CRM

Consumer and Retailer Marketing Opinions Towards One Another Don’t Add Up
June 3, 2019 at 11:44 am

There's pressure for brands to compete on customer experience (CX) in nearly every industry. Retail marketers, in particular, are pressured to meet growing expectations from today’s empowered customer for an experience tailored to their preferences at every stage of their specific journey. For retailers, this change may seem daunting, as companies must update their business…

Customer Lifetime Value: The Most Underutilized Relationship in Marketing
May 30, 2019 at 9:12 am

Simply put, brands are addicted to customer acquisition. Driving net new sales and acquiring new customers is often the primary key performance indicator (KPI) for any given marketing campaign, leaving little to no resources devoted to the actual key business driver: repeat customer acquisition and lifetime value (LTV). Whether they’re selling to consumers, businesses or…

The Evolution of Post-Purchase Solutions to Create a More Holistic Customer Journey
May 29, 2019 at 8:56 am

With the importance of customer experience (CX) firmly entrenched in their psyche, most successful retailers now understand that if they want to retain customers long term, they need to think about what happens after shoppers hand over their credit card numbers. These retailers get that they need to think about customer journeys and not one-off…

A Single Customer View is the Key to Data-Driven Engagement
May 9, 2019 at 10:25 am

You may be under the impression that the more technology you use for customer engagement, the more information you're gathering about your customers. However, more data doesn't necessarily mean better data; in fact, more data coming from different sources makes analysis and action far more complicated. Data from one solution might be telling you one…

The Smartest Ways to Build Trust With Your Customers Online
April 17, 2019 at 12:15 pm

Good relationships, including the ones between a business and its customers, are built on trust. Consumers need to feel confident that they're being told the truth and that a company’s products will match up to its claims. Furthermore, in today’s cyber society, many customers are highly concerned about the safety and security of their private…

Retailers: Don’t Judge Consumer Habits, Evolve With Them
April 17, 2019 at 10:53 am

The retail landscape is unrecognizable from what it was just 10 years ago. Innovative technologies like the Internet of Things (IoT) and automation coupled with constantly shifting consumer preferences have resulted in retailers needing to evolve more rapidly than ever. It seems that nearly every day we’re hearing about another retailer that has had to…

New Study: Gap Between Consumers and Retailers Shows That Basics Matter
April 5, 2019 at 9:21 am

For the past decade, I’ve worked closely with retail organizations through a consistently changing landscape that has always been dictated by new generations of consumers. Over the years, I couldn’t help but notice that there seems to be a vast gap in perspectives between the retail executives I talk to and today’s consumer. A new…

Rude Employees, Missing Packages, Bad Service: Why Customers Ditch Stores
April 2, 2019 at 9:49 am

Retail has always been a tough game, and increasing demands on brick-and-mortar to differentiate from e-commerce has only made it harder. With more options than ever before, consumers have their pick of the litter, online and offline. Bad experience at one store? Plenty more to try instead. But what drives away customers? Qualtrics recently conducted…

Quality CRM Data the Key to Improved Sales, Customer Retention
March 18, 2019 at 12:03 pm

Measuring business success has always come down to revenue. Although customer relationship management (CRM) data hasn’t always been a large part of the conversation around what drives those numbers, the fact is it can have one of the most profound and positive impacts on business success. I’m able to confidently say this because CRMs hold…