What are the Biggest Benefits of Mobile Enterprise Applications?
Mobile technology is playing a key role in the current change and disruption that many businesses are facing. The fact that we carry such powerful computing devices in our pockets, devices that are always on and always connected to the Internet, has created a growing population of consumers and employees that shop, interact and work […]
Marketing in 2014 – Part Two
In Part One of this series I listed 6 issues that are causing disruption and change in marketing. In this post let’s focus on inbound marketing and the shift to a more content marketing focus and away from outbound or broadcast marketing tactics. This fundamental shift is often the underlying issue with most of the […]
Marketing in 2014 – Part One
The entire business world is dealing with a lot of change, and it’s being felt across all organizations and departments. The Internet and the four technology pillars (social, mobile, cloud and big data/analytics) are driving all sorts of new technologies and new processes and activities related to those new technologies. This is all good, challenging, […]
The Future of Selling
For the past couple of years I’ve focused more on marketing and customer service than on sales, but last Fall, Salesforce asked me to put together a presentation on the future of sales for Dreamforce. Just like the other 2 functions, sales is also feeling the pressure of change driven by the 3rd platform technologies […]
Salesforce1: Employee Productivity and Mobile Experiences
At Dreamforce last Fall, Salesforce introduced it’s new platform offering, Salesforce1. This week I attended the World Tour event in NYC for Salesforce1 and spent some time talking to Salesforce execs and an assortment of customers about the platform. I’ve started to write this post several times since I first heard about it, but after […]
Meeting Customer Expectations (Video)
Here’s another installment from my video recording session with the eCornell team, this time looking at customer experience and meeting customer expectations. I’ve written and talked about this for some time, so none of it should be particularly new. In…
Why CX (Customer Experience) will remain a tough sell
CX, Customer Experience, is all the rage these days. Got an old CRM (customer relationship management) product? Re-brand it CX and watch sales skyrocket! Or, so, that’s what software vendors would like to see happen. Methinks, it will be a tough sell – here’s why. CX attempts to be more true to the ‘customer’ focus […]
Modernizing Customer Journey Mapping – Part One
Customer journey mapping is a common exercise that many consider as key to understanding the customer touch points across all channels for your organization. The question though is how relevant are theses maps today in understanding and building a customer centric organization in the era of the “misbehaving” customer? Often when organizations or people talk […]
Cloud Applications, Packaging for Simplicity and Value
A Salesforce.com announcement today on product packaging got me thinking about the way cloud vendors package and sell products. Actually I guess a better way to say that would be, I’m thinking about how customers want to consume cloud apps. The way we think about apps is in general, colored by a lot of legacy […]
A Tale of Two Bridges
If anyone is wondering why I’ve been quiet lately, I’ve been away on holiday. I just returned from the trip this week and I was thinking about a story that I heard over the past weekend from a tour guide, as we explored the Scottish West Highlands. Actually we were in Edinburgh, and on the […]
