Michael Lowenstein | October 07, 2014
Much of what I've learned over the years about sales, marketing and customer service has to do with the critical importance of customer data, and how those data are converted to actionable insights. It's how companies generate the right customer data, manage and share data the right way, and use it at the right time. It's also how they use data to the best effect, to optimize loyalty and profitability, that makes them successful, or not, on an individual customer basis. Culture, leadership, and systems will facilitate effective information gathering, storage and application; and, CRM, CEM, ERP, or other acronyms notwithstanding, it's
March 11, 2015
There's what you read - designed to sell page views for trade journalists - designed to sell research, consulting projects, and products/services for vendors, consultants, and researchers.Then there's reality.Baby Boomer retailers are being cut-off from younger generations. We've observed this trend over and over and over again (Kresges, Gimbels, Montgomery Wards back in the day). The trend is repeating today.A modest amount of sales are moving out of stores, into the online channel.Albeit modest, those sales moving online from in-store render the bottom third of the retail portfolio unprofitable among Baby-Boomer-centric retailers.Meanwhile, startups use mobile/social to cheaply grow, to build
Big Data, Small Data, Clean Data, Messy Data
Stephen H. Yu | March 12, 2015
Don't do it just because you can. No kidding. … Any geek with moderate coding skills or any overzealous marketer with access to some data can do real damage to real human beings without any superpowers to speak of. Largely, we wouldn't go so far as calling them permanent damages, but I must say that some marketing messages and practices are really annoying and invasive. Enough to classify them as "junk mail" or "spam." Yeah, I said that, knowing full-well that those words are forbidden in the industry in which I built my career.