customer relationship management
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…
Artificial Intelligence (AI) is red-hot and for good reason. Coca-Cola is an example of a company that leverages AI to squeeze every drop of insight it can from the customer data it collects. Ever wonder how Cherry Sprite came about? Coca-Cola created Cherry Sprite as a new flavor after monitoring data collected from “smart” self-service…
By Barton Goldenberg Concerning the Internet of Things options for retailers: At present, there is no one company that can create a single comprehensive Internet of Things (IoT) solution for retailers. IoT equipment manufacturers can put the IoT sensors together, while the IoT integrators must integrate the IoT equipment into a huge IoT ecosystem. Organizations…
By Barton Goldenberg There are various retail Internet of Things (IoT) benefits and risks that retailers will encounter before, during and after implementation. The IoT is not a one-size fits all solution as all retailers need to segment their customer base carefully and be differential whenever a high-touch approach is required and when low-touch approach…
By Barton Goldenberg As the Internet of Things (IoT) phenomena becomes more prevalent in the marketplace, major retailer brands are adopting various IoT applications. From my analysis of the IoT retail marketplace, here are my key observations concerning IoT for retail: The need for best-in-class retailers to survive in the current digital deluge environment and…
By Barton Goldenberg As the Internet of Things (IoT) phenomena becomes more prevalent in the marketplace, major retailer brands are adopting various IoT applications. From ISM’s analysis of the IoT retail marketplace, here are four key retail IoT case studies that demonstrate major retailers’ efforts to thrive in the new IoT business environment: Rebecca Minkoff…
By Barton Goldenberg As the Internet of Things (IoT) phenomena becomes more prevalent in the marketplace, major retailer brands are adopting various IoT applications. From ISM’s analysis of the retail IoT market, here are the four key retail IoT applications that will be critical for retailers in their efforts to thrive in the changing business…
By Barton Goldenberg ISM predicts that the biggest impact of the Internet of Things (IoT) will be in the global retail market as according to the 2016 McKinsey Global Institute report, IoT is forecasted to have a total economic impact of between $3.9 and $11 trillion a year by 2025, including $410 billion to $1.2…
By Barton Goldenberg When a new technology like the Internet of Things arrives on the scene, I find it helpful to ask this question: “What are the people, process and technology issues that need to be overcome in order to fully exploit this new technology?” Below are my current observations. ‘People’ Issues Providing necessary training…
By Barton Goldenberg 1. What are the Internet of Thing’s resulting customer service challenges? The resulting customer service challenges include: New Contact Center support requirements: I foresee the Contact Centers of the future offering support across most if not all channels – including telephone, Web, SMS messaging, Social Media, Internet of Things – that feed…
By Barton Goldenberg As with any new technology, there are plenty of questions that need to be asked by the management of every organization considering implementing the innovative technology. Here are three key questions concerning the Internet of Things and my initial responses to each question. 1) Is there a sustainable driving force behind the…
By Barton Goldenberg Here are two significant Internet of Things technologies that are impacting merchant–customer relationships: 1. A Beacon is a very small transmitting radio that sends relevant information to a desired location. Beacons utilize Bluetooth Low Energy technology, which is a wireless technology standard for exchanging data efficiently over short distances from fixed and…
By Barton Goldenberg Closely related to the Internet of Everything is the ‘Internet of Things’ (IoT), which can be defined as any natural or man-made object that is embedded with sensors that are assigned an Internet address and that transfers data coming from the sensors by connecting wirelessly via the Internet to servers located in…
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…