Eric Jacobson

MARCH 18, 2013

You can likely already imagine that I consider this a must-read book for any business owner and any leader -- even leaders who manage businesses that don't directly connect with consumers. These are all words I use to describe Brian Solis' new book, What's The Future (WTF) Of Business -- Changing The Way Businesses Create Experiences.

B2B 56

B2B B2C Technology CRM 56

Harvard Business Review

JULY 15, 2015

In our experience, the best companies are building up their social media capabilities to capture value by focusing on doing two things well: building a social media CRM to increase relevance and focusing on complete customer care. To scale that connectivity requires integrating social media data into your CRM system.

CRM 8

CRM Company Airlines Guidelines 8

Harvard Business Review

JUNE 14, 2017

Many of the world’s biggest companies operate in silos — for example, their customer service and sales departments do not share a customer relationship management (CRM) database , and employees don’t collaborate around the customer to ensure a powerful customer experience. Data is not always shared efficiently.

CRM 10

CRM Banking Learning-by-Doing Wilde 10

Harvard Business Review

JUNE 3, 2016

We know that when IT projects fail, it is usually not because the technology didn’t work (although this can sometimes be the case), but because the changes required at an organizational and employee level weren’t managed effectively. Consider an IT investment that one European retailer was pondering. In a major U.K.

Tools 8

Tools Supply Chain CRM Technology 8

Harvard Business Review

JULY 25, 2017

And as e-commerce outfits increasingly follow Amazon’s lead in adopting a purely data-driven model to provide greater value in the face of squeezed margins, retailers and service providers that don’t embrace technology will be at a major disadvantage. Bringing efficiency to operations is table stakes for retailers.

Loyalty 8

Loyalty Retail Real Estate Discount 8

Harvard Business Review

SEPTEMBER 21, 2016

Making the situation worse, many companies rely on customer relationship management (CRM) systems that use algorithms to generate sales plays following a trigger event. One large property management company implemented a feedback system last year for its office and retail customers.

Team 8

Team CRM Supply Chain Insurance 8

Harvard Business Review

JUNE 20, 2013

In addition to Canon, other parties sitting at the camera''s table might include the retailer, the repair center, and anybody else I welcome — such as the person who finds the camera if I lose it. This makes the personal cloud a platform for VRM (Vendor Relationship Management). That is, talk to them, two-way, as equals.

CRM 8

CRM CIO Marketing Call Center 8

Harvard Business Review

JUNE 22, 2012

A few years ago, one of the world's largest retailers had literally hundreds of initiatives going after same-store sales growth. But when the retailer took a more careful look, it found that its best opportunity was to get people to buy more in the categories they were already shopping (such as apparel or electronics or groceries).

Retail 11

Retail Long-term Short-term Apparel 11

Harvard Business Review

NOVEMBER 22, 2016

A similar story can be told in retail banking, insurance, credit cards, retail, and other industries. Managers wanting to grow share of wallet and raise the productivity of their cross-selling efforts may have to confront longstanding practices that stand in the way. Just get started.

Insurance 8

Insurance P&L CRM Telecommunications 8

Harvard Business Review

JULY 19, 2013

That may sound like a lot, but it''s less than 5% of total retail spending (even in a recession) and less than half of what just one retailer, Wal-Mart, sells annually. firm with more than 1,000 employees already has more data in its CRM system than in the entire U.S. In 2012, according to U.S. It''s estimated that each U.S.

Disintermediation 8

Disintermediation CRM CIO Retail 8

Harvard Business Review

JUNE 26, 2013

The original IT department was formed to centralize a unique expertise that could purchase, implement, and manage technology in the enterprise. Only the largest of enterprises could afford the best technologies, and even for those with the largest bank accounts, IT strategies were limited to basics like CRM , ERP , or email.

Supply Chain 8

Supply Chain Competitive Advantage Information Technology How To 8

Harvard Business Review

FEBRUARY 1, 2016

In B2B contexts, for example, rep performance in similar territories often varies by 300% between top and bottom quintiles, and in retail stores selling productivity typically varies by a factor of three to four. Second, even if you do manage to hire stars, their unique skill sets may not be easily portable.

CRM 8

CRM B2B Price Budgeting 8

Harvard Business Review

MARCH 27, 2015

Now that everything we do at work can be observed, measured, tracked, and reported — thanks to sensing technologies and cheap processing power — more organizations are relying heavily on “the data” to manage employees’ performance. How tools are changing the way we manage, learn, and get things done.

Sports 8

Sports Metrics Retail CRM 8

Harvard Business Review

MAY 30, 2017

Today, Amazon, Facebook, and Google are leading the AI revolution, and that’s given them a huge market advantage over most consumer goods companies and retailers by enabling them to lure customers with highly personalized, targeted advertising, and marketing. Could Liberate 50% of Managers' Time. How did it do that?

ROI 14

ROI Tools Marketing CRM 14

Harvard Business Review

NOVEMBER 5, 2015

In practice, all this data usually sits in different places — a company’s legacy CRM systems, its loyalty program databases, new cloud-based applications, third-party servers, and so on. Because much of the data flows into a company in real time, they can also see what their customers are up to right now.

Marketing 8

Marketing CRM Retail System 8

Harvard Business Review

NOVEMBER 3, 2014

Over a century ago retail and advertising pioneer John Wanamaker said, “Half the money I spend on advertising is wasted; the trouble is I don’t know which half.” Today smart marketers do know which half isn’t working. These insights can be applied to all of your online and traditional marketing. So it can be complicated.

Technology 9

Technology Marketing Company CRM 9

Harvard Business Review

NOVEMBER 3, 2014

Over a century ago retail and advertising pioneer John Wanamaker said, “Half the money I spend on advertising is wasted; the trouble is I don’t know which half.” Today smart marketers do know which half isn’t working. These insights can be applied to all of your online and traditional marketing. So it can be complicated.

Technology 8

Technology Marketing Company CRM 8