Social CRM

More consumers are shopping via phones and other mobile devices, and companies that use chat with commerce are reaping rewards while improving the customer experience. New commerce research reveals that at least two-thirds of firms using chat apps such as WhatsApp and WeChat see greater commerce gai...

ANALYSIS

It’s Still a Young CRM Market

The IDC CRM market share numbers are in for 2019. For the seventh consecutive year Salesforce leads the pack, this time with 18.4 percent of the market. Other big vendors trailing the leader include, SAP, Oracle, Microsoft and Adobe. After 25 years of competition, the runners-up have a combined sha...

RESEARCH

Improving Company Performance

A recent study found that businesses across North America are led well and staffed with people who are engaged in what they're doing. But technology is barely adequate -- and because of this, managers should devote their attention to improving systems whenever they think about how to improve overall...

INSIGHTS

Cultural CRM-ization

You can reduce the story of CRM to a lot of things, especially its many component parts. Social networking, cloud computing and analytics are mentioned often. We don't need an exhaustive list, but if we stop there we miss a lot.

EXPERT ADVICE

How Social Selling Changed the Buyer’s Journey

Social selling has changed how online consumers are interacting with and buying from e-commerce businesses. Why? Because it's had a huge impact on the buyer's journey as a whole. Today, we live in a digital world, and this means the consumer has the upper hand, thanks to the growth in e-commerce and...

There were 4,521,480,071 Internet users as of Dec. 1, 2019. A month later it was closer to 5 billion users. A decade ago there were fewer than a billion social network users. That's worldwide. That user growth has been a leading indicator of the rise of alternative social networking platforms. Marke...

In order for SMBs to compete with larger firms when it comes to customer reach, they need to approach their marketing plan with a strategic mindset. Marketing automation not only provides important opportunities for interaction with the customer, but also saves time.

Consumers are on social media constantly, scrolling through posts from both friends and brands. Many have begun clicking on some of those brand posts and making purchases. "Social commerce is becoming increasingly popular for brands," noted Darin Archer, chief strategy officer at Elastic Path. "Even...

The Federal Trade Commission announced settlements of a series of fraudulent marketing charges against two high-profile firms. The actions taken make it clear that anyone who engages in similar illegal behavior will face enforcement action, the FTC said. In the first case, Devumi agreed to settle th...

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