customer relationship

Clare Dorrian, Chief Marketing Officer at SugarCRM joins us for a chat where she shares her thoughts on what it takes to stand out in a crowded market space while also talking about the top capabilities of SugarCRM’s newest product – SugarPredict: _______ Hi Clare, welcome to MarTech Series! Tell us about your journey through the years…what are the best parts about being in Marketing (within tech) today? I joined SugarCRM in January 2020. Starting a new CMO post is always challenging but doing this in the midst of a…

Despite Challenging 2020, Independent Retailer Drives Growth With Customer Engagement Innovation Aubuchon Hardware, a family owned chain of independent hardware stores has embraced Redpoint Global’s rgOne solution to deliver a single view of customer data, driving expanded digital engagement and customer loyalty with an increasingly personalized customer experience. Aubuchon, with more than 100 stores across New England and upstate New York, has partnered with Redpoint since 2018 to bring all customer data into a…

Product Usage Data Connects Brands and Customers to Create Meaningful After-Sale Engagements Blustream, the leading after-sale customer engagement company, announced it has raised $3 million in funding to power the brand-customer relationship with product usage data and fuel digital transformation efforts for physical goods companies via the Blustream Product Experience Platform. York IE led the round of funding with additional support from existing investors. Marketing Technology News: Adzymic Expands Into Thailand,…

You’ve spent countless hours mapping your customer journey. You’ve aligned with Product, Sales, with Customer Success, and Ops to architect the twisting winding path your prospective customers take as they interact with your brand. You’ve taken that journey and outlined the experience each team is responsible for and mapped the sentiments a customer feels as they interact and engage with the members of your team. It looks good on paper. But is that exercise enough to deliver a differentiated full personal experience to…

"Customer self-service is valuable to businesses of any size and, given the increase of its usage, it won’t be long before a self-service customer portal becomes a requirement for success." Please tell us about your role and the team/technology at TeamSupport. In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington, and I set out to build one. We determined the market desperately needed a…

65% of respondents say automation technologies only “somewhat effective” in providing all the data and context employees need Appian announced the results of its “Business Automation Technologies and the Customer Experience” survey. The objective of the survey, conducted by IDG, was to understand employee attitudes at large organizations across the United States and Europe with respect to business automation technologies and the “humanization” of business-to-customer relationships. In the midst of the COVID-19 pandemic,…

Today’s Daily MarTech Round-up covers the latest in Cloud, Marketing Analytics, Automation, Customer experience AI and ML announcements from ThoughtLab, Atento S.A., Jobvite, Comscore, ZeroBounce, and Promo.com. ThoughtLab Announces Grant Program for Utah Small Businesses ThoughtLab announced this week a pledge of more than $50,000 that will be dedicated to a marketing services grant program created to help small businesses in Utah cope with the economic impacts of COVID-19. In the wake of the Coronavirus, many businesses…

Partnership Enables Unified Mobile-First Communication to Improve Customer Relationship and Retention Leanplum, a leading multi-channel customer engagement platform, and Virtuo, the Paris-based mobile-first car rental service, announced that Virtuo will be using Leanplum's unified cross-channel communication platform to deliver consumers a personalized experience for renting vehicles. This partnership will allow Virtuo to engage with its customers across a variety of channels, including push notifications, in-app…

Perficient, Inc. , the leading digital transformation consulting firm serving Global 2000 and other large enterprise customers throughout North America, announced that it will demonstrate its business intelligence (BI) expertise at MicroStrategy World 2020, taking place Feb. 4-6 at the Universal Orlando Resort in Orlando, Florida. Today’s consumers are increasingly depending on brands to engage with them directly, challenging businesses to transform their customer relationship strategy from an informative approach to one…

Sales organizations are perpetually searching for competitive differentiation. Companies must first generate compelling reasons for their customers to make an initial purchase. Then, they must quickly establish their status as a strategic partner so they are the first point-of-contact for any related products or services purchased in the future. The goal is to interweave your organization in your clients’ circle of trust and be recognized as a “mission-critical” strategic partner. However, each customer relationship…

The daily decisions of today’s shoppers are guided by many factors with which today’s marketers look to align. However, one key element in consumer decision-making is still being largely overlooked: consumers’ personal values. In today’s digitally connected, choice-saturated world, understanding a person’s basic demographics and online behaviors is not enough to forge a real connection with consumers that will motivate them to choose your brand over the many others that are at their fingertips. It’s only through…

Hiya, the global leader in bringing trust and identity into the mobile call, announced a new product that allows businesses to provide meaningful context into their calls to mobile customers. Featuring business name, logo, location and reason for the call, the newly launched Hiya Connect helps companies improve contact rates and increase the quality of conversations with their customers. “The relationship between legitimate businesses and their customers has been jeopardized due to the rising number of fraud and nuisance…

The new facilities, located in the Rivas Vaciamadrid 521HUB business park, cover an area of 5,000 square meters with the capacity to accommodate up to 1,000 employees Atento S.A., the leading provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, and one of the top five providers worldwide, opened its new customer relationship center in Madrid, located in the  Rivas Vaciamadrid 521HUB business park. These new facilities have an area of 5,000 square meters and…

If you have ever worked in or been connected to the Customer Support industry, you might be familiar with contact center “contests” or “games” to drive increased performance. For example, the customer service representative that resolves the most tickets will be entered into a drawing for an iPad or some type of gift card at the end of the month. Gamification is commonly used to improve user engagement, organizational productivity, learning, and employee recruitment. When Gamification works in Customer Support In B2C…

More than ever, consumers demand a fast, seamless and flexible shopping experience. They want to maintain their preferences across all channels—web, mobile, and within a physical store – and they want the perks of their loyalty programs no matter the shopping experience they choose. A recent survey from Boston Retail Partners found that 87 percent of consumers are interested in a personalized and consistent experience across channels. By now, most retailers and brands are on board with loyalty programs and even have a…

Recent retail results have seen many consumers reluctant to spend. For an industry that continues to go through immense change, new figures have shown signs of consumers’ purse strings tightening in the face of uncertainty. The evidence that shoppers are being more frugal is perhaps unsurprising, given the current challenging political and economic environment. While consumers are holding on to their cash more than before, given the right opportunity, results show that retailers can encourage spending, particularly…

Omnisend Research Shows That E-Commerce Marketers Adopting an Omnichannel Strategy with Three or More Channels Are Seeing a 90% Higher Customer Retention Rate Than Those Who Are Not Omnisend, omnichannel marketing automation platform for E-Commerce, released new research on the effect of the number of channels used by a brand on customer relationship. Results favored using an omnichannel campaign for E-Commerce: when an E-Commerce brand used three or more channels in an automation workflow campaign, that campaign…