World class service often appears to be a myth. Yet some companies are getting it right, leveraging digital channels and benefitting accordingly. More important, customers are the recipients of a consistent and pleasant service. Nike is in that class.
CRM Idol is the must do competition for those start up and small companies in the CRM and social CRM spaces. Past winners and competitors have gone on to great things. This year, diginomica is providing a couple of prizes as a way of giving back. Come join the fun.
Gartner's assessment of who leads the lead management sector sees Marketo and Eloqua ahead of the pack, but with Salesforce.com looming close behind.
IT leaders like Jeroen Tas of Philips are being challenged to create a strategic vision for how their organizations can exploit the vast amounts of customer data becoming available to them through big data initiatives – while instilling and growing customer trust.
Instead of wiping out bricks-and-mortar retail, the internet is bringing a new type of shopping experience to town centers and malls. While retailers who don't adapt are failing, a new breed is finding success.
Consumers expect an immersive digital experience, both in terms of creation of content, as well as in terms of the consumption of content, says Adobe. So no more software for them!
Half way up a mountain in India or in a back street in Putney, trust is the new currency for the digital economy, argues JP Rangaswami.
The notion of the 'social enterprise' seems to be fading. It hasn't worked as a concept except among a very small number of businesses. Instead, we are seeing competing ideas emerging. One is the 'customer company' which we will return to later. The other is 'networked enterprise,' a concept with a more expansive vision.
There's been a lot of satisfaction in Whitehall over the success of the GOV.UK website winning the Digital category at the annual Designs of Year Awards, but the real success will lie in boosting the profile of design in the public sector.
Infor has a new and attractive UI, a comprehensive integration story and is starting to make moves in the mobile space. But are these enough for the company to 'suck less' and brings its customers into the 21st century? It is too early to say but early signs are promising.
What's happening in the SaaS/cloud accounting market? Quite a lot. The main players are all growing at a rapid rate while the big brand of Sage seems to be dragging its heels. The stage is set for an interesting 2013-14 as Xero, FreeAgent and KashFlow continue to grow at mid-double digits. More important though, their innovations are changing business for the better.
