Customer Data

The marketing technique called clienteling is used by retail workers to establish long-term relationships with key customers. When applied to e-commerce, the practice is based on having access to data about their preferences, behaviors, and purchases. A relatively new variation of this concept is di...

The build-versus-buy decision is an important one. Companies have been making similar choices about their technology stacks for decades. When it comes to customer data platforms, however, some organizations are rushing to make a determination. There are some important questions to ask before making ...

A lot of time and treasure has already been spent on "going digital" with no clear understanding of what that should mean. But going digital should, at least in part, mean taking full responsibility for turning a business' mountain of customer data into usable information that advances the company m...

Across all businesses, the entire C-suite leadership team is looking to validate an experience management program by asking one question: what is the financial impact of my CX investment? Making a business case to the financial leaders of your company means that you have to be prepared to answer any...

With most workers continuing to work remotely, CRM has become an important tool for managing relationship risk. Financial firms have to deal with market and operational risk, consumer retailers have to focus on supply chain risk, and all companies have to keep an eye on economic risk. Relationship r...

Monitoring and maintaining your data is an ongoing, strategic process. By educating your CRM users -- and making their data entry process as easy as possible -- you can ensure that better-quality data will be entering the system. Here's how you can give your company a true advantage -- and empower e...

Oracle's continued strides in the tech space say a lot about perseverance and deep pockets. It was a darling of the 20th-century tech era, rising from a startup in the database wars and becoming the sole surviving independent database company. But at some point, success leveled out its rise, and it ...

New studies reveal how solid personalization in marketing drives brand loyalty. However, consumers still feel that brands fail to do enough to recognize them as individuals.

Marketers at B2C companies realize that personalization is key to business, but they are having problems implementing personalization strategies, according to a recent survey by Adweek Intelligence in association with IBM Watson Advertising.

In a CRM situation, an algorithm that gets the right answer is accurate and nice (we got the deal!), but if the business process supported by CRM has a lot of returns or unhappy customers, it's not very precise.

Customer attrition and churn are not new problems. Anyone who has spent time in the sales world has heard statistics around the cost of acquiring a new customer. It can be five to 25 times more expensive to acquire a new customer than to retain an existing one. More importantly, improving your cus...

Does your customer relationship management strategy have what it takes to reach Generation Y? It's estimated that by 2021, an additional $394 billion in revenue could be gained from artificial intelligence adoption in CRM activities in the U.S. As companies grow and technology evolves at a faster-th...

In today's evolving business environment, every operational decision is critical -- and that includes best practices for managing the customer journey. The customer relationship management platform is an integral part of the process.

E-commerce business leaders are already thinking ahead to the holiday season, and they want to answer one big question: What can we improve over the next 10 months to generate the most value during the holidays?