Customer Experience Measurement Must Be Consistent
Those who understand customer experience's impacts get bigger budgets, Gartner finds
Marketing Spending Expected to Grow This Year
Winterberry expects marketing investment to hit $390 billion, up 7 percent
What Lies Ahead for CRM?
CRM industry insiders share their predictions for 2020.
CX Leaders Struggle to Show the ROI
Communicating the benefits of their CRM investments eludes many, West Monroe researchers find
Required Reading: Dialogue Is the Key to Retail Sales Success
The need to adapt communications strategies is non-negotiable
Marketing Budgets Hit an Eight-Year Low
Marketing budgets have shifted downwards, dropping from 11.2 percent of overall company revenue in 2018 to 10.5 percent in 2019, according to a survey of chief marketing officers (CMOs) by Gartner.
Forrester Uncovers Customer-Marketing Disconnect
When marketers began to build customer profiles and personalize interactions, they had good intentions, but inadvertently, many of those efforts have led to creepy and even harmful experiences, Forrester Research contends in a new report.
Brand Management a Challenge, Gartner Survey Shows
Even though global brand management is critical for company success, more than one-third (35 percent) of companies struggle with it, Gartner reports in its most recent brand survey.
Gartner Hypes Blockchain as a Sales Tool
A handful of technologies are on the brink of making a splash in CRM sales technology but are still five to 10 years away from any significant adoption, according to Gartner, which recently released its "Hype Cycle for CRM Sales Technology" report.
Required Reading: Journey Mapping Must Bring Customer-Focused Change
In their new book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change, co-authors Jim Tincher and Nicole Newton of Heart of the Customer note that 65 percent of customer journey mapping projects fail to drive change.
Four Tech Trends That Will Transform Marketing Ecosystems
Gartner hypes AI and blockchain for digital marketing and advertising investments
Forrester Advocates for CMO-CIO Alignment
CMOs need to work more closely with their CIO counterparts, a new report asserts
Customer-Centricity Is Key to Sales Success
Sellers must be able to provide perspective to customers, CSO Insights suggests
Marketers Emphasizing E-Commerce Over Advertising
Gartner uncovers more investment in digital commerce than digital ads
Deloitte Identifies Best Practices for Connecting with Customers
Emotional connections are the key to brand loyalty, research finds
On the Scene—CRM Evolution: CRM Still Faces Challenges, Most Speakers Agree
CRM systems have been around for decades, but interoperability and data silos still have to be overcome
Companies Can Learn a Lot from Warby Parker
Research from Forrester suggests that traditional retailers can benefit from adopting aspects of the direct-to-consumer playbook
The 3 Stages of Personalization
Gartner lays out the keys for personalization to help companies deliver helpful and relevant messages
The CMO’s Role Changes Amid Digital Transformation
A recent report from Forrester lays out three courses of action that CMOs should take to become more involved in the process
4 Forces Will Affect Marketing in 2019
Gartner identifies the market shifts that will alter marketers' courses this year