The Anatomy of Growth: Five pillars to fuel dynamic growth in your organization
Running a successful business is hard. According to a recent survey, 59% of small business owners believe that it’s actually harder to do business today than it was 5 years ago. That number seems small to me. It’s no wonder. According the the 2011 SHIFT index, competitive intensity has doubled … Read More»
How the Digitization of Everything is forcing CMOs and CIOs to evolve
We’ve talked in the first two posts about how the digitization of everything is disrupting marketing and changing the face of commerce. Organizations are having to change the way they operate, and that’s causing roles in the C-suite to evolve. The digitization of everything is doing three primary … Read More»
Tech vendors Microsoft and Verint bolster knowledge and customer interaction capabilities
2104 got off to a bang today as Verint acquired Kana, and Microsoft is acquiring Parature. Both Kana and Parature enable companies to have better interactions with their customers by providing relevant answers to customer needs across channels with speed and accuracy. Verint is an … Read More»
How the Digitization of Everything is Impacting the Customer’s Journey
For nearly a century, the buyer’s journey was relatively linear. Advertising messages distributed across a few mass media outlets were the primary method of spreading awareness. Purchase consideration generally occurred by reading product brochures and conversing with salespeople, friends and … Read More»
The Top 13 posts of 2013 – part 2 (The top 6)
Below are the top 6 posts of 2013 by page views and visits. 1. Is the customer always right? Are they? Let's explore. 2. What will CRM look like over the next 5 years? A glimpse ahead at what's coming down the pipe. 3. Everybody's talking about customer experience. Customers … Read More»
The top 13 posts of 2013 – Part 1
It's hard to believe 2013 is coming to an end and 2014 is ready to begin. Here's a quick look at the most popular posts that were published in 2013, measured by overall traffic. 7. When our neurons are connected to the net Looking ahead to the deeper integration between man and machine, … Read More»
Triumph through the Blizzard: Conquering the unexpected
Last Saturday, my son played in his first flag football game. It was pouring rain. It was cold. It was awesome. Nervous and shivering at first, a little enthusiasm and the kids were loving it. It sparked a later conversation about whether I'd played in rain or snow. It was fun reliving the memories … Read More»
The Digitization of Everything and It’s Impact on Customer Experience
It’s 10:30 in the morning, and her Jawbone buzzes. Jane is notified that she’s been sitting too long, and her meeting is ending anyway. She rises up from her booth at the coffee shop, bids her associate good bye, and walks through the mall towards the parking lot. Her device reminds her that she’s … Read More»
Dreamforce 2013: What Salesforce1 actually means
Dreamforce is a circus. It's a human phenomenon. On many levels, it makes no sense. Is there really such a center of gravity that over 100,000 people would care to pay attention and invest time, money and resources in attending a software vendor's user conference? Maybe if Green Day, Sean … Read More»
From Analog to Digital: Becoming the Most Valuable Node
Leaders face an increasingly complex challenge, or series of challenges. Many of them have spent their entire lives understanding how the world works; honing and perfecting their trade. Now, they are confronted daily with an onslaught of new buzzwords, acronyms, and technologies which … Read More»
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