Analytics

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.

Quantifying an opportunity to gain the ability to forecast and call a revenue number is largely the sales team's responsibility. But often, those forecasts are flawed.

Zoho Marketing Plus is an attempt to bring things back into focus so that SMBs can do the same things in marketing that larger companies do with more labor. You might call this the second democratization of information.

One bad consumer experience can cause a customer to stop using a product, which is why the customer journey revolution is taking center stage at smart businesses. While customer experience analytics can rescue businesses struggling to effectively manage their customer journey, real-time insights are...

Intuit on Monday announced an agreement to acquire Mailchimp, a global customer engagement and marketing platform for small and mid-market businesses, for $12 billion in cash and stock advances. The purchase could be the linchpin that thrusts the mostly financial software company into solving more f...

The need for better customer journeys is a challenging goal. Overcoming operational challenges to become more agile in meeting customer needs -- and raising the maturity of the customer experience team -- will be critical to staying competitive in this ever-changing business environment, advised Blo...

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...

I've been writing about the importance of platform as a tool and as a strategy for a while -- and not only with regard to Salesforce. I'd say most CRM vendors have a platform story; others like Oracle and Zoho come up as examples all the time. The difference with Salesforce is that it's looking bey...

Personalization and automation, two of the hottest buzzwords in the lexicon of CRM practitioners, are all the rage for marketers these days. But only 14 percent of organizations are using artificial intelligence or machine language to automate their marketing campaigns. A survey by Rackspace Technol...

In the old days you could identify weak spots in your business and purchase software systems designed to eliminate or at least to significantly reduce those liabilities. Performing an ROI analysis usually consisted of two parts: a before study to determine the business' steady state; and a post impl...

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...

SugarCRM last month announced its acquisition of AI-as-a-Service provider Node. This marks the fourth acquisition by SugarCRM since the company's investment by Accel-KKR in August 2018. CRM Buyer discussed the current state of CRM platforms with SugarCRM CEO Craig Charlton, and how artificial intell...

Ask anyone in the e-commerce space and they'll tell you: it's a numbers game. The numbers we rely on every day offer insights into every aspect of our competitive industry, from the click-through success of advertising campaigns to the conversion rates of specifically placed "Buy Now" buttons. Yet i...

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...