been inspired by our customers, partners, government leaders and people driving change in their communities around the world.  Each of them are eager to renew growth and make a greater impact on society, but they’re faced with the realities of today’s markets and constraints. To move forward, businesses of all sizes, in every industry, are pursuing transformation with digital technology. This week, at Envision, we’re sharing our perspective of where technology is headed — its impact on society at large and on business specifically. Much of…

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Microsoft CEO reveals how software bots have the potential to drastically simplify customer dealings with businesses in his keynote to the Microsoft Envision conference. Companies that want to give clients the best possible customer experience should build a bot, according to Microsoft CEO Satya Nadella. Bots are software agents that can have conversations with customers or other bots and automate tasks such as hotel booking or order delivery. In the future, these bots will greatly simplify our dealings with businesses, he said. “Think of bots that you will build as…

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Uber was created in 2009 and is now known all around the world. AirBNB was created in 2008 and offers more hotel rooms than any hotel chain. What makes such companies different? They are service brokers. The job of Uber and AirBNB uses IT technology to link people together.  These companies don’t have an IT department, yet their business totally relies on information technology. Business is IT and IT is business. They worked hard at a great customer experience and developed the applications and infrastructure required behind that.    Some…

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Social is a whole different breed these days. Everyone is attached to their smartphones, tablets and connected devices, and they’re staying connected 24/7. Learn how your Customer Relationship Management (CRM) software can be your company’s best social friend in the connected marketplace. The Rise of Connection According to the Deloitte 2015 Global Mobile Consumer Survey, 70 percent of consumers worldwide own smartphones, 51 percent own tablets, 14 percent own wearables and 9 percent own all three types of mobile devices. Consumer use of these devices takes up the majority of…

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With every .brand that is launched onto the web, the industry watches closely to examine their strategy, analyse their success and evaluate whether the approach can be replicated and learned from. We’ve seen a wide range of launch strategies in recent months, from the full transition of www.barclays.com to www.home.barclays, to the BNP Paribas online banking sites, to the promotional site www.play.afl for the Australian Football League (AFL). By launching home pages, major commerce platforms or significant promotional and initiative-based sites on .brand domain names, these organisations are making a…

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