customer engagement
By Barton Goldenberg Private Online Customer Communities are one of the most insight-rich sources of customer feedback. Whether interacting with each other, with associates from your organization or simply leaving product reviews or comments, the customer conversations are real and unguided. They provide tremendous insight on many aspects of your business from product design and…
By Barton Goldenberg Digital customer communities create a dynamic customer engagement solution. These communities give your customers a place to share insight, collaborate, advocate for your products or services, and even make purchases. A customer community will let your customers connect with those just like them, with similar interests. Use Case #1: Deepen Customer Engagement …
By Barton Goldenberg Digital Customer Communities are transforming the sales environment by having the capability to drive more sales for your business by connecting employees together from different branches, within your distributors, suppliers, or resellers. Digital Customer Communities have the capability to provide world-class services by connecting customers together and giving replies to each of…
Virtual Reality and Augmented Reality (VR/AR) will be the most disruptive technology for the next decade. Worldwide spending on VR/AR is forecast to accelerate out of the COVID-19 pandemic, growing from $12 billion in 2020 to $75 billion in 2024 to $1.5 trillion in 2030. Largest initial VR/AR applications will be in training & education,…
Virtual gathering places for customers benefit from collaborative and immersive apps Our Forward-Thinking clients are leveraging private digital customer communities to foster engagement with their customers. These collaboration communities are built on software such as Telligent, Salesforce, Higher Logic, and others. They integrate tightly with your CRM system and data management platform. We like to…
Three process pillars must be in place to steady your system Given that CRM systems are no longer a small-budget item, companies suffering from CRM system user fatigue need to get proactive about driving their systems’ success as the economy moves through COVID-19 recovery. Remember, your customers’ needs have changed and will continue to change…
Now is the time to harness all the tools of customer engagement It is no longer business as usual, as companies around the world are having to learn to adjust to the new normal resulting from the COVID-19 pandemic. Customer knowledge and enhanced customer collaboration are at the core of this new normal. Here are…
The customer journey has become both less linear and more complex as customers use an ever-increasing array of digital devices to engage brands across an almost limitless number of touch points. This has huge implications for initiating and maintaining engagement with customers and prospects as they move throughout the buying cycle. It is important for…
With disintermediation on the rise, and with more and more customers demanding digital access to companies, there is no better way to welcome your end customers than to invite them to your “digital customer community.” This concept is made possible by the social media community software available in today’s market, a powerful tool that allows…
by Barton Goldenberg This continues our two-part series on ISM’s framework for digital transformation examining the digital transformation building blocks for digital success. The Five Digital Transformation Building Blocks In our experience, companies that have been successful in their digital transformation efforts employ an integrated framework, where data produced and used in various customer strategy…
Successful companies have made data analytics a part of their DNA for a reason. To succeed, business decisions must now be made based on an enhanced understanding of customers’ preferences and behavior in the new digital environment. Read this article as I examine three case studies on using data analytics to deepen customer engagement. View…
by Barton Goldenberg Today, customers have almost limitless ways engage brands, using all kinds of devices across hundreds of touch points. This is the new normal, and the amount and complexity of digital information will only grow in the future. At the same time, potentially-available customer data already exceeds the ability of most organizations to…
It should come as no surprise that there is confusion over what is meant by “customer success” and how exactly to apply this new approach to your day-to-day business. Like other paradigm shifts, it will take time for customer success to become mainstream. Let’s take a brief look at these paradigm shifts. View the full…
By Barton Goldenberg Nowadays it seems like everyone is jumping on the Customer Success bandwagon. Yet in our observation, many companies are unclear where this leads. It involves much more than creating a new team of Customer Success Managers, giving them access to existing data and processes, calling them accountable and calling it a day.…
by Barton Goldenberg Gone are the days when you can simply ‘push’ your product or service onto a customer. Product-driven marketing – messaging focused on features and benefits and promotional offers aimed at driving sales – is no longer effective. Features are easy to copy and offers are easy to match. Many companies know it…
By Barton Goldenberg Customer experience management needs to be at the vanguard of your strategy In this space over the past year or so, I’ve focused on the necessity of having an integrated customer-centric strategy to survive in the digital age. Such a strategy is built upon various pillars of engagement, including traditional media, social…
Overheard from 5 participants attending a recent high-tech conference in Silicon Valley: Participant #1: “You’ve got to get onto the Customer Success bandwagon; it is what all great companies subscribe to.” Participant #2: “What exactly is meant by Customer Success?” Participant #3: “I think it is a new term that one of the valley’s high-tech…
Your company can either navigate the digital deluge, or be swamped by it. Having a sturdy data foundation now is critical to successful customer engagement in the future. Properly collected and analyzed, customer data can deliver increased business revenue, bigger wallet share, and happier and more loyal customers willing to advocate for your company’s brand(s). View the…
Choose channels, gather data, create profiles, analyze, deliver right message at the right time. Repeat… View the full article here.
By Barton Goldenberg In the future, most if not all of an organization’s products and services will be connected to the Internet. These connections form a key part of the Internet of Everything and its more important counterpart the Internet of Things. But before I get ahead of myself, let’s start with the definition of…