Learning the ins and outs of your CRM software is essential to making sure you maximize ROI and boost user adoption across the enterprise. Yet, at the end of the day, though you may know all the technical features your solution has to offer, sometimes even greater insights can be gained by learning how the most successful companies are leveraging their CRM investments, leading to new applications and usage scenarios that you may not have even thought of before. To this end, a new industry leading report has identified several key trends shaping the CRM environment—specifically the Salesforce platform—for this year and beyond, and examining some of the highlighted findings can prove immensely helpful when strategizing new and innovative CRM deployments for now and in the future. Read More
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As companies increasingly look to online, e-commerce websites to expand brand reach, traditional job functions such as sales and marketing are shifting to accommodate this new platform—an initiative that rings true for both B2C and B2B companies. Though B2C entities are most commonly associated with online sales, the importance of optimizing a company’s B2B e-commerce website cannot be overlooked, as in a majority of cases, the same elements of engagement are required. In fact, according to a recent industry survey, of120 B2B e-commerce professionals, 80% of respondents either “agreed” or “strongly agreed” that their customers’ expectations followed B2C shopper practices.
To this end, Salesforce offers several tips to help make the process of adopting a B2B e-commerce site seamless and encourage sales reps make the most of every interaction: Read More
Always on Hand: The Potential of CRM-Integrated Smart Watches to Drive a More Connected and Relevant Customer ExperiencePosted by Tokara Solutions | CRM Consulting | No Comments
It’s inevitable that after every wave of innovation, another crest is quick on its heels. In this case, as mobile technology continues to dominate fields of personal and corporate communication, another game-changing capability is quickly growing in size and scope—wearable technology. By enabling users to be physically tethered to their preferred device, this new crop of tools is not only changing how employees work but where—driving everything from simpler Point-of-Sale transactions to a more immersive customer experience.
According to a February 2015 Salesforce report of 500 wearable tech adopters, 79 percent agree that wearables are or will be strategic to their company’s future success, 76 percent are already seeing improved business performance as a result of implementation, and 86 percent plan to increase their wearable technology spend over the next 12 months. While the umbrella of “wearable tech” includes an array of emerging solutions such as digital lanyards and smart glasses, smart watches are one of the most common applications, led by the recently released Apple Watch. In fact, according to the Salesforce report, adopters believe smart watches will have the biggest impact (49 percent) and the quickest enterprise adoption rate (40 percent), and 62 percent are currently using, piloting, or planning to use smart watches in the next two years. Read More
Future-Focused: Web Content and Microsites Personalize the CRM Experience and Boost Customer EngagementPosted by Tokara Solutions | CRM Consulting, Pivotal CRM, Salesforce CRM | No Comments
Consumers today are not only more technically savvy than ever before, they’re also more discerning, seeking out in-depth information on a brand or product before making a purchase decision. In a marketplace driven by digital innovation, staying ahead of the competition means providing shoppers with access to such data, with personalization that appeals to both their individual emotional and rational interests.
In last week’s post, we discussed the influx of customer information that’s now available in both online and offline environments thanks to innovation in social and mobile technology. Known as “Big Data,” this knowledge holds a powerful potential to transform operations, fueled by new technologies that make it easier than ever to derive powerful business intelligence insights through robust CRM analytics.
There’s no denying that as technologies become smarter, communities become more connected and opportunities to collaborate become wider. Advancements in mobility, including social and wearable technologies, support an Internet of Things (IoT) that can exchange data at lightning speeds, providing not only a more convenient and accessible way to communicate, but also a rich store of data that can be tracked and analyzed to glean valuable insights into customer preferences and behavior.
Future-Focused: Geolocation Apps Drive Customer Connectivity and Maximize Potential of Data AnalyticsPosted by Tokara Solutions | CRM Consulting, Pivotal CRM, Salesforce CRM | No Comments
Last week, we explored the evolving world of crm mobile technology, detailing some of the ways it’s being used to strengthen CRM efforts and bolster customer engagement across devices. As part of our “Future-Focused” blog series, today we’ll take a deeper look at one emerging sector, geolocation applications, and how organizations are using these tools to glean valuable customer insights while driving smarter and more direct campaigns.
In last week’s post, we discussed how new technologies are transforming the CRM mobile landscape by affording organizations new opportunities to connect with clients and prospects across a variety of channels and devices. Continuing our “Future-Focused” blog series, today we’re taking a deeper look at the future of mobility, with a focus on designing high-impact user experiences across the customer journey, from browsing to buying.
When designing any kind of high-impact consumer experience, creating a sense of discovery and participation is a critical consideration. In person, it’s relatively easy to engage the shopper’s senses—body language, sights, sounds, and even smells can be used to create a custom, personal environment. Yet, translating this energy into an online presence can be challenging as organizations attempt to capture the same types of interactions that will facilitate a streamlined purchasing experience and, at the same time, compel today’s fast-paced shopper to linger and learn more about a company’s products and services.
Today’s “Future Focused” blog posting looks at new multi-channel opportunities, and how companies can use widening mobile and digital platforms to boost—rather than diminish—their brand presence. Read More
As developments in mobile and social technology continue to grow, the gap between organizations and their customers is shrinking. Now, it’s easier than ever to tap into the preferences and opinions of your audience and use that data to deliver smart, pointed messages crafted to appeal to their tastes and inclinations, increasing opportunities for shopper conversion and upsell. As we continue our blog series identifying CRM trends for 2015, today we’ll look at new ideas in crm customization and personalization, and how deeper customer insights can mean more effective—and lucrative—customer interactions.