Strategy

To help thrive through challenging economic downturns, let's delve into the significance of maintaining superior customer experience, re-evaluating spending cuts, and focusing on customer retention, employee experience, and data analytics.

The Trusted AI Layer that Salesforce is aggressively building and deploying is significantly different from the AI and large learning model (LLM) approach that much of the industry relies on today.

Legacy CRM systems may obstruct the path to business growth and enriched customer experiences. Modern CRM platforms, with a focus on customer retention and prospect conversion, are no longer optional to achieve business success.

Oracle has waxed and waned over the years about the benefits accrued using an integrated suite of applications instead of opening up to a slew of best-of-breed apps. They're back now, peddling the idea of a unified suite in marketing.

We spoke with Unitea CEO Ketan Rahangdale about the intricacies and the impact of Web3 on marketing strategies and the role engage-to-earn plays in customer engagement.

Intent data is becoming an increasingly important tool among B2B organizations and retail marketers. In fact, 62% of companies now use one or more intent data solutions. Yet, as a new product category, intent data can be complex.

We can at least prepare for an uncertain economic future if we remove the blinders that lead us to believe that tomorrow will be an exact replay of today. Profitability and more long-term thinking should go hand in hand. It looks like a framework for this is on the horizon.

A recent study revealed that 90% of businesses are willing to pay more for better customer service. However, they will pay more elsewhere if satisfaction takes too long.

Generative AI's appeal stems from the potential to lower costs (labor) while maintaining close customer relationships. Hence, CRM vendors are all over it, like junkyard dogs.

It's vital to stay ahead of the activists and to act before they force your hand, even if the results will be very similar. Staying ahead means possibly keeping some activists off your board of directors.

Attention retailers! Are your stores ready to get phygital? A successful phygital retail strategy blends the useful elements of the in-person customer experience into the digital sphere interchangeably.

Implicit in the failure idea is that you succeed now and then, and it’s only to get to the successes that we seek fast failure. If it ain’t gonna work, let’s be done with it and try something else.

Maybe it's time to reinvent the corporate research lab for IT in the 21st century. If Salesforce isn't a good pick to bring back the corporate research lab, I don't know who could. I think Bret Taylor could run it, which might be a greater use of his prodigious talents.

Building emotional loyalty with customers and employees might be the secret to long-term business success. One way a brand can measure emotional loyalty is to use tools such as customer analytics, which measures customer sentiment.